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Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712 PowerPoint Presentation
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Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712 - PowerPoint PPT Presentation


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Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712 Smita Bommera 08-713 Promod Kamble 08-730 Nupur Khanna 08-733 Sanjukta Mukherjee 08-740 Reemis Rodrigues 08-749 Neha Vyas 08-757. ABOUT THE COMPANY.

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slide1

SapnaAgarwal 08-702

Vinay Agnani 08-704

Vaibhav Alone 08-705

Tejashree Bole 08-712

SmitaBommera 08-713

PromodKamble 08-730

NupurKhanna 08-733

SanjuktaMukherjee 08-740

ReemisRodrigues 08-749

NehaVyas 08-757

slide3

ABOUT THE COMPANY

  • India’s largest GSM mobile operator.
  • Category of the company Public, Listed on BSE
  • Founded 1985
  • Headquarters New Delhi-India
  • Key people Sunil Mittal
  • Industry Telecom
  • Revenues Rs37500 cr
  • Website www.bhartiairtel.com
slide5

Products

  • Total cost control
  • Pre Activated STD/ISD
  • Strong Network Coverage

Prepaid mobile phone!

Postpaid Mobile Phone!

  • Easy Billing
  • · Easy Payment Options. Anytime, Anywhere.
  • · Credit Limit
  • · Strong Network Coverage
  • · Long Distance Calling Facility
  • · Widest Roaming (National and International)
  • · GPRS – Roaming
pricing strategy
PRICING STRATEGY
  • .Varied call charges based on the time when the call was made
  • E.g. – users were charged Re. 1 for the first min and 0.50p every min for outgoing calls in the time slot of
  • The rates were lowered at nights to Rs. 0.40 and Rs.0.60 respectively.
  • Life time validity card for Rs.99 only
  • Launched special offers –sms packs, STD pack etc.
  • Low roaming tariffs.
  • Free GPRS services for there pre-paid and post paid customers.
people
PEOPLE
  • Total Employees 25,616( Bharti Airtel consolidated) . High employees attrition rate.
  • 118.86 million mobile customers (Dec 09)
place
PLACE
  • It has wide and extensive presence even in the remotest areas of India and Sri lanka
  • Airtel Customer Care Touch Points
  • Distributors

E.g. Paan shops, grocery stores, chemists, mobile phone outlets, etc.

  • 23-telecom circles of India
promotion
PROMOTION
  • Official IPL Sponsors
  • TV Ads
  • Show sponsors
  • Danglers outside retail outlets (pan wala’s)
  • Hoardings
  • Delhi half marathon
  • Tie up with social networking sites & retail stores.
  • Online ads.
  • Different strategy of advertising ( Pan wala’s and taxi drivers with mobiles)
process
PROCESS
  • Min service std’s laid down by TRAI have to be adhered to.
  • 4 hrs 4 activation & 72 hrs for doc verification
  • Depending on Severity of problem, feedback call may or may not be given.
  • 121 toll free no for any service or query
  • Customer complaints to be resolved within 72 hrs maximum if not extn must be asked for
  • Services mostly outsourced (Symbiotic)
gap model
GAP MODEL
  • Gap 1 – Customer Expectation & Company Perceptions of Customer Expectaion
    • Lack of communication between Dept.
    • Focus on new customer
  • Gap 2 - Customer – Driven Service Design & Std. & Company’s Perception of Consumer Expectation
      • All services & process of Airtel are outsourced
      • No proper system to develop a new service are
slide19

Gap 3 – Customer – driven service Design & Std. & service deliver

    • Increasing customer base
    • POI
  • Gap 4 - service deliver & External Communication to customer
slide20

Closing of Gaps

    • Relationship marketing
    • Employee mgmt.