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Crm strategies & tools vodafone and airtel

Crm strategies & tools vodafone and airtel

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Crm strategies & tools vodafone and airtel

  1. 1. CRM STRATEGIES & TOOLS of Vodafone and Airtel Presented by: Sarthak Omer
  2. 2. Company overview- Airtel • Airtel was establishes in 1985, Bharti Airtel has been a pioneering force in the Telecom sector. • Airtel comes from Bharti Airtel limited, India’s largest integrated and the first telecom service provider with a footprint in all the 23 telecom circles. • The businesses at Bharti Airtel have been structured into four individual strategic units – Mobile service, Airtel Telemedia services, enterprise services & digital TV services.
  3. 3. Services Provided by Airtel
  4. 4. CRM BUSINESS STRATEGY Airtel CRM represents a business strategy that involves focusing knowledge, business processes and organizational structure around customer. This business strategy is an information technology infrastructure consist of data warehouses, decision engines and integrated.
  5. 5. Why CRM in Airtel In a telecom services company like Bharti, Airtel is considered a product. “It is vital for the company to manage the expectations of their customers and provide them with innovative products and services in a manner which makes them loyal,”. To achieve this, Bharti needed to have the appropriate means. “To better serve their customers they needed a tool. It is this need that made them to opt for a CRM (customer relationship management) solution”.
  6. 6. CRM USED IN AIRTEL • Currently Airtel is using I-CRM platform. “As part of their vision, they intend to provide Airtel services anywhere and at any time. I-CRM allows a company to define the value of a process, and improve it. • Before choosing its CRM tool, Bharti evaluated many options. It considered factors like: 1) Proper workflow automation 2) Facilitation of knowledge sharing 3) Integration with the billing system.
  7. 7. CUSTOMER LOYALTY PROGRAM What Is Airtel Loyalty Program? It is a reward program from Airtel aimed at recognizing and appreciating all Airtel Ghana customers for every amount spent on the consumption of any Airtel product or service.
  8. 8. Vodafone • Vodafone Group plc is a British multinational telecommunications company headquartered in London and with its registered office in Newbury, Berkshire. • It is the world's 2nd-largest mobile telecommunications company measured by both subscribers and 2013 revenues (behind China Mobile), and had 434 million subscribers as of 31 March 2014. • It has approximately 185 million customers.
  9. 9. Vodafone Strategy in India
  10. 10. CRM of Vodafone • Solutions that work the way you do for guaranteed success • Improvement in reporting, complete call information and client satisfaction. • Speeding up of the handling of requests, question and complaints at a various departments. • It would improve customer service handling and build the cross-selling of products and services, helping the operator reduce customer churn and increase ARPU.
  11. 11. Building Vodafone’s CRM • Vodafone ads play a great role in building up CRM. The ads in which the pug, two friends, Zoozoo’s, etc have made a mark on the customers. • The Vodafone outlets help their customers in dealing with the problems by attending to every customer and by providing them with info or solution
  12. 12. Conclusion & Suggestions • They must hire salesperson with good skills and they should be trained properly. • Vodafone should no call the customers for irrelevant offers and just should just give a notification about bill payment instead of calling and asking all the details. • Taking feedback not only from external customers but also the internal customers i.e., the employees. • Proper training to the customer care executive in terms of providing proper information. • Upgrading internet services and also reducing its cost. • Keep regular track of data for further leads.

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