This document discusses Telenor's customer care service in Pakistan. It provides an introduction to Telenor as a Norwegian telecommunications company operating in 12 countries. It then discusses Telenor's operations and products in Pakistan, including its prepaid and postpaid packages. It also covers Telenor's major competitor Mobilink and compares their market shares, coverage, products, customer bases, and marketing operations. The document then focuses on Telenor's customer care division and discusses their customer relationship management, customer lifecycle including acquisition, retention, and win back strategies.

1. Customer care service of
Telenor
Presentation Topic:

2. Group Members
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ID # 22
ID # 62
ID # 14
Muhammad
Suleman
Ibrahim
ikhram
Muhammad
Adil Bhatti
Tauqeer
Ahmed

3. Norwegian Multinational
Telecommunication company.
1 of World’s largest mobile
telecommunication company.
Owns network in 12 countries.
.
Operations in more than
countries.

4. Introduction about Telenor
 Acquiring a license in April, 2004.
 launched its services commercially in Karachi, Islamabad and
Rawalpindi on 15 March, 2005.
 The official opening of Telenor Pakistan was held in
Islamabad with ex-President of Pakistan General Pervez
Musharraf as guest of honor.
 It had a reported subscriber base of 26.7 million, and a
market share of 24% .
 Quality Services
 Call Centers

5. PRODUCTS
 Telenor provide products of two types:
 Prepaid
 Postpaid
 Prepaid packages are:
 Telenor Talkshalk (Talk Shawk) A1
 Telenor Talkshalk (Talk Shawk) Har Second
 Telenor Talkshalk (Talk Shawk) Har Minute
 Telenor Talkshalk (Talk Shawk) 30 Second
 Djuice
 Djuice Jagtay Raho
 Postpaid Packages are:
 Persona EASY
 Persona SIMPLE
 Persona FREE

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7. Major Competitor and market share
Parameters Mobilink Telenor
Product Life Cycle Maturity Growth
Market share % 37% 20%
Coverage 900 cities 1100 cities
Product Portfolio Jazz Octane,
Mobilink
Indigo, Ladies
First,
TalkShawk,
Telenor
Azadi, Djuice
Customer Base 17.2 million 3.6 million
Marketing Operations Excellent Good

8. Customer Care Division
The Customer Care Division is responsible for managing all
customer service touch points including the call center and our
sales & service centers located across the country.
Careers in Customer Care Division include areas such as
Customer Services, Sales & Service Center professionals, Service
Excellence, Insourcing, etc.

9. Customer Relationship Management
 CRM System is the process to compile information
that increases understanding of how to manage an
organization’s relationships with customer
ADVANTAGES OF CRM
 Growth in numbers of customers.
 Long term profitability and sustainability.
 Increased customer satisfaction, because they are
getting exactly what they want.
 Repeat purchasing.

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11. CUSTOMER LIFE CYCLE
Acquisition Strategy:
 First one to bring the concept of "Mobile TV" in Pakistan.
 Customized packages available for every market segment e.g.
Djuice for price conscious class, smart calls for routine users,
Telenor persona for upper middle and elite class.
 The first one to provide free roaming facility during HAJJ
program.
 First one to introduce Easy Paisa in 2009 (Money Transfer, bill
payment)

12. Acquisition Strategy (Cont’d):
 They advertise by using Billboards, Fashion Magazines,
Banners, Newspapers, Internet, Banners, TV, Radio.
 Through Smart Share, MCA, V.A.S. (Call block, Social Service,
Sports, Music, Internet, Religion, cell info display).
 Convenience through Easy Load and distribution setup.

13. Retention Strategy:
Customer retention is the key to success and objective of any
organization. Quality has shown strong relationship with the customer
retention with the services. Other factors like customer services (care),
customer attraction and interaction and customer loyalty has also shown
relationship with the overall customer satisfaction.
CUSTOMER LIFE CYCLE

14. These are the strategies:
 Welcome strategy:
Telenor often send messages when you avail few types of services.
For instance: Buying sms packages, Internet packages etc.
 Responsiveness:
To show a good reaction.
For instance: When you have minimum balance, send messages by Telenor about
your balance.
 Personalization:
Design or produce something to meet someone’s individual requirement.
For instance: Web self service which is related to your personal profile and
Djuice friend finder messenger.
Retention Strategy (Cont’d) :

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16.  Access strategy:
Online negotiation with the customers & identify needs and problems.
For instance: Websites
 Priority Access:
Best customers have special number or another channel to gain quick access to
the organization.
For instance: Postpaid
 Reward Strategies:
Something given in return for or got from work done, good behavior etc.
For instance: Free minutes on maximum calls.
Retention Strategy (Cont’d) :

17. If any customer has stopped using your product then giving them an
extra offer including the product to attract him to come back refers
to customer win back. Telenor has launched a push to target the
consumers who have been inactive in the last 3 months or so.
CUSTOMER LIFE CYCLE
Win back Strategies:

18. Win back Strategies (Cont’d) :
 Identify who is about to terminate:
CCS can help & measure about customers activity through call, e-mail,
website. Through surveys you can analyze problems why customers are
leaving?
 Establish who is about to terminate:
Give offers to the customers like Telenor posted an unconditional
Rs.30 worth of balance for those who did not use Telenor connection
for a few months.

19. Conclusion and Recommendation

20. REFERENCES:
Management (9th edition)by Steven P. Robbins and Mary
Coulter
Telenor Broadcast Report - 2008-09 as on 11th of
February 2009
Interim Report January–December 2008
Corporate Responsibility Report 2008
Telenor Cantt Franchises
www. Telenor.com.pk
www.researchandmarkets.com/reports
www.telenor.com.pk