Bharat Sanchar Nigam Limited (BSNL) is India's largest public sector telecommunications company. It was established in 2000 and took over telecom operations from the Department of Telecom. BSNL provides both fixed telephony via landlines as well as cellular services across India using technologies like GSM, CDMA, FTTH, and WiMax. It aims to be the leading telecom provider in India through excellent customer service and affordable innovative products. However, it faces threats from private operators and needs to improve its marketing strategy, franchise network, and customer satisfaction.

1. BSNL
BSNL
Submitted by
Rahul Kanekar

2. BSNLINTRODUCTION : ABOUT BSNL
Bharat Sanchar Nigam Ltd. was incorporated on 15th
September 2000. It took over the business of providing of
telecom services and network management from the erstwhile
Central Government Departments of Telecom Services (DTS)
and Telecom Operations (DTO), with effect from 1st
October‘2000 on going concern basis. It is one of the largest &
leading public sector units providing comprehensive range of
telecom services in India.

3. BSNL
VISION
 Be the leading telecom service provider in India with
global presence.
 Create a customer focused organization with
excellence in customer care, sales and marketing.
 Leverage technology to provide affordable and
innovative telecom. Services/products across customer
segments.

4. BSNLMISSION
 Generating value for all stakeholders - employees, shareholders, vendors & business
associates
 Maximizing return on existing assets with sustained focus on profitability
 Becoming the most trusted, preferred and admired telecom brand
 To explore International markets for Global presence
 Developing a marketing and sales culture that is responsive to customer needs mer
care, sales& marketing
 Excellence in customer service-”friendly, reliable, time bound, convenient and
courteous service”
 Offering differentiated products/services tailored to different service segments
 Providing reliable telecom services that are value for money

5. BSNLOBJECTIVE
 To be the Leading Telecom Services provider by achieving
higher rate of growth so as to become a profitable enterprise.
 To provide quality and reliable fixed telecom service to our
customer and thereby increase customers confidence.
 To provide customer friendly mobile telephone service of
high quality and play a leading role as GSM operator in its
area of operation.

6. BSNL• Bharat Sanchar Nigam Limited (BSNL) is the largest
provider of fixed telephony and Broadband Service
provider in India.
• BSNL is India's oldest and largest communication
service provider having footprints throughout India
from Kashmir to Kanyakumari.
• BSNL provides various technologies to access high
speed Broadband Internet Services for it's customers. It
includes - ADSL / VDSL / FTTH / WiMax / EVDO /
3G / WiFi etc.
• No other operator in India is offering such different
varieties of products / services for it's customers.

7. BSNL
 Universal Telecom Services : Fixed wireline services and landline in
local loop (WLL) using CDMA Technology called bfone and Tarang
respectively.
 Cellular Mobile Telephone Services: BSNL is major provider of Cellular
Mobile Telephone services using GSM platform under the brand name
Cellone & Excel (BSNL Mobile).
 WLL-CDMA Telephone Services: BSNL's WLL (Wireless in Local
Loop)service is a service giving both fixed line telephony & Mobile
telephony.
SERVICES

8. BSNLSERVICES
Internet: BSNL provides Internet access services through dial-up
connection (as Sancharnet through 2009) as Prepaid, NetOne as
Postpaid and ADSL broadband as BSNL Broadband[
3G: BSNL offers the '3G' or the ‘3rd Generation' services which
includes facilities like video calling, mobile broadband, live TV, 3G
Video portal, streaming services and video on demand etc.
 Intelligent Network (IN): BSNL offers value-added services, such
as Free Phone Service (FPH), India Telephone Card (Prepaid card),
Account Card Calling (ACC), Virtual Private Network (VPN), Tele-
voting, Universal Access Number (UAN).

9. BSNL
WiMax: BSNL has introduced India's first 4th Generation
High- Speed Wireless Broadband Access Technology with the
minimum speed of 256kbit/s.
The focus of this service is mainly rural customer where the
wired broadband facility is not available.
IPTV:BSNL also offers the 'Internet Protocol Television'
facility which enables customers to watch television through
internet.
SERVICES

10. BSNLMarket Shares

11. BSNLSWOT Analysis
STRENGTHS :-
1.Huge Resources (financial and technical pool).
2.Huge customer base.
3.Transparency in billing.
WEAKNESSES :-
1.Non optimization of network capabilities.
2.Poor marketing strategy.
3.Poor franchisee network.
4. Lack of strategic alliances.

12. BSNLSWOT Analysis
OPPORTUNITIES :-
1. Tremendous market growing at 20 lac customers
per month.
2. Untapped broadband services.
3. Untouched international market.
4. Leveraging the brand image to source funds.
THREATS :-
1. Competition from private operators.
2. Decreasing per line revenues due to competitive pricing.
3. Multinational eyeing Indian telecom market.
4. Manpower churning.

13. BSNLCase Analysis : Questionaire
Q. 1 Which operator’s connection do you Use. ?
1) BSNL
2) RELIANCE
3) AIRTEL
4) OTHER
After interacting with 150 mobile users. It was found 47%
customer were of BSNL service users. so this is a segment which
provides vast opportunity for growth.

14. BSNL
Q. 2 Do you know about value Voucher. ?
1) Yes
2) No
After the survey done on 150 customer, It was found that about 75% of
the mobile users were aware of the value Vouchers available in the market.
Only 25% of the customers were not aware of these value vouchers.
The value vouchers in the market should be made aware to the customer,
so that they can demand for it.

15. BSNL
Q. 3 Do you know about VAS. ?
1) Yes
2) No
It was found that 65% of the customer were aware of the
value added services provided by the mobile services
providers. While 35% of the customer were not aware of it.
Q. 4 Which of the following VAS. ?
1) Hello Tunes
2) Call Conference
3) Ring Tone
4) Missed Call Alert
5) GPRS

16. BSNL
Q. 5What is the satisfaction level of customers to customer care staff’s attitude. ?
1) Satisfied
2) Dissatisfied
3) Strongly Satisfied
4) Strongly Dissatisfied
5) Neutral
Most of the customer was found to be strongly
dissatisfied with the attitude of the customer
care staff and ratio is almost 41%. Almost 16% of
the customer was found to be satisfied with the
attitude of the customer care staff and 24% were
strongly satisfied and almost 12% were
dissatisfied by the attitude of the customer care
staff.
16%
12%
24%
41%
7%
Attitude of customer care Staff
Satisfied Dissatisfied Strongly Satisfied Strongly Dissatisfied Neutral

17. BSNL
Q. 6 Are you satisfied with Level of Bill Clarification ?
1) Satisfied
2) Dissatisfied
3) Strongly Satisfied
4) Strongly Dissatisfied
5) Neutral
During the survey it was found that just
only 2% of customer were strongly
satisfied and 34% of them were satisfied
by services of bill clarification. About 12%
of the dissatisfied by the service of bill
Clarification and about 35% of the
customers are strongly dissatisfied.
34%
12%
2%
35%
17%
Satisfaction level of Bill Clarification
Satisfied Dissatisfied Strongly Satisfied Strongly Dissatisfied Neutral

18. BSNLFINDINGS
• BSNL is the fastest growing private company in the telecom sector of the region & Cellone (BSNL) Is
government company but at the same time facing threats from the new & strong entrant. ???
• No doubt Prepaid is the first choice of customers because still. Above 60% of the subscriber are using mobile
as a secondary medium to communication but the fact on the other hand is true that Postpaid Connection are
increasingly at a faster rate.
This is because the most attractive Tariff Rates & Schemes. And BSNL is the leader in this section with
lots & lots of schemes for each kind of user.
• BSNL enjoys a brand image (with over 4. 7 million subscriber), but they have to improve customer care cell,
and other attractive Schemes.

19. BSNL
SUGGESTION
• Most of the people do not know that their BSNL bill could also be submitted on NET.
So there should be specific, Information written on the bill reaching their home.
• Customer care service should be enhanced.
• The executive should talk to the caller in the language he/she has reached. English or
Hindi as told by the computer when the number is dialed.
• All the talks at customer care should be recorded and heard by company officials at
the end of the day and corrections. Update information & instruction for improvement
be given and recorded some where to know the efficiency of the person.
• Sim checking facility should be made available at each Franchisee.
• Detailed Bill should always be given free of cost to subscriber.

20. BSNL