Brief on process flow in project Udaan
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Brief on process flow in project Udaan. Brief overview of this document. Project Udaan was designed to improve the sales of broadband and landline for BSNL It centres around the following key elements Capturing the leads in a transparent manner

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Brief on process flow in project Udaan

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Brief on process flow in project udaan

Brief on process flow in project Udaan


Brief overview of this document

Brief overview of this document

Project Udaan was designed to improve the sales of broadband and landline for BSNL

It centres around the following key elements

  • Capturing the leads in a transparent manner

  • Creation of sales teams that reaches out to customers and engages in active sales

  • Monitoring of each lead in the system to ensure timely delivery

    Wings, a software application, developed to aid the key processes of Udaan

    This document captures the basic process flow in project Udaan; however, the process are evolving with roll-outs

  • For complete understanding of the process flow, on the ground (at roll-out locations) visit and understanding of Wings is required


Team structure in project udaan at circle level

Team structure in Project Udaan at Circle level

Head Office

Circle + SSA

Project Champion

Project Sponsor

  • CGM Circle

Director – CFA

Dedicated DGM stationed at circle but reporting at HO

Project Head

Project Champion

  • GM (Sales - CFA)

  • + 1 SDE/JTOs for every 4-5 SSA

Project Head

  • SSA head

  • GM (Broadband)

existing

Project Manager – Products & Mktg

Roll-out managers

Project Manager – Sales & Mktg

Project Manager – SD/SA & CS

Project Manager – IT & MIS

  • 1 DGM @ circle

  • DGM / AGM

  • DGM / AGM

  • DGM / AGM

  • 3 DGMs

Sales team

SD/SA team

CS team

IT lead

Product & Mktg team

  • 6-10 SDE/JTO

  • All indoor & outdoor staff

  • ~3 DE / SDE

  • All customer facing personnel

  • 1-2 SDE / JTO IT

  • 8-12 SDE/JTO team leaders

  • 6-7 people per team

  • 2 SDE / JTO

  • Mktg, sales & product innovation

  • Support on-ground sales

  • Coaches for circle roll-out

  • Project management & coordination

To be trained as Project Udaan "coaches"


Overall customer to connection flow in project udaan

Overall "Customer to Connection" flow in project Udaan

Customers

Customer Service

Confirmation of lead

Delivery acceptance

Technical acceptance

CSC

Sales Team

Service Delivery /

Service Assurance

(Network Operations)

Team

BB call centre

Cnxn requests

LL call centre

CO

Leads & disconnection requests

Ensure delivery

SMS

Online

Internal system leads

Various process are discussed in further detail in the following slides


6 detailed sales processes defined and detailed

6 detailed sales processes defined and detailed

New leads generation & banking

Collating & allocating leads

Customer contact

Feasibility check & confirmation

Raising Work Order (OB)

Sales closure

1

2

3

4

5

6


Sales process 1 new leads generation and banking

Sales process 1 – New leads generation and banking

Sales Associate

Leads generated at other sources like CSC, Call Center, Web, etc. are directly entered into the system at the respective source

1

2

Get leads from field visits & market intelligence network in area

Update team leader with new lead details every day over phone / meeting

3

4

Generate new lead in system every day basis sales associate feedback

Maximise allocation of leads generated by sales associate to same person

Sales Team Leader


New lead generation form

New lead generation form

  • Captures all critical customer information

  • Team identification not present – only area

  • Most fields optional, however contact details are must


Sales process 2 allocating leads

Sales process 2 – allocating leads

Sales Associate

4

Log in to account and check the leads pending for confirmation

2

3

Communicate new leads to Sales Associates by phone/SMS

If lead not from own area, transfer to other STL using tab "Transfer Lead"

1

Allocate lead to Sales Associate using the tab "Allot Lead"

Sales Team Leader


New leads generation status online report

New leads generation status – online report

  • Captures and displays all fields recorded at the time of lead generation

  • Clicking the lead id gives further details such as convenient timings and additional information


Sales process 3 customer contact

Sales process 3 – Customer contact

Sales Associate

1

2

3

4

Call and meet customer and estimate requirements

Provide status of contact establishment on phone to Sales Team Leader

If interested, immediately make phone call to Sales Team Leader and give product & plan details

Inform local network operations team and follow up on quick feasibility

  • Contacted or not ?

  • Interested or not ?

5

5

6

Sales team leader to immediately raise feasibility check request in system

Sales team leader to immediately raise feasibility check request in system

Sales team leader to regularly sample and check with customers on experience with sales associate

Sales Team Leader


Sales process 3 customer contact1

Sales process 3 – customer contact

Sales Associate

3

If confirmed, immediately make raise for feasibility to respective SDE/JTO using tab "Allot for Feasibility"

1

2

Input status of customer under option "Confirm/cancel lead"

Call and meet customer and estimate requirements

4

Inform concerned SDE/JTO to revert with feasibility as soon as possible

6

Sales team leader to regularly sample and check with customers on experience with sales associate

Sales Team Leader


Sales process 4 feasibility check confirmation

Sales process 4 – feasibility check & confirmation

Sales Associate

1

2

4

If feasibility is ok confirm feasibility to customer over phone. These will appear in the tab "Document Collection"

Report to STL if feasibility is not ok. These will appear in "Leads not feasible"

Collect documents and payment for raising final OB and enter in tab "Document Collection"

3

Check on reason of non feasibility and escalate for appropriate action

Sales Team Leader


Feasibility check report to be regularly checked for status

Feasibility check report to be regularly checked for status

  • Status of every pending request displayed

  • Sales associate can take update from team leader and follow up locally or inform customer if required

  • Status can also be viewed by network and cable teams


Sales process 5 raising work order ob

Sales process 5 – raising work order (OB)

Sales Associate

2

Go to nearest CSC/CO and submit documents & payment & raise OB

1

Collect all documents and payment from customer

2

Submit papers and payment to Sales Team leader

3

4

Sales team leader to consolidate all new requests and raise OBs through nearest CSC

Record OB number in tab "OB/AN number"

Sales Team Leader


Generating a new connection ob

Generating a new connection OB


Sales process 6 sale closure

Sales process 6 – sale closure

Sales Associate

2

3

Sales Associate to pursue respective SDE/JTO for quick provisioning

Sales associate to contact customer and check for satisfaction

1

4

Sales team leader to close all completed OBs – inform sales associate on completion & closure

Sales team leader to regularly sample and check with customers on experience with sales associate

Sales Team Leader


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