Vodafone value enabled services to business customers.

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EXECUTIVE SUMMARY
The study is oriented towards understanding the various services available to business
customers, to understand satisfaction level of the customers, to look in to the scope of
profitability in B2B segment and the study focuses on the value enabled services which
have been offered by the company to Vodafone business customers.
The objectives of the study is to understand consumer perception, brand awareness,
buying motives and their expectations and satisfaction level.
Information is collected from different sources. The primary information is obtained by
conducting surveys the various customers with the help of questionnaire.
The questionnaire is analysed with the help of tables and charts. Which may help to
know about the customer perception, awareness and satisfaction level of the customer.
Lastly the findings indicate that most of them are satisfied with the products and
services and suggestion to be implemented regarding, network, providing subsidized
rates for business customers. Keeping the above factors and consideration we arrive to
suitable conclusion that trends in mobile segment is and its growth is tremendous. If
the demand is rising in the same pace then the company should be able to provide
innovative products and value added services to the subscribers.

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INTRODUCTION
India's telecommunication network is the second largest in the world based on the
total number of telephone users both fixed and mobile phone. It has one of the lowest
call tariffs in the world enabled by the mega telephone networks and hyper-competition
among them. It has the world's third-largest Internet user-base. According to the
Department of Telecommunication of India (DoT), as on March 2015, India has 302.35
million internet connections. Major sectors of the Indian telecommunication industry
are telephony, internet and television broadcast Industry in the country which is in an
ongoing process of transforming into next generation network, employs an extensive
system of modern network elements such as digital telephone exchanges, mobile
switching centres, media gateways and signalling at the core, interconnected by a wide
variety of transmission systems using fibre-optics or relay networks. The access
network, which connects the subscriber to the core, is highly diversified with different
copper-pair, optic-fibre and wireless technologies. DTH, a relatively new broadcasting
technology has attained significant popularity in the Television segment. The
introduction of private FM has given a fillip to the radio broadcasting in India.
Telecommunication in India has greatly been supported by the INSAT system of the
country, one of the largest domestic satellite systems in the world. India possesses a
diversified communications system, which links all parts of the country by telephone,
Internet, radio, television and satellite.
Indian telecom industry underwent a high pace of market liberalisation and growth
since the 1990s and now has become the world's most competitive and one of the fastest
growing telecom markets. The Industry has grown over twenty times in just ten years,
from under 37 million subscribers in the year 2001 to over 846 million subscribers in
the year 2011. India has the largest mobile phone user base with over 929.37 million
users as of May 2012. It has the world's second-largest Internet user-base with over 300
million as of June 2015.
The total revenue of the Indian telecom sector grew by 7% to ₹2,832
billion (US$42 billion) for 2010–11 financial year, while revenues from telecom
equipment segment stood at ₹1,170 billion (US$17 billion).

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TELECOM SECTOR OVERVIEW
India is currently the world’s second-largest telecommunications market and has
registered strong growth in the past decade and half. The Indian mobile economy is
growing rapidly and will contribute substantially to India’s gross domestic product
(GDP), according to report prepared by GSM Association (GSMA) in collaboration
with the Boston Consulting Group (BCG).
The liberal and reformist policies of the Government of India have been instrumental
along with strong consumer demand in the rapid growth in the Indian telecom sector.
The government has enabled easy market access to telecom equipment and a fair and
proactive regulatory framework that has ensured availability of telecom services to
consumer at affordable prices. The deregulation of foreign direct investment (FDI)
norms has made the sector one of the fastest growing and a top five employment
opportunity generator in the country.
Market Size
Driven by strong adoption of data consumption on handheld devices, the total mobile
services market revenue in India is expected to touch US$ 37 billion in 2017, registering
a Compound Annual Growth Rate (CAGR) of 5.2 per cent between 2014 and 2017,
according to research firm IDC.
India's mobile subscriber base is expected to cross 500 million! Subscribers by the end
of FY2015 from 453 million subscribers at the end of FY2014.
According to a study by GSMA, smartphones are expected to account for two out of
every three mobile connections globally by 2020 making India the fourth largest
smartphone market.
The broadband services user-base in India is expected to grow to 250 million
connections by 2017, according to GSMA.

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India added the highest number of net mobile phone subscriptions of 13 million during
the third quarter of 2015.
International Data Corporation (IDC) predicts India to overtake US as the second-
largest smartphone market globally by 2017 and to maintain high growth rate over the
next few years as people switch to smartphones and gradually upgrade to 4G.In spite
of only 5 per cent increase in mobile connections in 2015, overall expenditure on mobile
services in India is expected to increase to US$ 21.4 billion in 2015, led by 15 per cent
growth in data services expenditure, as per research firm Gartner.
Investment
With daily increasing subscriber base, there have been a lot of investments and
developments in the sector. The industry has attracted FDI worth US$ 17.7
billion during the period April 2000 to September 2015, according to the data released
by Department of Industrial Policy and Promotion (DIPP).
Some of the major developments in the recent past are:
 Walmart India Private Limited's president has shown interest in opening its
chain of stores in Haryana, while Micromax has also offered to set up a mobile
handset manufacturing unit in the National Capital Region (NCR).
 Vodacom SA, a subsidiary of Vodafone Plc, has entered into an agreement with
Tata Communications Ltd to buy the fixed-line assets of TataComm's South
African telecom subsidiary Neotel Pty Ltd.
 Bharti Airtel has planned to invest Rs 60,000 crore (US$ 9.02 billion) over a
period of three years with a view to boost its telecom network capacity thereby
improving the quality of voice and data services to its customers.
 Reliance Communications Ltd, India’s fourth largest mobile services provider,
has agreed to acquire Sistema Shyam TeleServices Ltd (SSTL), the local unit
of Russian company Sistema JSFC, in a deal valued at Rs 4,500 crore (US$ 687
million), which includes payments to the government for spectrum allotted to
Sistema.

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 Videocon Industries Ltd plans to set up a mobile handset assembly plant along
with manufacturing set top boxes in Punjab for an investment of Rs 500 crore
(US$ 76.7 million) over three years.
 American Tower Corporation, a New York Stock Exchange-listed mobile
infrastructure firm, has acquired 51 per cent stake in telecom tower company
Viom Networks in a deal worth Rs 7,635 crore (US$ 1.17 billion).
 Chinese smartphone maker OnePlus has announced its partnership with
Foxconn, a Taiwanese company, for assembling its phones in Foxconn's factory
in Andhra Pradesh.
 Swedish telecom equipment maker Ericsson has announced the introduction of
a new radio system in the Indian market, which will provide the necessary
infrastructure required by mobile companies in order to provide fifth-generation
(5G) services in future.
 Out of the total number of smartphones shipped in India during the June 2015
quarter, 24.8 per cent were made locally - a significant rise as compared to 19.9
per cent in the previous quarter - as per CyberMedia Research firm.
 Global telecom equipment makers like Ericsson, Nokia Networks and Huawei
are looking forward to over US$ 1 billion revenue opportunity as mobile phone
operators in India roll out high-speed broadband services on the 4G LTE
technology across the country.
 Lenovo Group of China has commenced manufacturing its smartphones in
India, through its contract manufacturer Flex’s facility near Chennai, thus
becoming the largest Chinese company to follow ‘Make in India’ strategy.
 Foxconn, the world’s largest contract-manufacturing firm for consumer
electronics and manufacturer for Apple products, has signed a Memorandum of
Understanding (MoU) with Maharashtra state government to invest US$ 5
billion over the next three years for setting up a manufacturing unit between
Mumbai and Pune.
Government Initiatives
The government has fast-tracked reforms in the telecom sector and continues to be
proactive in providing room for growth for telecom companies. Some of the other major
initiatives taken by the government are as follows:

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 The Telecom Regulatory Authority of India (TRAI) has directed the telecom
companies or mobile operators to compensate the consumers in the event of
dropped calls with a view to reduce the increasing number of dropped calls.
 With a view to encourage consolidation in the telecom sector, the Government
of India has approved the rules for spectrum trading that will allow telecom
companies to buy and sell rights to unused spectrum among themselves. The
Union Cabinet chaired by the Prime Minister, Mr Narendra Modi, gave its
approval to the guidelines on spectrum sharing, aimed to improve spectral
efficiency and quality of service, based on the recommendations of the Telecom
Regulatory Authority of India (TRAI).
 The Central Government’s several initiatives to promote manufacturing in the
country, such as ‘Make in India’ campaign appears to have had a positive impact
on mobile handsets manufacturing in the country. Companies like Samsung,
Micromax and Spice had been assembling handsets in the country already.
Xiaomi and Motorola, along with Lenovo have also started assembly of
smartphones in India. Firms like HTC, Asus and Gionee too have shown interest
in setting up a manufacturing base in the country.
 The Government of India plans to roll out free high-speed wi-fi in 2,500 cities
and towns across the country over the next three years. The program entails an
investment of up to Rs 7,000 crore (US$ 1.06 billion) and will be implemented
by state-owned Bharat Sanchar Nigam Ltd (BSNL).
Road Ahead
India will emerge as a leading player in the virtual world by having 700 million internet
users of the 4.7 billion global users by 2025, as per a Microsoft report. With the
government’s favourable regulation policies and 4G services hitting the market, the
Indian telecommunication sector is expected to witness fast growth in the next few
years.
Exchange Rate Used: INR 1 = US$ 0.015 as on December 17, 2015
References: Media Reports and Press Releases, Cellular Operators Authority of India
(COAI), Telecom Regulatory Authority of India (TRAI), Department of
Telecommunication (DoT), Department of Industrial Policy and Promotion (DIPP)

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Apart from Airtel, who started 4G services back in 2012, we will see several players to
jumping onto the 4G services bandwagon in India this year. Idea and Vodafone have
already launched their 4G services in selected markets. Jio, the telecom arm of Reliance
Industries, will launch its commercial service anytime soon.
Idea Cellular:
Let’s start with Idea Cellular by discussing its 3G as well as 4G spectrum. Idea won
2.1GHz spectrum in 11 circles in 2010, and those airwaves were used for 3G services.
In 2015 auction, Idea grabbed a chunk of 5MHz spectrum on 2.1GHz band in Kolkata
and 900MHz spectrum in Delhi.
In Delhi, Idea launched UMTS900 i.e. 3G services over 900MHz band (similar to
Airtel’s Platinum 3G). It should be noted that Idea Cellular has almost pan-India 3G
presence via ICRA route through Airtel and Vodafone’s 3G networks.
Idea 3G Map
Idea 3G map
In past two years, Idea kept defending itself by saying that India’s telecom market isn’t
ready for 4G/LTE services. However, sensing the threat from Reliance Jio’s entry into

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4G turf, Idea started rolling out 4G services in selected circles using its technology-
neutral 1.8GHz band.
In November 2015, Idea acquired spectrum in two more circles (Gujarat and Uttar
Pradesh-West) from Videocon. Right now, Idea is capable of rolling out LTE-FDD on
1800MHz band in a total of 12 circles. It should be noted that Idea did not win any of
2.3GHz band in the year 2010.

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Idea 4G LTE liberalised Spectrum details
Idea LTE liberalised spectrum details
In three circles – Himachal Pradesh, Uttar Pradesh (East), and Mumbai – Idea has less
than 5MHz of spectrum, which can be used for Narrow-Band LTE deployment, but
NB-LTE doesn’t make sense in Mumbai due to large population.
From the chart above, it’s clear that Idea has some circles with more than 5 MHz
spectrum which were won in 2012. However, there is lack of transparency if this
spectrum is tech-neutral or not. So, Idea has stayed away from rolling out 4G in these
circles (Kolkata, West Bengal, Jammu & Kashmir, and Assam). Otherwise, Idea
can serve 16 circles with LTE-FDD.

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World-wide narrow-band LTE is getting importance as it can be deployed with just
200MHz chunk of air space. Experts believe that NB-LTE can be a game changer for
IoT (Internet of Things). However, LTE-NB is not suitable enough for general data
services in India.
Idea 4G LTE Map
Vodafone India
Vodafone India has always been cautious about the amount of money being spent on
useless stuff and they invest money in a very planned manner. In 2010, Vodafone
invested for 3G spectrum only in 9 circles and opted for Intra-Circle Roaming
Agreement (ICRA) to go pan-India through Idea and Airtel’s networks.

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In 2015, Vodafone invested in five more circles to acquire 3G spectrum. It did not
receive any spectrum in 2010 on the 2300MHz band. However, they won technology-
neutral spectrum over the 1800MHz band, which supports LTE-FDD. With this,
Vodafone will be engaged into the war against Reliance Jio.
Vodafone seems to be seeing 4G as a business case in India, and hence they are in talks
with Tikona to buy the latter’s 20MHz of spectrum in 5 circles over the 2.3GHz band.
Vodafone India Liberalised spectrum details

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Airtel
India’s largest mobile operator, Bharti Airtel, has a huge spectrum bank across many
bands except the 800MHz band. Initially, Airtel had a spectrum on 2300MHz band in
4 circles (Kolkata, Karnataka, Punjab, and Maharashtra). Later, they acquired four
Qualcomm circles – Delhi, Mumbai, Kerala and Haryana – and it recently acquired one
circle from Augere in Madhya Pradesh. Airtel is rolling out LTE-TDD in these circles.
In 2014 and 2015, Airtel bagged some tech-neutral spectrum on the 1800MHz band,
which is being used for both 2G mobility as well as LTE-FDD services. Airtel has now
launched LTE-FDD in some circles – Andhra Pradesh, Tamil Nadu & Chennai, North
East, Himachal Pradesh, Orissa, and Rajasthan.

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Airtel has its own 3G/HSPA network in thirteen circles. In 2015, Airtel bagged
six additional circles and introduced Platinum 3G (over 900MHz band) in Mumbai and
Kolkata. In Mumbai, Airtel has dual 3G network.
Airtel 3G Map India

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Airtel liberalised spectrum details
Reliance Jio
Jio, Reliance Industries’ telecom brand, is robustly shaped with its spectrum bank. The
company is yet to launch its commercial services, but it has already invested some
thousand crore rupees to make everything right before the launch.

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Here are Reliance Jio’s spectrum ownership details
Jio has at least 5MHz in the 1800MHz band in most circles where it plans to roll out
LTE-FDD. It has plans to roll out LTE-TDD over its 20MHz continuous spectrum in
2300MHz band in all the circles. Jio strategically bagged 800MHz spectrum in selected
circles like Jio has 5MHz in all the ‘Category C’ circles where network deployment
cost can be reduced.
Jio’s 1800 MHz and 800 MHz Map

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Aircel
Aircel, the JV of India’s Apollo Hospitals and Malaysian telecom giant Maxis, had
invested a huge sum of capital 3G and BWA auctions that took place in 2010. However,
grabbing such a huge spectrum did not make the company profitable. The spectrum
price dragged them into the debts. After 2010, Aircel was never took a major
participation in the following auctions.
Aircel 3G and Aircel 4G Map
Aircel grabbed the 2100MHz spectrum in 13 circles in 2010. In 2015, they did not win
any 2100MHz spectrum. It grabbed 2300MHz spectrum in 8 circles. In 2014, Aircel
bagged a fraction of the spectrum in some circles as a top-up. In the auction that
happened in 2015, Aircel won 10MHz 1.8GHz spectrum in the Tamil Nadu circle,
which is the company’s strongest circle.
As Aircel has 20MHz 2300MHz spectrum in Tamil Nadu circle, we don’t expect that
Aircel will use the 1800MHz spectrum for LTE-FDD rollout in this circle. There have
been some talks in the market that Aircel may be acquired by Reliance
Communications.

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Videocon
Videocon Telecom had acquired 1800MHz spectrum in six circles in 2012.
Adding Punjab, they have spectrum in about 7 circles. Since then, they have
not participated in any of the following auctions. In 2015, they sold their spectrum in
Gujarat and UP West to Idea Cellular. In 2016, Videocon may sell its entire telecom
business in a phased manner.
They did not confirm anything about their profitability in the Punjab circle where they
have a strong presence in GSM and CDMA. With Videocon Group’s strategy, they are
not finding competitive advantage anywhere except the Punjab circle.
Telenor India
Telenor has a long and troubled history in the Indian telecom. In 2009, it invested in
Unitech’s mobile unit Unitech Wireless, and later commercially launched mobile
services under the Uninor brand. In 2012, it lost all its licenses after Supreme Court’s
verdict.

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However, they retained license in 6 circles and Unitech left the joint venture. The new
entity of Telenor’s Indian venture was named as Telewings when Indian partner was
Lakhsadeep Investments & Finance. In October 2014, Telenor acquired full stake of
Telewings, and Uninor was rebranded as Telenor India.
In the 2014 auction, Telenor bagged spectrum in its 7th circle – Assam. Telenor is now
looking for some consolidations to grow in the Indian market. Tata Teleservices may
be merged with Telenor as per market whispers.
Regarding 4G mobile services, Telenor has expressed to join the bandwagon, but the
company has limitations as they are now more focused on voice and data. However,
Telenor has plan to roll out narrow band LTE on the 1800MHz spectrum when the
market demands. Telenor’s 4G may wait till Tata Tele-Telenor merger happens.
Tata DoCoMo
Tata DoCoMo, the telecom brand of Tata Teleservices, is under a debt and a pressure
to perform. Tata Teleservices has lost its foreign partner NTT DoCoMo last year. Now
Tata Teleservices is looking for a new partner.

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There are strong chances that Telenor India, the wholly-owned subsidiary of Norway’s
telecommunications giant Telenor may acquire it while Tata Sons will be a minor
shareholder in the merged entity.
Tata Docomo 3G Map
Presently, Tata DoCoMo is present in nineteen circles of the country, and offers both
GSM and CDMA services. Tata DoCoMo 3G is present in nine circles only. In earlier
auctions, Tata Teleservices merely participated and bagged a fraction of the spectrum
as a top-up in fewer circles.
Reliance Communications
Reliance Communications has its 2G GSM presence (900/1800MHz) and CDMA
presence (800MHz) across all the 22 circles. However, in the recent auctions, the
company did not spend much to bad the tech-neutral spectrum. As per DoT’s
calculation, Reliance Communications can make its 800MHz spectrum liberalised in
sixteen circles.

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Reliance 3G Map
The telco is in advanced stages to merge with Sistema Shyam’s telecom venture MTS
India. MTS is currently present in nine circles with at least 3.75MHz spectrum on
800MHz band. The company has its 3G presence in thirteen circles since 2010. There
are no new 3G circles that were added to the company’s portfolio in 2015.
MTS India:

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Sistema Shyam Teleservices, which operates under the MTS India brand, is the
country’s sole operator which operates only on CDMA technology. At present, it is
present in nine circles. Except Rajasthan, all other eight circles have liberalised
800MHz spectrum, which can be used for LTE-FDD deployment. Sistema wants to sell
out its business and Reliance Communications seems to clear the roadblocks one by
one to get MTS India under its hood.
Firstly, BSNL and MTNL as a whole is present across the country with their 3G
services, and their 4G plans are yet to be concrete enough. They hold the 2500MHz
spectrum, which will increase their CAPEX to roll out 4G/LTE services and they
are already offering WiMAX services on commercial basis in some circles like Kerala.
So BSNL/MTNL’s 4G is a long way to come.

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ABOUT VODAFONE
Vodafone India is a 100% subsidiary of Vodafone Group. It commenced operations in
1994 when its predecessor Hutchison Telecom acquired the cellular license for
Mumbai. Brand Vodafone was launched in India in September 2007, after Vodafone
Plc. acquired a majority stake in Hutchinson Essar in May 2007. From a single
operation base with 31 million customers, the company has expanded its operations
across the country to cover all 22 telecom circles and service 180 million customers.
This journey is a strong testimony of Vodafone's commitment and success in a highly
competitive and price sensitive market. Vodafone ranked fifth by revenue and second
in the number of connections (435.9 million).
Vodafone owns and operates networks in 26 countries and has partner networks in over
50 additional countries. Its Vodafone Global Enterprise division
provides telecommunications and IT services to corporate clients in 150 countries.
Services provided: Based on Multi-Protocol Label Switching (MPLS), Vodafone’s
Virtual Private Network connects geographically diverse locations effectively and
efficiently.
Features:
Vodafone’s MPLS VPN provides secure and faster data connectivity between offices
via a cloud, saving on infrastructure costs. It gives the organisation the advantage of a
dynamic, flexible and future-ready service. It enables one to plan for bandwidth-hungry
applications, while simultaneously allowing one to centralise or de-centralise
applications. This service is easily scalable, helping one introduce new applications as
well as extend the network to add more locations. The multiple Classes of Service (CoS)
provide traffic prioritisation for voice, video and data applications, with stringent SLAs
for guaranteed quality performance.
With over 400 PoPs spread across the country, as well as a global presence in over 41
countries, Vodafone offers high service coverage while delivering a truly world-class
MPLS service.
MPLS VPN supports two topologies:

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 Enhanced performance at low cost for higher productivity
 'Future-proof' network architecture - scalable and flexible
 Faster response due to low packet drop and jitter
 Flexible solution topology to serve changing business requirements
 Prioritised traffic flow for voice, data and video applications
 Lower administrative costs due to an outsourced solution
 Supports Multicasting
 Features

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Vodafone’s LeasedCircuits provide point-to-point, high-speed, secure and dedicated
connectivity for instant transfer of data between two offices in India or abroad, via the
National Private Leased Circuits and Bandwidth Connect (International Private
Leased Circuits).
Vodafone’s Leased Circuits, delivered on the seamless optic-fibre network keep the
offices constantly connected with each other.
National Private Leased Circuits (NPLC)
National Private Leased Circuits (NPLC) from Vodafone is a point-to-point private line
that enables the organisation to communicate between geographically diverse offices
across the country. Dedicated to the business needs with high-capacity circuits, its
transmission channels of defined bandwidths make it easy to install and operate.
Bandwidth Connect (International Private Leased Circuits)
As the business expands beyond borders, it requires a private point-to-point system to
communicate between offices around the world. Vodafone’s Bandwidth Connect
Service does all this and more. This connectivity is achieved through international
submarine cables connecting countries through undersea routes. We cover over 41
countries directly and many more via partnerships, ensuring that the business is
seamlessly connected and ready at a global level.
 Benefits
 Consistent throughput between 2 locations
 No interference from any outside agency in any form - completely
secure
 Universal telecom standard interface / bandwidth granularity
 Assured bandwidth at all times
 Stringent end-to-end SLA parameters for guaranteed performance
 Features
MPLS VPN with 2G/3G API Solution
Vodafone combines its MPLS VPN solution with its wireless network to give one cost-
effective connectivity for the remote locations. It can also be used as a back-up option

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to wireline connectivity for business critical locations. This solution allows for greater
security because data travels only over Vodafone’s private network. It is ideal to be
used as a back-up, when there is low bandwidth connectivity, for ATM connectivity
etc.
IPSec VPN Solution
Vodafone IPSec VPN creates a secure tunnel between a remote user and Vodafone
IPSec gateway over any internet provider’s connection. The data carried over the tunnel
is encrypted, thus securing it even in a public network. It is ideal for connecting remote
/ small offices.
SSL VPN Solution
SSL VPN from Vodafone allows employees to be ready to access key business critical
applications over the internet while on the move. This solution is easy to deploy and
use, supporting a broad range of applications and devices. It is ideal for work-from-
home requirements, connectivity for channel partners etc. Employees can log-in with a
username and password on an SSL secure web browser ensuring that the company
confidential data is protected. The solution allows one to set various access policies
basis the security needs of the organisation.
NRAS Dial up Solution
In rare cases where the remote location only has a voice line, a CPE router residing on
the wireline voice connection can connect to an NRAS gateway that connects to the
Vodafone MPLS VPN Cloud.
 Benefits
 Ease-of-installation and deployment
 Low maintenance and easily scalable
 Connects remote offices and employees to the central office
 Cost-effective and secure

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Internet leased line
The Vodafone Internet Leased Line gives a dedicated, carrier-grade internet link to one
of the largest internet backbones in India.
 Services are delivered on:
 Largest 100 Gbps core network backbone in India with high capacity,
redundancy and security with 99.999% uptime
 Over 1,60,000 km of fiber, 1,40,000 base stations and more
 Over 2100 POPs across 160+ cities across India
 24*7 Network Operations Center (NOC) in Pune monitor network health
and take corrective actions pro-actively
They provide solutions to meet standard and customized internet requirements of large,
small and medium companies, start-ups and Government departments.
 Service flavours
To meet dedicated and shared bandwidth requirements, their Internet Leased Line has
three flavours:
 Business Internet Leased Line (1:1 ILL) – Dedicated Bandwidth ranging
from 1Mbps to 10Gbps
 Business Internet Port – 70% dedicated & 30% shared port bandwidth
ranging from 2Mbps to 10Mbps
 Value Plus Internet Leased Line (1:4 ILL) – 25% dedicated & 75% shared
port bandwidth ranging from 2Mbps to 10Mbps
Service features
Vodafone Internet Leased Line offers:
 Faster access to content globally
 High quality internet with SLA commitment
 Option to avail protection against DDoS attacks

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 Online, secure and easily accessible self-care portal
 Managed service for network and devices
Office wireline voice
 Features
E1 trunks carry digitised voice, giving crystal-clear quality. The desk phones can
display the number of the caller (Caller Line Identity) for incoming calls and send their
direct numbers for outgoing calls. Vodafone’s Office Wireline Voice (E1-DID) is
available across major cities in the country.
 Add E1-DID lines for more concurrency
 Unique directory numbers to extensions
 Each employee can have a personal landline number
 Direct Inward Dialling (DID) allows contacts to connect directly with
the employees, without dialling extensions or talking to an operator
 Shorter digit extensions can be used to make calls within the office
 Bundled, feature-rich EPABX
 Enjoy a range of features, like call hold, call transfer, conference, short
digit dialling etc.
 Vodafone can install a new EPABX for the E1-DID lines or integrate
with the existing EPABX
 Benefits
 Digital voice quality
 Single board number across India (with STD codes of each city)
 Significant cost savings over legacy systems
 EPABX-controlled rich call features
 Monitors and restricts usage at the EPABX
 Clean, aesthetic termination of as many phone lines as need when the
organisation grows

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Toll free service
For organisations to thrive in a competitive business environment, it is essential that
they place customers at the heart of their corporate strategy. Listening and responding
to customer needs can be a window to new business opportunities and methods of
improvement. Businesses around the world use toll free numbers to generate new leads,
serve customers and receive feedback. A Toll Free Number from Vodafone is not just
a sign of being customer-focussed; it also means greater dependability and better
service from the organisation.
 Features
Domestic Toll Free Service
A toll free number can be a gateway for the customers to reach out to anywhere in India
without any charge. They also get an option to choose from easy to remember numbers,
which means better recall and more business opportunities. Vodafone Toll Free
Numbers can be dialled from all operators across the country.
 Time-based routing
Decide which number receives the call based on the time of the call. For example, route
9 AM to 6 PM calls to the Gurgaon call centre and the calls which come in from 6 PM
to 9 AM to an outsourced call centre.
 Call redirection
Reroute a call when the primary number is busy or not answering, so that they never
miss an important call.
 Origin-based routing
Calls originating in the South can be terminated in Bengaluru or Hyderabad. Calls
originating in the North can be terminated in Noida or Gurgaon with a failover to
Bengaluru. They can also manage local language customisations.

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 IVR-based routing
Route a call based on customer choice with the help of a network-level IVR. For
example, if the customer presses 1, the call can be routed to the Delhi office, 2 for the
Bangalore office etc.
Vodafone also offers Universal Access Numbers (UAN) where the cost of a call is
partially borne by the calling party.
International Toll Free Service
Vodafone’s International Toll Free Service is just the product the business needs to
ensure that the customers can reach easily from any part of the world, without any
charge to them. One can avail of an International Toll Free Number from India, pay for
all charges in Indian Rupees, and avoid the hassle of interacting with multiple telecom
operators across the world.
 Benefits
 Allows customers to call for free
 Helps establish a corporate identity, generate leads, increase responsiveness and
consolidate new businesses
 Establishes greater service standards by creating one Pan-India number as the
identity, making it easier for customers to connect.
 Wide range of call routing options based on geography, time of the day and IVR
 Helps brand-building - Vodafone will help choose special numbers most suited
to the business, building brand credibility
Global virtual number
In a world where businesses need more innovative brand promotions to increase
customer engagement, organisations are looking for flexible solutions that can reach
out to a large target audience while being cost effective. Vodafone’s Global Virtual
Number (GVN) enables to run a multiple choice or voting-based contest through an
interactive SMS service.

30
 Features
GVN allows to reach the correct target segment for the multiple choice or voting-based
contest. The branded mobile number is yet another identity of the business that
customers will interact with.
 Benefits
 Ideal platform for contests and voting based initiatives
 Reach more audiences with a branded mobile number
 Avoid premium number charges - pay SMS charges as opposed to
premium short code (e.g. 5xxxx) charges
Network monitoring alerts
Businesses looking to compete in a connected world need a seamless flow of
information at all times between devices. This will help them make real-time, data-
driven decisions. Keep track of the IT network with regular SMS updates, thanks to
Network Monitoring Alerts from Vodafone.
 Features
The advantage of Network Monitoring Alerts from Vodafone is that it allows access of
information through SMS even on basic handsets. This enables remote monitoring,
which helps reduce response times and field visits by sending critical information to
the mobile, wherever.
 Benefits
 Monitor critical systems to enable quick resolution to down times
 Reduce response times and field visits
PC security
The connected revolution has created new and challenging security risks for
businesses. This is a result of the massive rise in the number of endpoints that need to
be secured, and the exponential increase in the volume of data being
processed. Vodafone’s PC Protection secures the valuable digital content across
devices, developing services as the needs evolve.

31
 Features
Concentrate on what's important, as Vodafone’s PC Protection makes sure they are
safe online, whether they are using a computer or a smartphone. Vodafone’s PC
Protection also provides a back-up of the important files and enables to share them
with colleagues and teams with ease.
 Benefits
 Make payments as per usage
 No need to worry about updates and upgrades
Caller tunes
Customers are increasingly using their interactions with a brand as an evaluation of its
offerings. A customised caller tune enables businesses to communicate the right
message to their customers even before they answer the call. Vodafone’s Caller Tunes
allow one to convey the corporate image, message or brand connect with clients and
stakeholders ingeniously.
Features
 Corporate Caller Tunes
Communicate the corporate image to clients and stakeholders effectively with
customised caller tunes from Vodafone. Greet the callers with a customised corporate
jingle, pre-recorded voice message or caller tune which can reinforce the organisation’s
brand recall. Update the message at the convenience, so that the callers get focussed
communication.
 Busy Caller Tunes
Busy Caller Tunes from Vodafone allows one to inform the customers when they are
unable to answer their calls, by setting the own busy message. This gives the flexibility
to communicate with the customers at the convenience without making them feel
neglected.

32
Missed call information
For a business to be responsive to their customers’ needs, they must be aware when
their customers are trying to contact them. Missed Call Information from Vodafone lets
one know who has called at all times.
 Features
Missed Call Information from Vodafone lets know who has called you, even when the
phone is switched off or unreachable, enabling one to never miss a call.
 Benefits
 Never miss a call even when the phone is switched off or unreachable
 Increased responsiveness
Vodafone m-pesa
Vodafone m-pesa™ is a fast, secure and convenient Payment and Cash Management
solution for the business. It is the world’s most successful mobile money transfer
service.
 Features
In India Vodafone m-pesa™ offers:
 An RBI approved mobile money account in association with ICICI Bank. This
account is accessible on even the most basic handsets through a simple,
customer friendly and secure medium called USSD (Unstructured
Supplementary Service Data)
 Deep rural connectivity to the last mile via its business correspondent network
of 65,000 agents
 Benefits
 Fast, secure and convenient Payment and Cash Management solution
 World’s most successful mobile money transfer service
 RBI approved mobile money account in association with ICICI Bank

33
 Deep rural connectivity
Vodafone audio conferencing:
In today’s business environment, it is of extreme importance for all stakeholders to
collaborate without allowing for a lapse in time or information. This helps speed up
decision making, reduce turn-around time and boost productivity. Vodafone’s Audio
Conferencing Service provides a reliable, cost-effective solution for connecting the
workforce across geographies and time-zones.
 Features
Vodafone’s Audio Conferencing offers the best features, unique online tools and a
smartphone application, seamlessly stitched together for an unparalleled service
experience.
 Core Conferencing
 Reservation-less Plus:
Conduct meetings anytime, anywhere without making a prior reservation or relying on
an operator. When one avail of this service, one get a permanent conference code that
can be shared with participants whenever one want them to join a conference.
 Automated Conference:
To conduct secure conferences, all one needs to do is make a prior reservation by phone
or email. Then receive a unique conference code, activated only for the scheduled time.
Share it with the conference participants that one has selected.
 Managed Conferencing
 Operator Assisted:
Get an operator to welcome and help the callers connect into the conference
call. The operators can also screen participants from a pre-approved list
prepared prior to the call.

34
 Event Calls:
The Event Calls feature is ideal for corporate events like product launches,
board presentations and corporate announcements. Events can be conducted in
lecture mode with all members muted, or a facilitator could read a custom
script and conduct a Q&A session.
 Vodafone Audio Conferencing App:
Vodafone Audio Conferencing App is a unique, easy-to-use, mobile-based audio
conferencing application that enables one to dial into a conference on the go. The
application is fully supported on Android® and iPhone®OS. It can be downloaded
from any of these App Stores for free.
Once downloaded onto the smartphone, it enhances the conferencing experience with
the following features:
 Single click to join calls
 Organise calls on the move
 Mark recurring calls as ‘Favourites’
 Store multiple conferencing profiles
 Manage the conference - Audio Conferencing features at the fingertips
 Online Audio Console
On a user-friendly web portal, one can manage accounts, generate usage reports, make
conference reservations and download useful conferencing tools.

 Customised Voice Prompts
This feature allows one to record one’s own welcome greeting for conference users.
 Benefits
 Speed up decision-making on Vodafone Res-Plus
 Collaborate effectively on the go with the Vodafone Audio
Conferencing App
 Convenient user management with the Online Audio Console
 Early adopters save up to 50% in travel cost

35
 Reduces the organisation’s carbon footprint by up to 50%
 Managed video conferencing
In an age of global enterprises, business is conducted across geographies and
time-zones. The challenge is for collaboration tools to facilitate real-time
exchanges that are as effective as face-to-face meetings. Vodafone’s next-
generation Managed Video Conferencing Service provides the enterprise an
edge by enabling effective collaboration among the employees, business
partners, suppliers, distributors, customers and other teams.
 Features
The best-in-class Managed Video Conferencing Service provides the following
features:
 Full high-definition video quality for near-real experience
 Connect from MPLS VPN, internet or ISDN - network agnostic
 Conference through video conferencing equipment, desktop, laptop,
tablets or smartphones - device agnostic
 Web self-care portal for scheduling and reporting
 Single platform for hardware and software based solution
 Investment protection-future expansion possible” (Please use the short
dash instead of the long dash)
 Support for mobile devices
 On-demand video recording
 Pay-per-port as one grow
 Benefits
 Effective collaboration amongst employees, business partners, suppliers,
distributors, customers and other teams
 Multiple modes to connect
 Multiple devices supported
 Full HD quality conferencing
Vodafone postpaid rs.199 plan

36
Basic plan details
Plan Name VF Talk 199 One Sec Plan
Activation Fee 99
Security Deposit 200
Monthly Rental 199
Free Benefits
Free Local 2000 Seconds (Excluding landline seconds)
Free STD NA
Free Local & STD NA
Free Local SMS NA
Free National SMS NA
Free Local & National SMS NA
Free Data 2G NA
Free Data 3G NA
Usage Charges
Vodafone to Local Vodafone 1.2p/sec
Vodafone to Other Mobile (Local) 1.2p/sec
Vodafone to Other Local phones 1.2p/sec
Vodafone to STD phones 1.2p/sec
Local SMS charges Re 1/SMS
National SMS charges Rs. 1.5 /SMS

37
InterNational SMS charges Rs. 5/SMS
Data 2G charges 4P /10KB
Data 3G charges 4P /10KB
Local Outgoing calls on Roaming 80 p/min
Incoming calls on Roaming 45 p/min
SMS on roaming Local @ 0.25p/sms & National @0.38p/sms
STD calls on roaming Rs.1.15/min
Billing pulse for calls Seconds
Billing pulse for Data NA
The benefits on each Vodafone plan may change according to customers telecom circle,
so one may need to directly contact with Vodafone’s customer care for more details or
can visit Vodafone website for a general overview of Vodafone 199 postpaid corporate
plan.

38
PROJECT DETAILS
Objectives:
 To understand the various services available to business customers.
 To understand satisfaction level of the customers
 To look in to the scope of profitability in B2B segment
Limitations:
 Sample size is limited.
 One subscriber may have more than one connection.
 The opinion of the subscriber depends on the geographical location of the
respondents.
 Confidentiality of respondents
Methodology to be used: Descriptive research
Sources of Secondary Data:
 Field briefing note of project corporate.
 Existing research papers
 Marketing and service marketing books
Sources of Primary Data: Questionnaire
Data collection instrument: Questionnaire

39
DATA ANALYSIS AND INTERPRETATION
1) Which telecom company does your company subscribe to?
 It is see that a majority of respondents are customers of Bharti Airtel and
Vodafone with a combined total of 59% majority.
 Vodafone needs to keep an eye out for Airtel as next prominent player
24%
35%
14%
14%
12%
1%
Responses
Bharti Airtel Vaodafone Idea Reliance Tata Docomo Others

40
2) What services do you subscribe from your telecom provider?
 It is seen that most respondents have avail services like Internet leased line, data
card and sim cards.
 Audio conference and video conference has opportunity to grow
21%
27%
30%
11%
11%
Responses
Internet leased line Data Cards Sim Cards Audio Confrence Video confrence

41
3) Have you used value added services apart from Vodafone?
 It is seen that 56% of the respondents have availed for services apart from
Vodafone which should be a concern for Vodafone, while 44% have not used
services from others.
56%
44%
Responses
Yes No

42
4) Would you prefer a separate Vodafone application for corporate clients?
 It is seen that 54% of the respondents prefer a separate application for corporate
clients while 46% do not feel the need for a separate application.
54%
46%
Responses
Yes No

43
5) Could you name the source you came to know about Vodafone and its services?
 It is seen that a majority of respondents have come to know about Vodafone
from Television advertisements and Newspapers.
42%
18%
24%
14%
2%
Response
Advertisment Hoardings Newspaper Website Others

44
6) Would you like different value packages for Bring Your Own Devices?
 Nearly 60% of the respondents feel the need for a separate plan for Bring Your
Own Devices.
60%
40%
Responses
Yes No

45
7) What is the budget or perk allotted by your company for Value added services?
 It is seen that a majority of respondents estimate the budget for the value enabled
services between 2crores to 3 crores.
3%
5%
45%35%
12%
Budget
Less than 1 Cr 1 Cr 2 Cr 3 Cr More than 4 Cr

46
8) How are the charges of the value added services billed?
 Majority of respondents are directly billed for the services they use.
61%
32%
7%
Response
Directly to you Company Account Directly to you and reimbursed by the company

47
9) Do you believe that these values added services are perquisites or a motivation
factor?
 It is seen that 43% believe that the value added services are perquisites or a
motivation factor while 19% don’t and 38% say maybe.
43%
19%
38%
Responses
Yes No Maybe

48
10) Do you think that efficiency of business increases because of these value added
services?
 It is seen that 55% respondents feel that value added services increase efficiency
of business.
55%
12%
33%
Responses
Yes No Maybe

49
11) If new technology enabled value service is brought in who are the first to receive
it?
 60% of the respondents say that the IT staff are the ones to receive new
technology.
60%
15%
25%
Response
IT staff HOD Self

50
12) What is you billing cycle for the value enabled services?
 52% of respondents say that they are billed monthly while 24% have said
quarterly. Vodafone needs to concentrate more on yearly and half yearly plans.
52%
24%
17%
7%
Response
Monthly Quaterly Half yearly Yearly

51
13) Are you satisfied with the value enabled services provided by your operator?
 75% of respondents have said that they are satisfied with the services provided
by their operator.
75%
25%
Responses
Yes No

52
14) Have you faced any problems from your provider?
 It is seen that 51% respondents have faced problems from their provider, thus
meaning that operators need to work with their customers.
51%
49%
Responses
Yes No

53
15) What problems have you faced by your provider?
 It is seen that majority of respondents have problems in service and billing,
followed by contact personnel.
40%
26%
34%
0%
Responses
Service Contact personnel Billing

54
16) When did you last face problems with your operator?
 It is seen that majority of respondents faced problems in the between 3 months
and 6 months.
41%
39%
20%
Response
3 Months 6 Months More than 6 Months

55
17) If you are given a personal choice to change operators than the offered you will
feel
 It is seen that most respondents feel motivated if they were given a personal
choice to change operators than the offered.
36%
31%
21%
12%
Responses
Motivated Free Privileged Esteem

56
18) What is the most engaged service you use officially?
 It is seen that majority respondents use Internet leased line followed by data
cards and sim cards.
 Operators need to work in increasing use of audio and video conference.
34%
31%
23%
7%
5%
Responses

57
19) What is the most preferred service used by your peers?
 It is seen that majority respondent’s peers use data cards followed by sim cards
followed by internet leased line.
19%
41%
30%
8%
2%
Responses

58
20) Rate Vodafone’s services on reliability factor? On a scale of 1 to 5 where 1
means unreliable and 5 means reliable.
 Majority respondents have given a rating of 4 on a scale of 5 for reliability
factor.
0
5
10
15
20
25
30
35
40
45
1 2 3 4 5
Responses
Reliability

59
21) Does Vodafone understand and meet your business requirements?
 67% respondents have said that Vodafone meets their business requirements
and needs.
67%
33%
Responses
Yes No

60
22) Rate your satisfaction or dissatisfaction for Internet leased line service you have
availed for on a scale of 1 to 5 where 1 means dissatisfaction and 5 means
satisfaction.
 On a scale of 1 to 5 respondents have given a rating of 4 for satisfaction of
internet leased line.
0
5
10
15
20
25
30
35
1 2 3 4 5
Responses
Satisfaction

61
23) Rate your satisfaction or dissatisfaction for Data card service you have availed
for on a scale of 1 to 5 where 1 means dissatisfaction and 5 means satisfaction.
 On a scale of 1 to 5 respondents have given a rating of 3 for satisfaction of Data
card.
0
5
10
15
20
25
30
35
40
45
1 2 3 4 5
Responses
Satisfaction

62
24) Rate your satisfaction or dissatisfaction for Sim card service you have availed
for on a scale of 1 to 5 where 1 means dissatisfaction and 5 means satisfaction.
 On a scale of 1 to 5 respondents have given a rating of 3 for satisfaction of Sim
card.
0
5
10
15
20
25
30
35
40
1 2 3 4 5
Responses
Satisfaction

63
25) Rate your satisfaction or dissatisfaction for Audio conference service you have
satisfaction.
 On a scale of 1 to 5 respondents have given a rating of 3 for satisfaction of
Audio conference.
0
5
10
15
20
25
30
35
40
1 2 3 4 5
Responses
Satisfaction

64
26) Rate your satisfaction or dissatisfaction for Video conference service you have
satisfaction.
 On a scale of 1 to 5 respondents have given a rating of 4 for satisfaction of Video
conference.
0
5
10
15
20
25
30
35
1 2 3 4 5
Responses
Satisfaction

65
27) Rate how important value enabled services should look into business benefits
on the parameter of Efficiency on a scale of 1 to 5 where 1 means not important
and 5 means very important.
 On a scale of 1 to 5 respondents have given the highest rating of 4 for the
importance on the parameter of Efficiency.
0
5
10
15
20
25
30
35
40
45
1 2 3 4 5
Responses
Importance

66
on the parameter of Control on a scale of 1 to 5 where 1 means not important
importance on the parameter of Control.
0
5
10
15
20
25
30
35
40
45
1 2 3 4 5
Responses
Importance

67
on the parameter of Networking on a scale of 1 to 5 where 1 means not important
importance on the parameter of Networking.
0
5
10
15
20
25
30
35
40
1 2 3 4 5
Responses
Importance

68
on the parameter of Agility on a scale of 1 to 5 where 1 means not important
importance on the parameter of Agility.
0
5
10
15
20
25
30
35
40
45
50
1 2 3 4 5
Responses
Importance

69
KEY LEARNINGS
 Improvement of the quality of service to desired level and provide simultaneous
integration with the nationwide network. The special distribution of the
transmission towers should be increased to avoid "no signal pockets"
 Vodafone should establish widespread and conspicuous distribution to match
that of the competitors. The distribution network shall make the product visible
and available at convenient locations.
 Vodafone need to emphasise more on the B2B market as competitors like Airtel,
Reliance, etc. are catching up.
 Vodafone also needs to understand the different business requirements of their
clients
 Vodafone also needs to promote more on services like video and audio
conference as there is a lot of scope of growth in that market.

70
CONCLUSION
Indian economy is an emerging one and is growing very fast in market competition
level among telecommunication services providers. New players are coming who will
necessarily intensify the competition. New products and new schemes are being offered
by the telecom service providers. The need for large information capacity has grown
tremendously due to the demand of real time information.
Indian telecom companies are putting in their best offer to rope in major telecom
operators of the world e.g. Vodafone, Aircel and MTNL etc. are playing their role in
synergy with the operation of the Indian companies. Process of acquisition and merger
are in process and future will be only for those companies who have an edge over others
in the field. Service provided and the better quality of network etc.
Vodafone needs to need keep track of competitors. They also need to give more
importance to value enabled services in terms of pricing, value to gain a competitive
edge.

71
BIBLOGRAPHY
 Service marketing- McGraw-Hill
 Marketing management- Philip Kotler
 Indian journal of marketing
WEBLIOGRAPHY
 http://www.trai.gov.in/
 http://telecomtalk.info/india-4g-map-3g-map/148272/
 http://www.vodafone.in/business/home?section=business
 http://www.indianjournalofmarketing.com/

72
ANNEXURE
1) Which telecom company does your company subscribe to?
 Bharti Airtel
 Vodafone
 Idea
 Reliance
 Tata Docomo
 Others (Please specify)
2) What services do you subscribe from your telecom provider?
 Internet leased line
 Data cards
 Sim cards
 Audio conference
 Video conference
 Others (please specify)
3) Have you used value added services apart from Vodafone?
 Yes
 No
4) Would you prefer a separate Vodafone application for corporate clients?
 Yes
 No
5) Could you name the source you came to know about Vodafone and its services?
 Advertisement
 Hoardings
 Newspapers
 Website
6) Would you like different value packages for Bring Your Own Devices?
 Yes
 No
7) What is the budget or perk allotted by your company for Value added services?
8) How are the charges of the value added services billed?
 Directly to you
 Company account

73
 Directly to you and reimbursed by the company
9) Do you believe that these values added services are perquisites or a motivation
factor?
 Yes
 No
 Maybe
10) Do you think that efficiency of business increases because of these value added
services?
 Yes
 No
 Maybe
11) If new technology enabled value service is brought in who are the first to receive
it?
12) What is your billing cycle for the value enabled services?
13) Are you satisfied with the value enabled services provided by your operator?
 Yes
 No
14) Have you faced any problems from your provider?
 Yes
 No (if skip question 15)
15) What problems have you faced by your provider?
 Service
 Contact personnel
 Billing
16) When did you last face problems with your operator?
 3 months
 6 months
 More than 6 months
17) If you are given a personal choice to change operators than the offered you will
feel
 Motivated
 Free
 Privileged
 Esteem

74
18) What is the most engaged service you use officially?
 Data cards
 Sim cards
19) What is the most preferred service used by your peers?
 Data cards
 Sim cards
20) Do you think Vodafone’s services is reliable?
 Yes
 No
21) Dose Vodafone understand and meet your business requirements?
 Yes
 No
22) On a scale of 1 to 10 where 1 is extremely dissatisfied and 10 being extremely
satisfied give your ratings for the following services availed by you:
 Data cards
 Sim cards

75
23) Should value enabled services look into business benefits on the following
parameters:
 Efficiency
 Control
 Networking
 Agility
Please rank the following parameters on a scale of 1 to 4 where 1 is most
important and 4 is the least important.
Name:
Age:
Gender: Male/ Female
Phone no:

Vodafone value enabled services to business customers.

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