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Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712

Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712 Smita Bommera 08-713 Promod Kamble 08-730 Nupur Khanna 08-733 Sanjukta Mukherjee 08-740 Reemis Rodrigues 08-749 Neha Vyas 08-757. ABOUT THE COMPANY.

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Sapna Agarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712

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  1. SapnaAgarwal 08-702 Vinay Agnani 08-704 Vaibhav Alone 08-705 Tejashree Bole 08-712 SmitaBommera 08-713 PromodKamble 08-730 NupurKhanna 08-733 SanjuktaMukherjee 08-740 ReemisRodrigues 08-749 NehaVyas 08-757

  2. ABOUT THE COMPANY • India’s largest GSM mobile operator. • Category of the company Public, Listed on BSE • Founded 1985 • Headquarters New Delhi-India • Key people Sunil Mittal • Industry Telecom • Revenues Rs37500 cr • Website www.bhartiairtel.com

  3. BUSINESS UNITS

  4. Products • Total cost control • Pre Activated STD/ISD • Strong Network Coverage Prepaid mobile phone! Postpaid Mobile Phone! • Easy Billing • · Easy Payment Options. Anytime, Anywhere. • · Credit Limit • · Strong Network Coverage • · Long Distance Calling Facility • · Widest Roaming (National and International) • · GPRS – Roaming

  5. PRICING STRATEGY • .Varied call charges based on the time when the call was made • E.g. – users were charged Re. 1 for the first min and 0.50p every min for outgoing calls in the time slot of • The rates were lowered at nights to Rs. 0.40 and Rs.0.60 respectively. • Life time validity card for Rs.99 only • Launched special offers –sms packs, STD pack etc. • Low roaming tariffs. • Free GPRS services for there pre-paid and post paid customers.

  6. PEOPLE • Total Employees 25,616( Bharti Airtel consolidated) . High employees attrition rate. • 118.86 million mobile customers (Dec 09)

  7. PLACE • It has wide and extensive presence even in the remotest areas of India and Sri lanka • Airtel Customer Care Touch Points • Distributors E.g. Paan shops, grocery stores, chemists, mobile phone outlets, etc. • 23-telecom circles of India

  8. PLACE

  9. PROMOTION • Official IPL Sponsors • TV Ads • Show sponsors • Danglers outside retail outlets (pan wala’s) • Hoardings • Delhi half marathon • Tie up with social networking sites & retail stores. • Online ads. • Different strategy of advertising ( Pan wala’s and taxi drivers with mobiles)

  10. PROCESS • Min service std’s laid down by TRAI have to be adhered to. • 4 hrs 4 activation & 72 hrs for doc verification • Depending on Severity of problem, feedback call may or may not be given. • 121 toll free no for any service or query • Customer complaints to be resolved within 72 hrs maximum if not extn must be asked for • Services mostly outsourced (Symbiotic)

  11. SERVICE BENCHMARKS

  12. PROCESS

  13. PHYSICAL ENVIRONMENT

  14. GAP MODEL • Gap 1 – Customer Expectation & Company Perceptions of Customer Expectaion • Lack of communication between Dept. • Focus on new customer • Gap 2 - Customer – Driven Service Design & Std. & Company’s Perception of Consumer Expectation • All services & process of Airtel are outsourced • No proper system to develop a new service are

  15. Gap 3 – Customer – driven service Design & Std. & service deliver • Increasing customer base • POI • Gap 4 - service deliver & External Communication to customer

  16. Closing of Gaps • Relationship marketing • Employee mgmt.

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