FULFILMENT PROCESS & HOW TO INCREASE SALES ( CORPORATE BUSINESS CDMA V/S GSM)

A
PROJECT REPORT
ON
FULFILMENT PROCESS & HOW TO INCREASE SALES
OF
CORPORATE BUSINESS CDMA V/S GSM
PREAPRED
BY
MANISH CHAUHAN
IN
RELIANCE INFOCOMM
(WWE RAKHIAL)
FROM
S K PATEL INSTITUTE OF MANAGEMENT & COMPUTER
STUDIES

RELIANCE INFOCOMM Corporate Wireless Group
Company Document
I MANISH CHAUHAN personally feel very good for doing the
project in the corporate office of Reliance Infocomm at WWE
RAKHIAL.
It was a wonderful experience to do the project in the Reliance infocomm
as a management trainee from Gujarat university. For this Project
corporate wireless department of Reliance has help me to complete the
project.
I am able to understand business environment of the corporate telecom
from the Reliance Infocomm. It’s pleasure to work with the Reliance
infocomm team.
I am thankful to Corporate Wireless team who help me to the complete
the project during the time period between 15th may to 15th July 2005.
Sign of the H.O.D. Sign of the Project Leader
2

Acknowledgment
I Manish Chauhan, would like to take opportunity to thank all team
member who have given me his or her precious time & guidelines in
helping me to create this project.
During the Project Work, I have gained lot of information which will help
me in my future career growth. I have learnt to improve on my analytical
skills and moulded myself to learn more about corporate business world.
This division has also enhanced my graphical skills and ability to for see
opportunities.
I, Once again take this opportunity to personally Thank:
1. Shri. Mukesh Sharma – Head Of Department – Corporate Wireless
Group.
2. Shri. Mahesh V Menon – Project Leader – Corporate Wireless
Group.
3. Ms. Preeti Goswami – MIS Executive – Corporate Wireless
Group.
5. Shri.sunil nair- Fulfillment team-Corporate Wireless Group
It was a great experience to work under such talented individual’s. I
hope to make this knowledge given to me by my Team Leads will
help me in achieving greater heights.
THANK YOU ALL ONCE AGAIN & MY BEST WISHES
TO ALL
DATE : 15th July, 2006
PLACE : AHMEDABAD
SIGNATURE :
3

INDEX
Description Page No
Company Profile 5
Introduction 5
Product of Reliance
8
Infocomm
Target 19
Mission 21
Vision 23
Company Address 25
PROJECT-1 (Fulfillment process)
27
1.1 Introduction
1.2 Define the Problem 31
1.3 Develop the Research Plan 35
1.4 Data Collection 37
1.5 Data Analysis 39
1.6 Strength and Weakness of
51
Company
1.7 Appendix 55
PROJECT-2 (How to increase sales)
71
2.1 Introduction
2.2 Define the Problem 75
2.3 Develop the Research Plan 79
2.4 Data Collection 81
2.5 Data Analysis 84
2.6 Strength and Weakness of
98
Company
2.7 Appendix 100
4

COMPANY PROFILE:
INTRODUCTION OF
RELIANCE:
5

Reliance - India's largest business house
The Reliance Group founded by Dhirubhai H. Ambani (1932-2002) is
India's largest business house with total revenues of over Rs 99,000
crore (US$ 22.6 billion), cash profit of Rs 12,500 crore (US$ 2.8 billion),
net profit of Rs 6,200 crore (US$ 1.4 billion) and exports of Rs 15,900
crore (US$ 3.6 billion).
The Group's activities span exploration and production (E&P) of oil and
gas, refining and marketing, petrochemicals (polyester, polymers, and
intermediates), textiles, financial services and insurance, power, telecom
and infocom initiatives. The Group exports its products to more than 100
countries the world over. Reliance emerged as India's Most Admired
Business House, for the third successive year in a TNS Mode survey for
2003.
Reliance Group revenue is equivalent to about 3.5% of India's GDP. The
Group contributes nearly 10% of the country's indirect tax revenues and
over 6% of India's exports. Reliance is trusted by an investor family of
over 3.1 million - India's largest.
6

Introduction of Reliance Infocomm:
Reliance Infocomm is the outcome of the late visionary Dhirubhai
Ambani's (1932-2002) dream to herald a digital revolution in India by
bringing affordable means of information and communication to the
doorsteps of India's vast population.
"Make the tools of infocomm available to people at an affordable cost,
they will overcome the handicaps of illiteracy and lack of mobility",
Dhirubhai Ambani charted out the mission for Reliance Infocomm in late
1999. He saw in the potential of information and communication
technology a once-in-a-lifetime opportunity for India to leapfrog over its
historical legacy of backwardness and underdevelopment.
Working at breakneck speed, from late 1999 to 2002 Reliance Infocomm
built the backbone for a digital India - 60,000 kilometers of fiber optic
backbone, crisscrossing the entire country. The Reliance Infocomm pan-
India network was commissioned on December 28, 2002, the 70th - birth
anniversary of Dhirubhai. This day also marked his first birth anniversary
after his demise July - 6, 2002.
Reliance Infocomm network is a pan India, high capacity, integrated
(wireless and wire line) and convergent (voice, data and video) digital
network, designed to offer services that span the entire Infocomm value
chain - infrastructure, services for enterprises and individuals,
applications and consulting. The network is designed to deliver services
that will foster a new way of life for a New India.
7

PRODUCT OF RELIANCE
INFOCOMM:
8

1.Reliance Post-paid
Joy Plan
Our Postpaid plans have been specifically designed to help you save on
costs. Depending on your usage and your budget, you have a choice of
plans with economical tariff rates.
Unlimited Talk-time pack
Now, you can enjoy the benefit of making Unlimited Calls to other
Reliance Phones within your circle, Absolutely Free
Get stated Kit
Gone are the days when you were bound by a particular handset and a
certain phone number. You can now set yourself free with the new Get
Started Kit from Reliance India Mobile
2.Reliance Pre-paid
Pre-paid Tariff
Talk non-stop at 99 paise per minute on RIM Prepaid.
Recharge voucher
Choose from a range of recharge vouchers to suit your need.
RCV 220/440
Presenting the new Rs. 440 and Rs. 220 recharge vouchers. Now you
can make unlimited calls from your RIM Prepaid to any other RIM phone
in your circle. Absolutely Free!
RCV 360(FOR PUNJAB)
Call any mobile across Punjab @ 50 p/ min only with the new Rs 360
Recharge Voucher
9

E-Recharge
Introducing e-recharge from RIM Prepaid. Now you can recharge your
prepaid with any amount, from Rs. 55 - Rs. 1100. So don't let your
budget stop you. Choose a recharge value that suits you and stay
mobile
SMS Top-Up Card
Just top-up your prepaid with the new SMS top-up for Rs. 55 only, and
send free unlimited SMS (local and national) to any Reliance phone
across India.
Get Started Kit
Gone are the days when you were bound by a particular handset and a
certain phone number. You can now set yourself free with the new Get
Started Kit from Reliance India Mobile
3.Reliance India Mobile(RIM)
Reliance has CDMA mobile like:
1)LG
2)NOKIA
3)MOTOROLA
4)SAMSUNG
5)KYOCERA
6)G-TRAN
7)TELSON
10

4.Reliance world-card
The world is just a call away. With the new Reliance World Card
available in two denominations - Rs. 110 and Rs. 220, you can make
ISD calls from any Reliance phone, be it postpaid (Reliance India
Mobile/Fixed Wireless phone) or RIM prepaid even without a pre-activated
ISD facility!
The Reliance World Card also gives you exceptional voice clarity and superior calling experience, all
at exceptionally attractive rates.
5.Fixed Wireless Phone(FWP)
Wireless connectivity - immune to cable-cuts, rains etc. Carry it along
when you move from room to room or when you shift your home/office.
Wireless Internet (R Connect)
In-built modem for high speed Internet connectivity at speeds up to 115
kbps. No separate ISP connection required
Mobile Phone's Features
SMS, In-built Caller Line Identification, Voice Mail, 99-number Phone
Book, Speaker Phone, choice of ring tones and many more.
Zero effective Rentals
Value of free calls almost equivalent to monthly plan charges with
unbelievably low call rates.
11

6.Fixed Wireless Terminal (FWT)
 Great Savings
 Unbelievably low call rates. Substantial savings on ISD calls.
 Zero Effective Rentals
 Value of free calls almost equivalent to monthly plan charges.
 Parallel Connection Facility
 Two voice ports to connect two telephone instruments to be used
as parallel connection
 No Wires Attached
 Wireless connectivity-immune to cable cuts, rains etc. Carry it
along when you shift your home/office.
 Wireless Internet (R-Connect)
 In-built modem for high speed Internet connectivity at speeds of up
to 115 kbps. No separate ISP connection required.
 3-way Call Conferencing, Speed Dialing, Hotline, Call Restrict/Call
Lock, Call Wait/Call Hold, Call Divert, Alarm and Caller Line
Identification enabled
12

7.R-Connect
What's in the Kit
1. A data cable that connects the Terminal/Phone to the computer.
2. A CD that installs the R Connect software on the computer, which
allows you to surf the Internet.
What does the CD contain?
1. R Connect installer - it registers the Terminal/Phone as a modem and creates the R Connect
dial up connection.
2. R Connect Dialer - It helps the user to connect to the Internet.
Installation Steps
A. Activation of the FWT/FWP
To activate FWT LG LST250 for data connectivity dial '##7#0*'.
To activate FWP LG LSP340E, press (Menu)-> (2:Additional) ->(4:SIO Baud rate) and select 115,
200 bps.
B. Loading the R Connect software from installer CD
1. Insert the CD in the CD drive. In case your computer does not have
a CD drive, to download software.
2. The setup program automatically launches the wizard.
3. Follow the step-by-step instructions given by the wizard.
4. The wizard installs the necessary software and creates the R
Connect icon on the desktop.
5. The wizard prompts the user to restart the machine. Restart the
machine to use the service.
Connecting to the Internet
1. Connect the Terminal/Phone to the computer using the data cable
13

2. Double click the R Connect icon on your desktop.
3. Enter your user ID and password and click the Connect button to
connect to the Internet. Your Terminal/Phone number will be your User
ID as well as your password. So if your Terminal/Phone number is
0223101010 then your User ID and Password will be 223101010.
4. Internet Explorer is launched automatically. You can now surf the
Internet
System Requirements
The R Connect software is designed to work on the following operating
systems.
· Windows 98SE
· Windows 2000
· Windows XP
· Windows ME
Before running R Connect please ensure that the following software
components are installed and working on your computer
· Dial-up Networking 1.3
· Dial up adapter (for Windows 98SE) and TCP/IP as part of
Network configuration
· IE 5.5 or above
Important: Install the R Connect software before you connect your
Terminal/Phone to your computer. During the installation process the
wizard will instruct you when to connect the Terminal/Phone to the
computer.
*ISP services provided by Reliance Communications Infrastructure Ltd.
8.Office-Mail
14

Now take your office along with you. On business trips or even when you
are traveling in your car.
View, reply and manage your office mailbox. Search for people on your
office directory and even send e-mails/SMS to an entire office group.
What's more, you don't need to buy expensive handsets or remember
any complicated SMS codes. This service can be accessed on any R
World enabled handset
9.International Roaming
Communication without boundaries. That's what the wireless world
means. And that's exactly what your Reliance India Mobile gives you.
Harness the power of Reliance International Roaming by making your
Reliance India Mobile number accessible anywhere in the world through
325 operators in 170 countries. That's more than most others can offer.
Reliance Infocomm offers GSM International Roaming through the use
of a GSM handset and a GSM SIM card or a Removable User
Identification Module card (RUIM card). A RUIM card can be used on the
Reliance India Mobile network with a RUIM Compatible handset -
GTRAN or Telson handset.
15

10.Fixed line phone(FLP)
NextGen Caller ID
The Reliance FLP displays the name of 2nd caller during an ongoing conversation. If the name of
the caller is not stored in the phonebook, then it displays the 2nd caller's number.
Speaker Phone
Lets you talk and work during a phone call. Also two or more people can talk simultaneously.
3-way Conferencing
Talk to 2 people at the same time.
Mobile Phone Features
Phone Book, Call History, Dial back from Caller ID, Missed Calls, etc are easy to use phone features
now available on a landline.
Quick Dialing
Enjoy the convenience of calling up to 10 frequently called numbers by pressing just two keys on
your Reliance Phone.
Line Locking (STD/ISD Locking)
Secure your phone from unauthorized usage.
Delayed Hotline
Automatically connects to a number, of your choice within 7 seconds after the handset is picked up
or when the speaker is put "ON".
Call Forwarding
Just choose the Call Forward option from the menu and set the destination number to any Reliance
number within the same city.
Call Transfer
Lets you make a call and transfer it to any Reliance Phone within your city without disconnecting.
Direct Internet Access
Dial *133133 / 30335151 to get connected to the Internet. No separate subscriptions required,
you could just dial and browse.
Alarm Call
Lets you set reminder/ wake-up calls on the Reliance FLP.
R Care
Press the 'R Care' button on your Reliance FLP to get instantly
connected to our 24x7 Customer helpdesk.
11.SMS top-up card
Just top-up your prepaid with the new SMS top-up for Rs. 55 only, and
send free unlimited SMS (local and national) to any Reliance phone
across India.
16

12.R-WORLD
Membership Applications
At a nominal charge of Rs 25 per month, you can enjoy unlimited access
to a wide array of over 60 frequently used R World applications. No other
charges apply for these applications. An symbol next to these
applications would indicate that they are in this category. However, if you
migrate from membership to day pass, then Rs 3 shall be charged for
membership applications for 24-hour unlimited usage.
Pay on Entry Applications
As the term implies, you will be charged as and when you enter these
applications. You can use the application as long as you wish once you
have paid the entry fee. If you leave the application and re-enter later
you will be charged once again.
For instance you will be charged Rs 2 for entering a game. You can play
the game as many times as you wish. On exiting and re-entering the
game, a fee of Rs 2 will be charged again. Please note, no extra charges
will be applicable.
An symbol next to these applications will indicate that they are under
the 'Pay on Entry' category. Please note, these applications can be
accessed without paying any Membership Charges
Pay on Use Applications
A lot of applications involve actions, like sending a greeting, downloading
a ring tone, viewing cricket scores or saving wallpapers. Applications
under this are charged only when you use the application to download,
send or search.
An symbol next to these applications will indicate that they are in this
17

category. Please note, these applications can be accessed without
paying any Membership Charges
18

TARGET FOR RELIANCE
INFOCOMM IN TELECOM:
 Achieving a Tele-Destiny of 7 by 2005 and 15 by 2010.
19

 Increase Rural Tele-destiny of 0.4 to 4 by 2010 and provide
reliable transmission Media to rural areas.
 Reliance Infocomm to empower 4 lakh villages by December 2005
 India's largest mobile operator takes the lead to reach out to 65
crore Indians.
Two out of three villages to be covered with voice and data
access
Massive network to roll out to benefit 90% of India's habitats -
covering 91% of national highways.
20

MISSION OF RELIANCE
INFOCOMM
· We will create an integrated infrastructure with state-of-the art
digital technology to provide innovative, cost effective and
world-class to our customers.
21

· We will India’s defining service provider and the most preferred
one. We will achieve dominant market share in India by 2005 will
rank among the world’s top10 carries by 2007.
22

VISION OF RELIANCE
INFOCOMM
23

· We will leverage our strengths in executive complex global scale
projects to make leading edge information and communication
services affordable by all individual consumers and businessman
in India. We will offer unparalleled value to crate delight and
enhance business productivity.
· We will also generate value for our capabilities beyond Indian
borders while enabling beyond Indian borders while enabling
million of India’s knowledge workers to deliver their service
globally.
24

COMPANY ADDRESS :
25

RELIANCE INFOCOMM
DHIRUBHAI AMBANI KNOWLEDGE CITY
OPP.COPPERKHENA RAILWAY STATION
NAVI MUMBAI
EMAIL ADDRESS:
gm.support@ril.com
WEB-ADDRESS:
www.Relianceinfo.com
TELEPHONE NO:
(022) 303 80333
(022) 303 80334
26

PROJECT-1
Fulfillment Process of
corporate telecom
CDMA v/s GSM
1.1
Introduction
27

 Fulfillment process:
Fulfillment process starts when the customer goes in for Postpaid /
Prepaid connection along with bundled Handset and this process
continues till his first bill gets generated.
1) Corporate customer meets the sales executive.
2) Sales executive fills the Customer Application Form (CAF) and
gives his report to the KAM along with relevant documents.
3) KAM Records the data
· Customer Application Form
· Corporate Customer Name
· Billing Address
· Delivery Address
4) KAM collects the necessary documents from the Corporate
Customers for the activating Handset.
5) KAM hands over the data with the necessary document to the
Fulfillment team.
28

6) Fulfillment team collects the data with the document of the
corporate and verifies all the documents with the CAF form.
7) After verification of all the documents required the Fulfillment
team gives go ahead for activation of Corporate Connection.
8)Fulfillment Team also known as FAB team looks after
· Record of the Corporate Customer
· No. of connections each Corporate is assigned to.
· Annual spend of the Corporate
· Billing Address
· Handset Delivery
· Handset Types
29

Importance of Project:
· This project Report gives reliance a view of the fulfillment team
performances.
· We can ascertain order execution process in this project.
· We can also get idea on Rate plan structures.
· Billing Structure followed by Reliance.
30

1.2
Define the problem
31

 Accurate Data Capture
When Reliance Infocomm acquires from a corporate customer any
telecom product i.e. Mobile or landline, the details of the customer
should be captured correctly as per the application form.
These should include :
1)Corporate name
2)Corporate address
3)Corporate transfer information
4)No. of connections
5)Rate Plans
6)Billing Address
7) user name i.e. Employee name
8) name and sign of authorized signatory at customer level
All the necessary information regarding the corporate should be
properly captured by RIC
 Proper Usage
Customer has to know what service is being provided i.e. the Rate
plans and schemes available in the phones and value added services
being provided to determine the correct usage pattern of his phones.
32

 Proper charge
1)Rate plans
Every phone bought by the corporate customer should have proper
rate plans configured in the system and should be correctly charged
as agreed.
I.e. how much they pay and how much talk time they get .
2)Roaming charges
Some employees use their phones outside the particular state so
roaming charges are applicable therefore roaming charges should be
properly configured and counted
3)scheme should be followed
Proper schemes for handsets and rate plans should be properly
configured and provided as agreed between RIC and the corporate
customer.
4).Value added service
The customers regarding usages and charges should properly know
whatever the value added service customer is using that service.
33

 Error Free Billing
1)Wrong Amount
In the case of wrong amount what happen customer has only talk of
Rs.200 but bill is telling more than that. Also same case in SMS
service customer was sending only 50 SMS and bill is telling more
than that so this type of problem is sometimes happen in the case of
billing should be avoided.
2)Late Billing
In the case of late billing what happen the bill has only 7 days
permission to fill the bill so amount is remain outstanding make a big
confusion of the billing process.
3)Address changed
Sometimes if any corporate is change their office and give the
application of the change of the office but the bill is send to the older
address is make a problem of getting the bill on right time. So this
type of problem should be avoided.
4)Wrong name
Sometimes Name of the person and address of the bill is wrong so it
should be avoided.
34

1.3
Develop the Research
Plan:
35

 In this world of corporate I have got an opportunity of meeting
the 25 corporate clients and have taken initiative of interacting
with them and managing to put their forth needs in a detailed
questioner format.
 This questioner will give us the ratio of customers satisfied and
not satisfied with fulfillment process.
 This project will give us a detail requirement of corporate
customers and their needs and will help us to serve them better.
This Questioner is available in APPENDIX.
36

1.4
Data Collection:
37

 I have collected the data from the Reliance Customer Application
Form.
 From the Customer Application Form I am able to get the following
information:
1.corporate customer name
2.Authorized person of the corporate
3.Contact No.
4.Address
5.Average telecom monthly spends.
6.No. of employees.
 From above information I was take the appointment of 25
corporate and visit the 25 corporate to get the feedback of the
fulfillment process of Reliance and other GSM services.
 From above information I have done the telecom survey of the
another 75 corporate for the feedback of the fulfillment process of
the Reliance and another GSM service providers.
38

1.5
Data Analysis:
39

Data Analysis Of Fulfillment process of CDMA V/S GSM
Q-1.How long you are using this phones?
 COMPARISON GRAPH FOR CORPORATE CONNECTION
TIME PERIOD
CORPORATE CONNECTION TIME PERIOD
1
0.9
0.8
0.7
0.6
0.5
0.4
0.3
0.2
0.1
0
HUTCH AIRTEL RELIANCE TATA BPL
SERVICE PROVIDER IN TELECOM
VALUE IN PERCENTAGE
<1-MONTH
1-6MIONTH
6-12 MONTH
>1-YEAR
 BPL has 100% corporate customer more then 1 year of telephone
connection that show that BPL has a capability of not loosing the
corporate customers.
 Reliance and Hutch also doing well having 75% corporate
connection having more then 1 year.
 Airtel and Tata at Last position having required to improve their
schemes to not loosing the customers.
40

Q-2 Which service are you using?
 TYPE OFSERVICE CONNECTION IN CORPORATE GRAPH
FOR ALL TELECOM SERVICE PROVIDER
TYPE OF CONNECTION IN CORPORATE
Pre-paid
3%
Post-paid
97%
Pre-paid
Post-paid
 Most of the Corporate having billing system is available in corporate
whatever service GSM OR CDMA they are using. Only 3% having
pre-paid connection in corporate.
41

Q-3 What is your opinion regarding Documenting process?
HUTCH:
HUTCH DOCUMENTING PROCESS
Satisfy
87%
Dissatisfied
13%
Slightly-satisfy
0%
Satisfy
Slightly-satisfy
Dissatisfied
AIRTEL:
AIRTEL DOCUMENTING PROCESS
Satisfy
67%
Slightly-satisfy
33%
Dissatisfied
0%
Satisfy
Slightly-satisfy
Dissatisfied
RELIANCE:
42

RELIANCE DOCUMENTING PROCESS
Satisfy
61%
Dissatisfied
16%
Slightly-satisfy
23%
Satisfy
Slightly-satisfy
Dissatisfied
TATA:
TATA DOCUMENTING PROCESS
Satisfy
50%
Dissatisfied
28%
Slightly-satisfy
22%
Satisfy
Slightly-satisfy
Dissatisfied
BPL:
43

BPL DOCUMENTING PROCESS
Dissatisfied
0%
Satisfy
86%
Slightly-satisfy
14%
Satisfy
Slightly-satisfy
Dissatisfied
 BPL and HUTCH are doing very well in documenting process of
telecom. Both have more then 85% percentage corporate customers
are satisfied with their documenting process.
 Reliance and Airtel will need to improve lot because only 60-70%
percentage corporate customers are satisfied with their documenting
process.
 Tata has very poor performance in documenting process because
only 50% customers are satisfied and 28% are dissatisfied with their
documenting process.
Q-4.Delivery of handset:
44

COMPARISON GRAPH FOR HANDSET DELIVERY FOR RELIANCE
AND TATA
HANDSET DELIVERY CHANNEL PERFORMANCE
OF RELIANCE AND TATA
100
80
60
40
20
0
On-time delivery Late-delivery
DELIVERY TIME
VALUE IN PERCENTAGE
Reliance
Tata
Reliance 92 8
Tata 94 6
 Tata and Reliance both have doing excellent in the handset
delivery. Both have more then 90% corporate customers on-time
delivery and less then 10% have late delivery.
Q-5.Did you get the handset model you demanded?
45

COMPARISON GRAPH FOR HANDSET MODEL SYSTEL FOR
RELIANCE AND TATA
HANDSET MODELS SYTEMS IN CORPORATE OF
RELIANCE AND TATA
100
90
80
70
60
50
40
30
20
10
0
Yes No
OPINION
PERCENATAGE VALUE
Reliance
Tata
Reliance 86 14
Tata 95 5
 Tata doing slightly better then Reliance in case of handset
types systems. Reliance has 86% corporate customers getting
the right handset models and in case of Tata it is 94%. So
Reliance will need to make some improvement in the handset
types.
Q-6.How soon your handset activated?
46

HUTCH:
HANDSET ACTIVATION SYSTEM OF HUTCH
>72 HOURS
0% 0-24 HOURS
0-24
HOURS
48-72
HOURS
13%
24-48 49%
HOURS
38%
24-48 HOURS
48-72 HOURS
>72 HOURS
AIRTEL:
HANDSET ACTIVATION SYSTEM OF AIRTEL
0-24 HOURS
67%
48-72
HOURS
33%
24-48
HOURS
0%
>72 HOURS
0% 0-24 HOURS
24-48 HOURS
48-72 HOURS
>72 HOURS
RELIANCE:
47

HANDSET ACTIVATION SYSTEM OF RELIANCE
48-72
HOURS
0%
24-48
HOURS
13%
0-24 HOURS
82%
>72 HOURS
5%
0-24 HOURS
24-48 HOURS
48-72 HOURS
>72 HOURS
TATA:
HANDSET ACTIVATION SYSTEM OF TATA
48-72
HOURS
11% >72 HOURS
0-24 HOURS
72%
24-48
HOURS
17%
0% 0-24 HOURS
24-48 HOURS
48-72 HOURS
>72 HOURS
BPL:
48

HANDSET ACTIVATION SYSTEM OF BPL
24-48 HOURS
14%
48-72 HOURS
0%
>72 HOURS
0%
0-24 HOURS
86%
0-24 HOURS
24-48 HOURS
48-72 HOURS
>72 HOURS
 BPL and Reliance both doing excellent in the activation of the
telephone because more then 80% corporate customers have
activated their phones within 24 hours.
 Airtel and tata has doing good having 60-70 percentage
corporate customers have activated within 24 hours but they are
require some improvement in the activation.
 Hutch has very poor performance they have only 50%
corporate customers activated their phones within 24 hours and
38% customers have taken time 48 hours or more.
49

Q-7.Have you faced any problem during execution of report?
COMPARISON GRAPH FOR CHANNEL PERFORMANCE OF
TELECOM COMPANY
CHANNEL PERFORMANCE OF THE TELECOM
FOR THE CORPORATE CONNECTION
100
90
80
70
60
50
40
30
20
10
0
SERVICE
VALUES IN PERCENATAGE
YES
NO
YES 13 0 8 11 14
NO 87 100 92 89 86
 Airtel has doing excellent in the order execution because they
have not single corporate customers have problem of execution of
orders in Airtel.
 Reliance at second position in the execution of order having 90%
corporate customers order execute properly.
 Hutch, Tata and BPL are at same position with nearly 80%
corporate customers orders properly execute. So this telecom
company should improver their channels of orders execution.
Q-8.Any pricing problem faced by you?
50

HUTCH:
RATE PLAN MANAGEMANT FOR THE CORPORATE IN HUTCH
no
100%
yes
0%
yes
no
AIRTEL:
RATE PLAN MANAGEMANT FOR THE CORPORATE IN AIRTEL
no
100%
yes
0%
yes
no
RELIANCE:
51

TATA:
BPL:
52
RATE PLAN MANAGEMANT OF CORPORATE IN RELIANCE
RATE PLAN MANAGEMANT OF THE CORPORATE
IN TATA
yes
6%
no
94%
yes
no
no
91%
yes
9%
yes
no

RATE PLAN MANAGEMANT OF THE CORPORATE IN
yes BPL
0%
no
100%
yes
no
 Hutch, Airtel and BPL has doing excellent having not single
corporate customers has problem of rate plan means GSM doing
better in the case of rate plans.
 Reliance and Tata have problem of rate plans. Reliance has a
problem of 9% corporate customers are not getting the right post-paid
plans. And in the case of Tata 6% corporate customers has a
problem of rate plans. So CDMA has a problem in the case of rate
plans compare to GSM.
Q-9.Any billing Issues?
HUTCH:
53

BILLING SYTEM IN HUTCH
No problem
87%
address
changes
13%
other
0%
wrong name
0%
late billing
0%
wrong amt
0%
wrong amt
late billing
address changes
wrong name
other
No problem
AIRTEL:
BILLING SYSTEM IN AIRTEL
late billing
0%
No problem
100%
wrong amt
0%
address changes
0%
wrong name
0%
other
0%
wrong amt
late billing
address
changes
wrong name
other
No problem
RELIANCE:
54

BILLING SYSTEM IN RELIANCE
address
changes
2%
No problem
37%
late billing
19%
other
33%
wrong name
0%
wrong amt
9%
wrong amt
late billing
address changes
wrong name
other
No problem
TATA:
BILLING SYSTEM IN TATA
late billing
0%
wrong name
0%
address
changes
0%
other
6%
wrong amt
6%
No problem
88%
wrong amt
late billing
address changes
wrong name
other
No problem
BPL:
55

BILLING SYSTEM IN BPL
No problem
71%
wrong amt
0% late billing
29%
other
0%
wrong name
0%
address
changes
0%
wrong amt
late billing
address changes
wrong name
other
No problem
 Airtel has doing excellent in the case of billing system. There is
not a single corporate customer has problem of bill in the
corporate.
 Hutch and Tata is doing well having more then 85% corporate
customers has no problem with the billing system of hutch and
tata.
 BPL is needed to improve some what because 71% corporate
customers has no problem.
 Reliance is very worse in the case of billing system lots of
improvement and changes is required in the billing system.
There is a problem of Wrong Amount and most important Late
Billing problem faced by the corporate in the case of billing
systems.
56

Q-10.What quality of service delivered by our company?
CORPORATE TELECOM SERVICE COMPARISON GRAPH
CORPORATE TELECOM SERVICE
PERFORMANCE
100%
90%
80%
70%
60%
50%
40%
30%
20%
10%
0%
SERVICE PROVIDER
VALUE IN
PERCENTAGE
GOOD
AVERAGE
POOR
 BPL and Airtel has more then 70% corporate customers are
happy with their services like network, value added services and
all another facility.
 Hutch at the second position in the case of service providing more
then 60% corporate customers are like the hutch services. So the
 Tata and Reliance has very poor performance in the service
facility like network, value added services etc. because less then
40% corporate customers are like the service. So CDMA is not up
to mark in the service provider. Reliance most of the customers in
57

the average category so somewhat improvement is require in the
services of the reliance.
Q-11 Can you please let me know which sector company you
working you?
HUTCH:
SCALE OF THE CORPORATE HAVING
CONNECTION OF HUTCH
upper
38%
medium
62%
lower
0%
upper
medium
lower
AIRTEL:
SCALE OF THE CORPORATE HAVING CONNECTION OF
AIRTEL
upper
33%
medium
67%
lower
0%
upper
medium
lower
58

RELIANCE:
CORPORATE SCALE HAVING CONNECTION OF RELIANCE
upper
56%
medium
42%
lower
2% upper
medium
lower
TATA:
SCALE OF THE CORPORATE HAVING TATA
CONNECTION
upper
39%
medium
55%
lower
6%
upper
medium
lower
BPL:
59

SCALE OF THE CORPORATE HAVING BPL CONNECTION
upper
29%
medium
71%
lower
0%
upper
medium
lower
 In the case of corporate category Reliance has topped because
Reliance has 56% corporate are upper level means having more
then 100 connection average. This result tells Reliance generate
more profit compare to another telecom company. So Reliance
has corporate average connection is more then 100 for
corporate.
 In the case of Hutch, Tata and Airtel has 30-40% corporate are
upper level remaining corporate are small and lower level
corporate having less connection compare to upper level. In
Hutch,Airtel,Tata average connections are between 50-60
connections.
 In the case of BPL only 29% corporate are upper level and 71%
are medium corporate so BPL having corporate average
connection is less then 50.
60

1.6
STRENGTH AND
WEAKNESS OF
COMPANY:
61

 Reliance strength:
1.Instant activation facility
2.Order execution properly
3.Handset types availability
4.Reliance to Reliance free in some schemes.
5.Average connection more then 100 because most of Upper scale
company.(56% upper scale company)
6.Not losing the corporate customer capability(75% corporate
connection have more then one year)
 Reliance Weakness:
1.Billing problem
2.Documention problem(Related to the Application form)
3.Service performances( Network, voice problem in some case)
4.Rate plan problem
62

 Solution of the weakness of the Reliance:
1.Billing Problem
1.1.Billing Address changed
 In this case customer has problem of not getting the bills at right
place Their problem of getting the bill at the right place should be
resolved. So every 1-month all KAM require to ask the Corporate
customer that have you face any problem?
1.2. Late Billing
 Bills will send through courier because late billing is the one
problem of Reliance.
2. Documention problem
2.1 Customer Application Problem;
 There should be one system developed that holds the corporate
customers lists and update the system automatically so whatever
the corporate customers are exist that corporate customers should
not need to fill the application form again.
63

3. Service Problem:
 Network department should the check the network of the
Ghatkoper and the some of the region of Marine drive because
that area corporate customer facing problem of the network.
 Also network problem outside the India in Bangladesh are faced by
corporate customer should be resolved by the Network people.
4.Rate plan Problem:
 In case of the Rate plan whatever the scheme under the customer
require that scheme order should be proper followed.
 Some attractive schemes like Rs.10 extra pay you get the 50 SMS
FREE or Rs.50 more rental charges in any scheme to get the other
GSM mobile talk time at less rates.
 Corporate customers orders of no. of telephones under proper rate
plans should be followed.
64

1.7
APPENDIX:
65

SURVEY OF FULFILLMENT PROCESS OF CORPORATE IN
TELECOM
Corporate sector
 MNC
 Private Sector
 Public Sector
 Government
 Foreign Mission
 Named Account
Service:
 Hutch/Orange
 Airtel
 Tata
 Reliance
 Bpl
Company name: ________________________
Contact name: _________________________
Place: ____________________________
1.How long you are using this
Phone?
 <1 month
 1-6month
 6-12month
 >1 year
2.Which service are you using?
 Prepaid
 Postpaid
3.What is your opinion
:
a)Documenting process:
 Satisfied
 Slightly Satisfied
 Dissatisfied
b)Delivery Of Handsets
 On-time delivery
 Late delivery
66

4.Did you get the handset
model you demanded?  Yes
 No
5.How soon your handset got
activated?
 0-24 hours
 24-48 hours
 48-72 hours
 >72 hours
6.Have you faced any problem
during execution of your
order?
 Yes
 No
7.Any pricing problem faced by
you?
 Yes
 No
8.Any billing issues?
 Wrong Amount
 Late Billing
 Address Changed
 Wrong Name
 Other
 ____________
9.What quality of service
delivered by our company?
 Poor
 Average
 Good
10.Suggestion/Any other
issues
11.Can you please let me know
which sector of company you
are working for?
 Upper scale
 Middle scale
 Lower scale
67

Aim of the Questions of Questioner
Q.1 How long you are using this phone?
Ans. Feedback of this question through I will know which telecom
service provider has consistency of providing better service from the time
period of corporate connection. And Telecom Company not looses their
corporate customers.
Q.2 Which service you are using?
Ans. Feedback of this question through I will know which service
corporate customer are using which will help for the corporate group of
reliance to develop their strategy .
Q.3 What Is your opinion regarding documenting process?
Ans. Feedback of the question through I will know how the procedure of
reliance and other GSM service provider going on the paper.
Q.4 Delivery of handset.
Ans. Feedback of the question through I will know how the reliance and
other GSM service channels are working.
Q.5 Did you get the handset model you demanded?
68

Ans. Feedback of this question through I will know corporate customers
are getting the handset what they were demanded or not.
Q-6.How soon your handset got activated?
Ans. Feedback of this question through I will know how faster the
service provided by the particular telecom company in means of the
activation of the phones.
Q-7.Have you faced any problem in execution of your order?
Ans. Feedback of this question through I will know how the reliance and
other telecom service provider channels of sales and marketing will
working area of orders of the telephones.
Q-8.Any pricing problem?
Ans. Feedback of this question through I will know the allocation of the
particular rate plans for the corporate customers will done or not.
Q-9. Any billing issues?
Ans. Feedback of this question I will know the billing system of the
reliance and other telecom company.
Q-10.What quality of service delivered by our company?
Ans. Feedback of this question through I will know that how the network,
voice, value added services and all other services provided by the
telecom company.
69

Q.11 Suggestions:
Ans. Feedback of this open-end question through I will know what the
corporate customer expect from the telecom company.
Q.12 Sector of the company;
Ans. Feedback of this question through I will know which sector
Corporate connection reliance has and which are other corporate
connections.
70

PROJECT-2
How to increase sales in
the corporate business
2.1
Introduction
71

Reliance Corporate customers:
I have met personally 13 corporate customers for getting feedback
on reliance products & services v/s competitors’ products & services
currently used by them.
I have met the following corporate customers.
1.New Age Industries
2.Saryu Enterprise
3.Jain Fashion Ware
4.Citizen World Travel
5.Toshvin Analytical
6.Neb Electronics
7.Origin Express
8.Elder Pharmaceutical
9.Ras Propack
10.CMS Securities
11.Infrasoft Technology
12.Time Magnetic
13.Motilal Oswal
 I have personally visited13 Corporate customers out of which 7
Corporate customers are Interested in upgrading Reliance products
and services.
72

VIEW OF THE CORPORATE CUSTOMERS:
 More than 50% corporate customers are interested in upgrading their
mobile handsets.
 There are more than 60% corporate customers who are happy with,
Reliance Value added services.
 Reliance has nearly 3000 connections in 13 corporate customers as
compared to 620 connections of competitor’s services.
 100% Corporate Customers are fully satisfied with the R-world
services.
73

SALES POTENTIAL OF RELIANCE CORPORATE BUSINESS:
1.World card
World card has no admin charges like the International Roaming hence
we can increase sales.
2.Inter-Circle, Intra-Circle plans:
We can have more increase in sales acquisition by promoting CUG
plans.
3.Office-mail service:
Corporate customers can have better speed in sending their e-mails
from any part of India by using our office-mail services.
4.Attractive Mobile Range:
Different make of handsets are available from LG,SAMSUNG,NOKIA
and there is a wide variety of options for customers.
74

2.2
Define the problem
75

Factors to Increase sales in Reliance (CDMA):
 CDMA v/s GSM handset
Reliance has limited handset availability as compared to GSM
hence to promote more sales we need to widen the range of
mobile handsets.
 Handset attributes of Reliance mobile
Unlike other operators reliance should introduce Caller Tunes for
encouraging more handset facilities.
 Network Availability in CDMA v/s GSM
Strong network availability anywhere in the world should be
available in reliance to increase their sales.
 Value Added Service in Reliance
We should provide more Value Add Services to corporate
customers like Call divert, Call hold, Item-wise billing etc
 R-world v/s GPRS
Make R-world attractive in terms of entertainment like Games,
Sports Quiz, providing cricket scores online and many such other
facilities.
 Local Roaming V/s GSM
Roaming charges should be competitive to increase the sales.
 Customer service
Customer service is like frame of the company hence this should
provide all the possible information to the corporate customer in
76

terms of billing queries, rate plan & other product and services
offered by us.
 Customer focus strategy
We should know “what the customer needs” and accordingly we
should put forth our offer to get sales.
 Special offers/Gifts for the customers
All corporate rate plans should be bundled with some attractive
gifts as a gesture of becoming a member of reliance group this
increases word of mouth publicity.
 Attractive Rate plan v/s GSM
Rate plan should be competitive to increase sales.
 Customer post-purchase Reactions
We should follow up once the first bill gets generated in the billing
system. We can give our customers a feeling that we care for them
and they are precious to us.
 Customers satisfaction
Customer Satisfaction should be our prime focus.
 Make loyal customers for Reliance/word of mouth
Customers are fully satisfied with the reliance as word of mouth
publicity to increase sales of the Reliance.
 Advertisement
77

Attractive Advertisement helps us to Develop; Promote & Upgrade
the product for increase the sales.
 Direct selling
Sales person should directly meet with the corporate customers for
increasing the sales. They should maintain they should review
sales pipeline and the same regularly.
 Direct Mail
We should be sending Direct Mailers to all our corporate
customers on our new Rate Plans, New Handsets available along
with new pricing schemes.
 Publicity in Newspaper, Magazines.
Attractive advertisements in Newspapers & Magazines also
promote increase in Sales Acquisitions.
78

2.3
Develop the Research
Plan:
79

 In this world of corporate Reliance Infocomm has given me an
opportunity of meeting 13 Corporate Clients and have taken
initiative of interacting with them and managing to put their forth
needs in a detailed questioner format.
 This questionnaire will give us the ratio of customers satisfied
and not satisfied from our products/services.
 This project will also give us a detail requirement of corporate
customers and their needs and will help us to serve them better.
This Questioner is available in APPENDIX.
80

2.4
Data Collection:
81

 This project has been a very critical project for me, hence
information provided to me by customers has to be accurate.
Therefore I have managed to collate this data with the help of
customer application form also known as CAF.
 Which contains following data:
1.corporate customer name
2.Authorized person of the corporate
3.Contact No.
4.Address
5.Average telecom monthly spends.
6.No. of employees.
82

SAMPLE COPY OF CAF FORM (CUSTOMER APPLICATION FORM)
83

2.5
Data Analysis:
84

DATA ANLYSIS OF HOW TO INCREASE SALES IN CORPORATE
Q-1.Which service you are using now?
 COMPARISON GRAPH OF RELIANCE CORPORATE
CUSTOMER
Comparison graph of Reliance corporate customer in telecom
service
5
1
13
7
5
10
14
12
10
8
6
4
2
0
Hutch Airtel Reliance Tata Bpl MTNL
Telecom
service provider
view:
 We have MTNL who has maximum 10 corporate customers
against the Reliance has 13 therefore MTNL is the major
competitor as compared to Reliance.
 We have Tata, hutch and BPL following next with 7,5,and 5
connections.
85

 Reliance is doing well in FWP/T because of its attractive Rate plan
structure offered to the customers.
Q-2.How many connections you have of Reliance/Other then
Reliance?
 COMPARISON GRAPH FOR RELIANCE CORPORATE
CUSTOMER REGARDING TELECOM SERVICE USAGE
Comparison graph for the Reliance Corporate
Customers regarding telecom service usage
Reliance
82%
Hutch
11%
Airtel
1%
Tata
2%
Bpl
1%
MTNL
3%
Hutch
Airtel
Reliance
Tata
Bpl
MTNL
view:
 We have Reliance leading with 82% market share as compared
to TATA, bpl, hutch, Airtel and MTNL
.
 We have Hutch capturing 11% market share followed by 3% of
MTNL & 2% TATA’S.
86

Q-3.WHICH PRODUCT OF RELIANCE YOU ARE USING?
 COMPARISON GRAPH FOR RELIANCE PRODUCT
Reliance product
8
3
13
3 3
14
12
10
8
6
4
2
0
FWP
FWT
RIM
DATACARD
DSL
Reliance product
view:
 We have RIM which is capturing 100% of market share followed
by FWP,DATA CARD and R-connect services.
87

Q-4. DO YOU USE R-WORLD SERVICE?
 R-WORLD USERS IN CORPORATE CUSTOMER OF RELIANCE
R-world users in Reliance corporate customers
Yes
54%
No
46%
Yes
No
view:
 We have 54% of customers who are using R-connect service &
as per their feedback they find this service more informative and
helpful.
88

Q-5.WHAT IS YOUR OPINION REGARDING VALUE-ADDED
SERVICE?
 OPINION GRAPH FOR THE VALUE-ADDED SERVICES:
Opinion Regarding value added services
GOOD
62%
POOR
38%
GOOD
POOR
View:
 Value-added services has contributed l 62% corporate
customer are happy with the value-added services offering.
Solution:
 Reliance will introduce the friend scheme in which only one
group of friends talk to each other on any mobile CDMA OR GSM
mobile phones.
89

Q-6.Are you interested in Up-gradation of your mobile phones?
 RELIANCE PHONE UP-GRADATION PERFORMANCE
GRAPH
View:
 Reliance 54% corporate customers are interested in the
Upgrading their mobile phones to color mobiles.MP-3 etc.
Solution:
90
Up-gradation of Reliance phones of corporate
customers
Intersted
54%
Not-Intersted
46% Intersted
Not-Intersted

 Reliance has potential to increase the sales by getting latest
handsets and offering with attractive rate plans to their corporate
clients.
Q-7. ARE YOU USING ANY OTHER PRODUCT APART FROM
RELIANCE?
 RELIANCE CORPORATE CUSTOMER PRODUCT USAGE
Reliance corporate customer product usage
Usage
77%
Not usage
23%
Usage
Not usage
view:
 Reliance has 23% corporate customers who are satisfied with
the reliance products and services.
91

 We have 77% percentage corporate customers who are using
other service apart from Reliance .
Q-8.ARE YOU INTERSTED IN BETTER INTER-CIRCLE,INTRA-CIRCLE
PLANS?
 GRAPH FOR RELIANCE INTER-CIRCLE,INTRA-CIRCLE
PLANS
Reliance inter-circle,intra-circle plans
Intersted
69%
Not Intersted
31%
Intersted
Not Intersted
view:
 Reliance 69% corporate customers who are interested in the
inter-circle, intra-circle CUG facilities and this will upgrade our
customer acquisitions
92

 We have 31% who are not interested in CUG facilities but are
interested in other service of Reliance hence this can be
connected by offering better tariffs ,gifts scheme and promote
more incentives.
Q-9.ARE YOU INTERSTED IN THE ON-NET PLANS?
 GRAPH FOR THE RELIANCE ON-NET PLANS
Reliance on-net plans
Intersted
38%
Not-intersted
62%
Intersted
Not-intersted
view:
93

 Reliance 62% corporate customer are not interested in opting
on-net plans.
Solution
 Some attractive packages and distributing free game cd’s to
promote the on-net plans.
Q-10. ARE YOU INTERSTED IN OFFICE-MAIL SERVICE?
 GRAPH FOR RELAINCE OFFICE-MAIL SERVICE
Reliance Office-mail service
Intersted
54%
Not-Intersted
46%
Intersted
Not-Intersted
view:
94

 Reliance 54% corporate customers are interested in the office-mail
service. Reliance has potential to sell the office-mail service to
the corporate customer who uses the R-World services.
 In this service opted by the customers can only increase when we
can create a monopoly by offering better rates
Q-11.ARE YOU INTERSTED IN THE UN-LIMITED SMS SCHEME?
 GRAPH FOR THE RELIANCE UNLIMITED SMS SCHEME
Reliance Un-limite SMS scheme
Intersted
54%
Not-intersted
46%
Intersted
Not-intersted
view:
95

 Reliance has 54% corporate customers are interested in opting
the un-limited SMS schemes.
Q-12.WHAT DO YOU EXPECT FROM RELIANCE INFOCOMM?
 GRAPH FOR RELIANCE CORPORATE CUSTOMER
EXPECTATION
Reliance corporate customer expectation
satisfy
38%
Dissatisfy
31%
slightly satisfy
31%
satisfy
slightly satisfy
Dissatisfy
view:
96

 Reliance has 70% corporate customers who are satisfied and
other 30% of the customers are not satisfied.
Q-13.HOW MUCH YOU SPENT MONTHLY ON OTHER THEN
RELIANCE PHONES?
Reliance corporate customer monthly spent on other then
1400000
1200000
1000000
800000
600000
400000
200000
Reliance service
View:
 Here other then Reliance total 620 connection is available in the
13 corporate which I was visited.
 Total monthly spend is APPROX. is Rs,13.35 lac on this
connections.
97
0
monthly
spent
620
connections
OTHER then Reliance
service provider

 So average per connection value is RS.2100
Solution:
 So Reliance provider the customer service having less then
Rs.2100 per one connection for the appropriate corporate
customers.
2.6
STRENGTH AND
WEAKNESS OF
COMPANY:
98

RELIANCE STRENGTH AND WEAKNESS IN SALES;
Reliance strength:
 25% Loyal customers(only RELIANCE connections)
 We have 100% Corporate Customers using RIM handsets.
 We have75% of the Corporate customers using FWP.
 We have an additional feature of Office-mail service.
 Reliance Inter-Circle, Intra-Circle CUG plans.
 Un-limited SMS schemes
 Reliance world-card
 70% customer has satisfied with value-added services
 R-World very low rate compare to GPRS.
Reliance Weakness:
 No Handset Variety available.
 No International Roaming available
 Caller Tunes facility not available.
99

 Rate Plans structure should be more competitive.
2.7
APPENDIX:
100

Corporate sector:
1.MNC 2.Private Sector 3.Public Sector 4.Government 5.Forign Account
6.Named Account
Company name:________________________
Contact name:_________________________
Place:____________________________
1.Which service you are using now?
 Reliance
 Tata
 BPL
 Hutch
 MTNL
 Airtel
2.How many mobile/FWP connection
you have of Reliance?
___________________
______________________
3.How many connections you have
other than Reliance?
4.Which Product of Reliance you
are using?
 FWP
 FWT
 RIM
 DATA-CARD
 DSL
 Other
5.Do you use R-world service?  Yes
 No
6.What do you expect from R-world
service?
_______________________
_______________________
101

7.What is your Opinion regarding:
Value added services
8.Are you interested in
upgrading of your Reliance mobile
phones?
 Color Mobile
 Video-camera
 MP3
 Fm Radio
 Speaker System
 Other
9.Are you using any other
services/product apart from
Reliance?
1. __________________
2. __________________
3. __________________
10. What is the Rate plan of other
service provider?
11.Are you interested in better inter-circle,
intra-circle plans?
 Yes
 No
If Yes:
____________________________
12.Are you interested in On-net plans?
 Yes
 No
If yes:
_____________________________
13.Are you interested in Office-mail
service?
 Yes
 No
14.Are you interested in Reliance
World-card?
 Yes
 No
15.Are you interested in
Unlimited SMS scheme?
 Yes
 No
102

16.How much do you spend Monthly
on other than Reliance
phones ?
 < 1lac
 1-10 lac
 10-100 lac
 >1cror
17.What do you expect
from Reliance Infocomm?
________________________
Aim of the Questions of Questioner
Q.1 Which service you are using?
Ans. Feedback of this question through I will know which service
corporate customer are using now.
Q.2 How many FWP/Mobile phone you are using?
Ans. Feedback of the question through I will find out the best suited plan
offer to the corporate customer based on the no. of connections of
Reliance.
Q.3 How many connections you have other than Reliance?
Ans. Feedback of the question through I will .know the competitor
position in that corporate compare to Reliance in terms of connections.
Q.4 Which product of reliance you are using?
Ans. Feedback of this question through I will know which phones
corporate customers are using now.
.
Q-5.Do you use R-World service?
Ans .Feedback of this question through I will know that corporate are
using the R-world service or not.
103

Q-6.what do you expect from R-world?
Ans. Feedback of this question through I will know corporate customer
are satisfied with the R-world service or not .
Q-7.What is your opinion regarding value added service?
Ans. Feedback of this question through I will know customer are happy
with value added service or not. If response is not proper then some
changes in the value added service should be made in the future.
Q-8.Are you interested in upgrading mobile phones?
Ans. Feedback of this question through I will know that any corporate
customers are interested to require new model phone then I will
exchange that mobiles.
Q-9.Are you using any other product apart from Reliance?
Ans. Feedback of this question I will know that which product of
competitor is used by the corporate.
Q-10.What is the rate plan of other service provider?
Ans. Feedback of this question through I will know which scheme that
corporate are using of competitor.
Q.11.Are you interested in better intra-circle, inter-circle calls?
104

Ans. Feedback of this question through I will know if the company is
working in the local area then they will interested in the buying this inter-circle,
intra-circle phones.
Q.12.Are you interested in on-net plans?
Ans. Feedback of this question through I will know how many interested
in the on-net connections with the telephone connections.
Q-13.Are you interested in Office mail service?
Ans. Feedback of this question through I will know how many corporate
customers use the office-mail and how much require to buy in the future.
Q-14.Are you interested in un-limited SMS scheme?
Ans. Feedback of this question through I will know how many corporate
customers are interested in buying the un-limited SMS schemes.
Q-15.How do you allocate phones to your employee?
Ans .Feedback of this question through I will know phones network
follow by the corporate customers.
Q-16.How much do you monthly spend on the reliance phones?
Ans. Feedback of this question through I will know phone usage of the
corporate and this will help me to make the right decisions.
Q-17.How much do you monthly spend on other than the reliance
phones?
105

Ans. Feedback of this question through I will know phone usage of the
corporate of the competitor phones and through this data I will make
best offer to the corporate to buy the reliance phone.
Q-18.What do you expect from Reliance infocomm?
Ans. Feedback of this question through I will know what is actually
corporate require from reliance infocomm. And Positive and negative
points of reliance.
THANK - YOU
106

FULFILMENT PROCESS & HOW TO INCREASE SALES ( CORPORATE BUSINESS CDMA V/S GSM)

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