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Brief on process flow in project Udaan

Brief on process flow in project Udaan. Brief overview of this document. Project Udaan was designed to improve the sales of broadband and landline for BSNL It centres around the following key elements Capturing the leads in a transparent manner

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Brief on process flow in project Udaan

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  1. Brief on process flow in project Udaan

  2. Brief overview of this document Project Udaan was designed to improve the sales of broadband and landline for BSNL It centres around the following key elements • Capturing the leads in a transparent manner • Creation of sales teams that reaches out to customers and engages in active sales • Monitoring of each lead in the system to ensure timely delivery Wings, a software application, developed to aid the key processes of Udaan This document captures the basic process flow in project Udaan; however, the process are evolving with roll-outs • For complete understanding of the process flow, on the ground (at roll-out locations) visit and understanding of Wings is required

  3. Team structure in Project Udaan at Circle level Head Office Circle + SSA Project Champion Project Sponsor • CGM Circle Director – CFA Dedicated DGM stationed at circle but reporting at HO Project Head Project Champion • GM (Sales - CFA) • + 1 SDE/JTOs for every 4-5 SSA Project Head • SSA head • GM (Broadband) existing Project Manager – Products & Mktg Roll-out managers Project Manager – Sales & Mktg Project Manager – SD/SA & CS Project Manager – IT & MIS • 1 DGM @ circle • DGM / AGM • DGM / AGM • DGM / AGM • 3 DGMs Sales team SD/SA team CS team IT lead Product & Mktg team • 6-10 SDE/JTO • All indoor & outdoor staff • ~3 DE / SDE • All customer facing personnel • 1-2 SDE / JTO IT • 8-12 SDE/JTO team leaders • 6-7 people per team • 2 SDE / JTO • Mktg, sales & product innovation • Support on-ground sales • Coaches for circle roll-out • Project management & coordination To be trained as Project Udaan "coaches"

  4. Overall "Customer to Connection" flow in project Udaan Customers Customer Service Confirmation of lead Delivery acceptance Technical acceptance CSC Sales Team Service Delivery / Service Assurance (Network Operations) Team BB call centre Cnxn requests LL call centre CO Leads & disconnection requests Ensure delivery SMS Online Internal system leads Various process are discussed in further detail in the following slides

  5. 6 detailed sales processes defined and detailed New leads generation & banking Collating & allocating leads Customer contact Feasibility check & confirmation Raising Work Order (OB) Sales closure 1 2 3 4 5 6

  6. Sales process 1 – New leads generation and banking Sales Associate Leads generated at other sources like CSC, Call Center, Web, etc. are directly entered into the system at the respective source 1 2 Get leads from field visits & market intelligence network in area Update team leader with new lead details every day over phone / meeting 3 4 Generate new lead in system every day basis sales associate feedback Maximise allocation of leads generated by sales associate to same person Sales Team Leader

  7. New lead generation form • Captures all critical customer information • Team identification not present – only area • Most fields optional, however contact details are must

  8. Sales process 2 – allocating leads Sales Associate 4 Log in to account and check the leads pending for confirmation 2 3 Communicate new leads to Sales Associates by phone/SMS If lead not from own area, transfer to other STL using tab "Transfer Lead" 1 Allocate lead to Sales Associate using the tab "Allot Lead" Sales Team Leader

  9. New leads generation status – online report • Captures and displays all fields recorded at the time of lead generation • Clicking the lead id gives further details such as convenient timings and additional information

  10. Sales process 3 – Customer contact Sales Associate 1 2 3 4 Call and meet customer and estimate requirements Provide status of contact establishment on phone to Sales Team Leader If interested, immediately make phone call to Sales Team Leader and give product & plan details Inform local network operations team and follow up on quick feasibility • Contacted or not ? • Interested or not ? 5 5 6 Sales team leader to immediately raise feasibility check request in system Sales team leader to immediately raise feasibility check request in system Sales team leader to regularly sample and check with customers on experience with sales associate Sales Team Leader

  11. Sales process 3 – customer contact Sales Associate 3 If confirmed, immediately make raise for feasibility to respective SDE/JTO using tab "Allot for Feasibility" 1 2 Input status of customer under option "Confirm/cancel lead" Call and meet customer and estimate requirements 4 Inform concerned SDE/JTO to revert with feasibility as soon as possible 6 Sales team leader to regularly sample and check with customers on experience with sales associate Sales Team Leader

  12. Sales process 4 – feasibility check & confirmation Sales Associate 1 2 4 If feasibility is ok confirm feasibility to customer over phone. These will appear in the tab "Document Collection" Report to STL if feasibility is not ok. These will appear in "Leads not feasible" Collect documents and payment for raising final OB and enter in tab "Document Collection" 3 Check on reason of non feasibility and escalate for appropriate action Sales Team Leader

  13. Feasibility check report to be regularly checked for status • Status of every pending request displayed • Sales associate can take update from team leader and follow up locally or inform customer if required • Status can also be viewed by network and cable teams

  14. Sales process 5 – raising work order (OB) Sales Associate 2 Go to nearest CSC/CO and submit documents & payment & raise OB 1 Collect all documents and payment from customer 2 Submit papers and payment to Sales Team leader 3 4 Sales team leader to consolidate all new requests and raise OBs through nearest CSC Record OB number in tab "OB/AN number" Sales Team Leader

  15. Generating a new connection OB

  16. Sales process 6 – sale closure Sales Associate 2 3 Sales Associate to pursue respective SDE/JTO for quick provisioning Sales associate to contact customer and check for satisfaction 1 4 Sales team leader to close all completed OBs – inform sales associate on completion & closure Sales team leader to regularly sample and check with customers on experience with sales associate Sales Team Leader

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