Voltas Air-Conditioners- Service Management
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Services provided by Tata's Voltas air conditioners. Detailed analysis with SWOT, STPD and their special customer service programs.
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Voltas Air-Conditioners- Service Management
- 1. VOLTAS AIR CONDITIONERS Kirk Coutinho eMBA- Marketing 13040
- 2. ABOUT VOLTAS India's largest air conditioning company and one of the world's premier engineering solutions providers and project specialists. Founded in India in 1954 by Volkart Brothers and Tatas Offers engineering solutions to various industries. Headquartered in Mumbai, 25 offices and 200+ service centres pan- India and 6 offices overseas. Voltas provided the air-conditioning for the world's biggest ocean liner, the RMS Queen Mary 2 and also the world's tallest building, the Burj Khalifa
- 3. ACCOLADES 1993-94- United Nations' Grand Award for Excellence in Public Service Worldwide 1994-95- International Public Relations Associations' Golden Trophy for Excellence in Customer Service 1995-96- Mumbai Chamber of Commerce and Industry's Good Corporate Citizenship Award 2000-02- Highest exports in the category of 'services (regional award)‘ 2002-04- Top exports in category of 'project exporters (regional award)’ 2006-07- Export Excellence Award 2008-09- ‘MEP Project Manager of the Year’ and ‘Health and Safety’ awards. 2010- Readers’ Digest Trusted Brand Award 2013- National Energy Conservation Award 2015- EFFIE Award Silver LEED Certification
- 4. ORGANIZATION
- 6. AIR CONDITIONING MARKET SCENARIO India sold about 3.3 million air conditioner units in fiscal 2013-14 period Overall AC market registered a 25% volume growth in the Q1 of FY 2014-15 Penetration rate about 3-3.5% Voltas saw more than 50% jump in number of AC units sold in the Q1 of FY 2014-15
- 7. MARKET SHARE
- 9. PRODUCTS Split ACs •Y Series •Ye Series •Yc Series •Yr Series •Ya Series •Ya-R Series •Yu Series •Yd Series •Yi Series Window ACs • Ye Series • Yd Series • Y Series • Yi Series • Ya Series Cassette ACs •Venture Slimline ACs •Venture
- 10. STPD ANALYSIS Segmentation: Demographic- Income Targeting: Concentrated- Price Conscious Positioning: Low on cost air conditioners with all the features of a good quality air conditioner Differentiation: Economically priced with great qualities and excellent pre & post purchase services
- 11. BUSINESS STRATEGY Voltas has two strategies: Product Differentiation Focus on the customer
- 12. SWOT ANALYSIS 1. Economical Prices 2. Market Leader 3. Trusted Brand 4. Post Purchase Services 1. Competitive Market 2. Heavy Components 1. Product Differentiation 2. V-Service 3. Indian Mass Market 4. Eco-Friendly 1. Increase in Fan Market in Tier 2 & 3 cities
- 13. SERVICES PROVIDED 24x7 Toll Free Customer Helpline SMS for Help Feedback Form ‘Voltas Service’ Accounts on Facebook & Twitter V-Service
- 14. V-SERVICE V-Service consists of the following features: Database management Service par excellence End-to-End Customer service solutions Expertise at door step Nation wide network
- 15. CONCLUSION Voltas are strengthening their opportunities to gain larger market share Voltas will continue to instill trust and provide great service to their customers Voltas’ economical prices with great quality are the main value drivers
- 17. STAY COOL!
Editor's Notes
- heating, ventilation and air conditioning, refrigeration, electro-mechanical projects, textile machinery, mining and construction equipment, water management & treatment, cold chain solutions, building management systems, and indoor air quality. Revenue- Rs. 53.66 billion Net Income- Rs. 2.45 billion
- MEP (Mechanical, Electrical & Public Health) LEED (Leadership in Energy and Environmental Design)
- 1800-425-4555 SMS 'AC ' to 56677
- Database management: V Service is based on the latest technology that automatically registers service requirements with all our offices. Service par excellence: Manpower training programs, IT resources and prompt service vans streamline the service procedure and ensure utmost efficiency. End-to-End Customer service solutions: V Service provides various services like Do & Charge, AMC, Retrofits and spares. Expertise at door step: Professional after-sales services are provided at your doorstep, ensuring a hassle free experience. Nation wide network: A wide network of customer care centers and call-centers ensures prompt service.