18145420 value added servies provided by airtel iipm ahmedabad

8/13/2019 18145420 Value Added Servies Provided by Airtel IIPM Ahmedabad

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Value Added Services Provided To Retain Customers.

Harshdeep Singh Nirav Seta Pranav Trivedi Rizwan Pathan

Service Marketing Presentation

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· · · · · ·

Gap Analysis of Airtel. Creating Perception & Value. Service Recovery. Feedbackat Airtel. Success¼ Conclusion/Suggestion to Airtel.


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TechnologyCDMA ± Already there are big players in this segment Reliance , Tata 3G ± Value added services potential still to be tapped fully GSM- Currently commands 70% of mobile subscribers in IndiaService Marketing Presentation 4


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Bharti Airtel· Largest Private Integrated Telecom Company in India · Largest & Fastest Growing Wireless Operator in India · Largest Telecom Company listed on Indian Stock ExchangeSource: airtelworld.comService Marketing Presentation 5


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Core Values Of the Company· Empowering People - to do their best · Being Flexible - to adapt to the changing environment and evolving customer needs · Making it Happen - by striving to changethe status quo, innovate and energize new ideas with a strong passion and entrepreneurial spirit · Openness and transparency - with an initiate desire to do good ·Creating Positive Impact ± with a desire to create a meaningful difference inService Marketing Presentation 6


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Airtel`s Model to success


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People· ª We at Airtel always think in fresh and innovative ways about the needs of our customers and how we want them to feel. We deliver what we promise and go out of our way to delight the customer with a little bit moreºSource: Mr. Rajvinder Singh ( Sales Head Airtel Ahmedabad)Service Marketing Presentation 8


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Process·The Company ensured that waiting time in Airtel world is low. has the the

·The Company has made the systems as the Customer wants.

Source: Airtel World @ S.G.Highway.Service Marketing Presentation 9


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Physical Evidence

ªThey Communicate what they serveº And make the intangible thing Tangible.Service Marketing Presentation 10


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VAS{Value added services}A value-added service (VAS) is popular as a telecommunications industry term for non-core services or, in short, all services beyond standard voice calls and fax

transmissions but, it can be used in ANY service industry for the services providers provide for no cost to promote their main service business. In telecommunication industry on a conceptual level, value-added services add value to the standard service

Source: Brand Equity (Economic Times)Service Marketing Presentation 11


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Service Flower of Airtel


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Services Provided by Airtel.


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Way finder- Postpaid

·Airtel brings voice assisted turn-by-turn navigation with Way finder Navigator™ onBlackBerry 8800/8820/8310/Storm be guided to it, ·If you enter a destination you will both by voice directions and on the map. All you have to do is choose how to get there, by car, public transportation or by bike.Source: Airtel World @ S.G.Highway.Service Marketing Presentation 14


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M.Commerce-Postpaid

M-Commerce has a distinctive advantages namely flexibility. Through the mobile phone, consumers can conduct business transactions without being fixed at a computer terminal or being physically present at the shop. In essence, M-Commerce offers personalization and real timeService Marketing Presentation 15


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Hello Tunes

·ªGaana bolo Hello Tune Paoº, Simplest way to find the Hello Tune of your choice ·Call 543215 and say the name of your song or movie to search for your favorite Hello Tune.Source: Airtel World @ S.G.Highway.Service Marketing Presentation 16


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e-CRM Initiatives· After implementation of the Oracle CRM, Airtel now implementing e-CRM. · 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


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Gap Analysis Of Airtel


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Creating Perception & Value Delivery.

·Creating Perception & Delivering Value as per Gap Analysis. Service Marketing Presentation 21


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Service Recovery @ Airtel· Retention plans · Loyalty Plans · 100% bill accuracy guarantee.(Key driver) · Offer of the day. · World on finger tipsService Marketing Presentation 22


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Feed Back· Ensuring Feed Back from all in Airtel World.

· Ensuring Feedback on all calls from 121.

· Feedback survey done every week.Service Marketing Presentation

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Airtel's success.· Word of mouth


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Suggestions to Airtel/Conclusion· The call centre to should divulge be more more equipped information. · Increase inadvertisement to

compete against Vodafone.


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Thanks!!!


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18145420 value added servies provided by airtel iipm ahmedabad

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