SAMAR GHORPADE

18MBARB135

VALUE CHAIN MODEL OF OLA CAB

PRIMARY STAGES

CUSTOMER PORTFOLIO ANALYSIS -THE OLA WILL UNDERSTAND THAT NEED TO BE

TARGET .THESE ARE THE STRATEGIC SIGNIFICANT CUSTOMER WHO CREATE MOST
VALUE FOR THE COMPANY THE IDENTIFICATION WILL DONE THROUGH
AVAILABLE DATA

CUSTOMER INTIMACY - OLA SUPPORT ,OLA CAB CUSTOMER CARE NUMBER,

EMAIL ID ,TOLL FREE HELPLINE NO ,THROUGH THIS MEDIUM OLA ALWAYS
INTERACT WITH SIGNIFICANT CUSTOMER TO GIVE BETTER VALUE THAN
COMPETITOR

NETWORK DEVELOPMENT - OLA CREATE HUGE NETWORK TO GIVE BETTER

SERVICE TO CUSTOMERS. THE NETWORK INCLUDE 6000+ EMPLOYEES ON
COMPANY PAYROLL , HAVING SET UP IN MORE THAN 110 CITIES ,7 LAKHS
VEHICLES AND 8 LAKHS DRIVERS

DEVELOPMENT -DRIVERS EDUCATION PROGRAM ,TRAINING OF

COMMUNICATION SKILLS ,CUSTOMER HANDLING SKILLS ,TRAINING ABOUT OLA
APPLICATION ,RELATED BUSINESS TACTICS THIS THINGS LEAD TO CREATE
CUSTOMER VALUE

VALUE PREPOSITION- AFTER LEARNING ABOUT POTENTIAL CUSTOMER THEY CAN

IDENTIFY AND CREATE SOURCE OF VALUE FOR EACH AND EVERY CUSTOMER

TO CREATE VALUE FOR CUSTOMER VARIOUS RIDES ARE GIVEN LIKE OLA MINI
,PRIME SEDAN ,PRIME PLAY ,PRIME SUV , OLA SHARE, OLA SHUTTLE SERVICE ETC

ANOTHER PROGRAM LIKE MY OLA DAY ,SELFIE WITH OLA

MANAGING CUSTOMER LIFE CYCLE -IT IS CUSTOMER JOURNEY FROM SUSPECT TO
BRAND EVANGELIST THROUGH OFFERING VARIOUS SERVICES AND OFFER AND
PROMOTION. SOME ARE LIKE

GET 75% OFF ON FIRST RIDE , REFER YOUR FRIEND AND GET FREE CAB RIDE,

HERE A OFFER JUST FOR YOU

CUSTOMER OF THE MONTH (TAKE MAXIMUM RIDE AND WIN AMAZING REWARD
)

SUPPORTING CONDITION

LEADERSHIP AND CULTURE - OLA LEADERSHIP CREATE POLICIES AND GUIDELINES

FOR CREATING MAXIMUM VALUE TO CUSTOMER. THE POLICIES INCLUDE
CUSTOMER COMPLAINT AND FEEDBACK ,MANAGING DELIVERY AND SERVICE TO
CUSTOMER .

PROCESSES -OLA IS HAVING STANDARD PROCESS FOR CUSTOMER COMPLAINT

HANDLING

HUMAN RESOURCES MANAGEMENT PROCESS - IT INCLUDE RIGHT SELECTION OF

DRIVERS ,TRAINING OF DRIVERS , GROOMING OF DRIVERS ETC

DATA MANAGEMENT PROCESS - MANAGING CUSTOMER DATA TO USE IN

ANALYTICAL CRM

THE PRIMARY STAGES AND SUPPORTING CONDITION TOGETHER CREATE VALUE

FOR CUSTOMER AND PROFITABILITY OF COMPANY

HOW OLA CAN IMPROVE SERVICE ?

IMPROVE ON THE CUSTOMER KEY PERFORMANCE INDICATOR

MANAGING CUSTOMER LIFE CYCLE

INCREASE ADAPTION WITH CUSTOMER(COMMITMENT)

MORE REFERRAL OFFER THE ACQUIRE NEW CUSTOMER