Value Added Services

Provided To Retain

Customers.

Harshdeep SinghNirav Seta

Pranav TrivediRizwan Pathan

1Service Marketing Presentation

Flow of the Presentation.

• Technology.• Bharti Airtel.• Core Values of the Company.• Airtel`s Model to Success.• 3 P`s Of Airtel.• What is Value Added Service.• Service Flower Of Airtel.• Services Provided By Airtel.• E-Crm at Airtel.• Success Pyramid.

Service Marketing Presentation 2

• Gap Analysis of Airtel.• Creating Perception & Value.• Service Recovery.• Feedback at Airtel.• Success…• Conclusion/Suggestion to Airtel.

Service Marketing Presentation 3

CDMA – 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 India

Technology

Technology

4Service Marketing Presentation

Bharti Airtel

• Largest Private Integrated Telecom Company in India

• Largest & Fastest Growing Wireless Operator in India

• Largest Telecom Company listed on Indian Stock Exchange

5Service Marketing Presentation

Source: airtelworld.com

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 change the

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 in society.

6Service Marketing Presentation

Airtel`s Model to success

Create Communicate Deliver Value

Target Audienc

eProfit

Service Marketing Presentation 7

People

• “ 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 more”

Source: Mr. Rajvinder Singh ( Sales Head Airtel Ahmedabad)

8Service Marketing Presentation

Process

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

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

Source: Airtel World @ S.G.Highway.

Physical Evidence

Service Marketing Presentation 10

“They Communicate what they serve”And make the intangible thing Tangible.

VAS{Value added services}

Service Marketing Presentation 11

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

offering. Source: Brand Equity (Economic Times)

Service Flower of Airtel

Service Marketing Presentation 12

Communication Billing

VAS

Advertising

Hiring

Call Center

Services Provided by Airtel.

Service Marketing Presentation 13

Subscription

Call Management

Mail & Messaging

Data Service & Backup

Operator Services

Way finder- Postpaid

Service Marketing Presentation 14

• Airtel brings voice assisted turn-by-turn navigation with Way finder Navigator™ on BlackBerry 8800/8820/8310/Storm• If you enter a destination you will be guided to it, 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.

M.Commerce-Postpaid

Service Marketing Presentation 15

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 time transactions while on the move.

Hello Tunes

Service Marketing Presentation 16

• “Gaana bolo Hello Tune Pao”, 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.

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– Google tie up.

Success Pyramid for Airtel

Customer Retention

&

Increased Profits

Employee Loyalty

Customer Satisfactio

n

Service Marketing Presentation 19

Gap Analysis Of Airtel

Service Marketing Presentation 20

Creating Perception & Value Delivery.

Create Communicate Deliver Value Target

Audience Profit

Service Marketing Presentation 21

• Creating Perception & Delivering Value as per Gap Analysis.

Set It Right. Whatever It takes. The WOW Factor.

• Retention plans

• Loyalty Plans

• 100% bill accuracy guarantee.(Key

driver)

• Offer of the day.

• World on finger tipsService Marketing Presentation 22

Service Recovery @ Airtel

Feed Back

• Ensuring Feed Back from all in Airtel

World.

• Ensuring Feedback on all calls from

121.

• Feedback survey done every week.

• Feedback from vendors.

Service Marketing Presentation 23

Airtel’s success.

• Word of mouth

Service Marketing Presentation 24

Touch Points

Web Site Franchise Vendor Call Center Advertisements

Suggestions to Airtel/Conclusion

• The call centre should be more

equipped to divulge more

information.

•  Increase in advertisement to

compete against Vodafone.

Service Marketing Presentation 25

Service Marketing Presentation 26

Thanks!!!