´Think fresh, deliver moreµ

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About Airtel The Old School Implementation Benefits e-CRM initiatives Customer Experiences Stations of Experience

3 . Most profitable telecom network in the country with a revenue more than Rs. Crossed 100 million subscribers base this year.ƒ ƒ ƒ ƒ India the most talkative nation after America.36000 crore. today is a behemoth with close to 34% share of country·s mobile telecom market. Bharti Airtel.

Problems faced and reasons for implementation .

ƒ Individual modules for each of the processes         Order processing Project management Billing Customer details Call center operations Direct Marketing Sales Management Channel Management .

A simple thing comes to their mind: How? .


‡Achievers ‡Funsters ‡Productivity-Enhancer ‡Social Callers 8 .

ƒ Operational CRM  Workflow  Day-to-day activities ƒ Analytical CRM  Customer information  Business development .

How to guides) Call Center Support Opportunity Management .PREVIOUS  Order processing  Project management  Billing  Customer details  Call center operations  Direct Marketing  Sales Management  Channel Management CURRENT ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ Marketing Planning Campaign Management Lead Management Sales Activity Management Knowledge Management (FAQs.

ORACLE adds Magic to AirTel .

payment history etc Generation of accurate leads and SMS bursts that target only the right customers based on their segmentation is possible First time resolution has increased from 40 % to more than 90 %. .ƒ ƒ ƒ ƒ ƒ Customer segmentation Cross selling and up selling of relevant schemes Market analytics like records of customer profiles. profile.

payment collection centers. Started e-billing Online customer support on new system . and the activation process was enabled Better value added services were provided It facilitated knowledge sharing amongst employees. network deployments.ƒ ƒ ƒ ƒ ƒ Customized and simplified bill formats.

ƒ ƒ ƒ ƒ The customer gets the same level of service across India especially from call centers. Automatic escalation of problem to superior authority on breaching pre-set time limit. Reduced cost of customer or customer acquisition cost System is highly scalable as the number of subscribers increase. .

The way forward .

e-CRM implementation partner is IBM Would provide a host of services now running on Oracle CRM  Online customer support  Customer profiling  Web interface  Sales management for vendors and partners .ƒ ƒ ƒ After implementation of the Oracle CRM. Airtel now implementing e-CRM.

Lets talk !! .

One time Payment instructions  Give an ECS for your bank account  Give a standing instruction for charging your credit card.ƒ ƒ ƒ Pay from Home  Pay using mChek on Airtel  Log on to www.in and go to ´My Accountµ Section. Walk in and Pay at  Any Airtel recharge outlet  Airtel Relationship centre  Any easy bill/ Oxygen outlet  Any Airtel drop box  ATM payments ² For PNB debit card holders .airtel.

Airtel Relationship Centre .

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.ƒ ƒ ƒ ƒ ƒ ƒ ƒ ƒ Deliver what you promise!!! Don·t over-commit!! Be Reasonable while answering Queries!! Be Accountable!! Real time billing update Ensure safe handling of documents Immediate Activation Highly efficient address verification process.

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