Professional Documents
Culture Documents
EXECUTIVE SUMMARY
The project aims at understanding the Marketing strategies at Airtel and its
impact on the perception of Airtel Cellular Services. Research has
demonstrated conclusively that it is far more costly to win a new customer
than it is to maintain an existing one. And there is no better way to retain a
customer than to exceed his expectations. For this purpose it is essential to
know the level of customer satisfaction. The focus of my research was theme
assortment of customer satisfaction level for the services provided by Bharti
Airtel. The research was done for the corporate clients of Bharti Airtel. My
job was not only to represent the Corporate Sales Dept. and collect the
feedback from the clients but also to get the major complaints resolved
through internal counseling. There can be no better opportunity to interact
with the external as well as the internal customers of an organization. Finally
the results of the research verify the fact that keeping the customer satisfied
is the best strategy to not only retains the existing customers but also to
expand the business to new horizons.
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INTRODUCTION
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Airtel provides a host of voice and data products and services, including
high-speed GPRS services. Airtel also offers a wide array of 'postpaid' and
'prepaid' mobile offers, with a range of tariff plans that target different
segments. A comprehensive range of value-added, customised services are
part of the unique package from Airtel. The company's products reflect a
desire to constantly innovate. Some of these are reflected in the fact that
Airtel was the first to develop a 'single integrated billing system'
Airtel comes to you from Bharti Airtel Limited - a part of the biggest private
integrated telecom conglomerate, Bharti Enterprises. Bharti is the leading
cellular service provider, with an all India footprint covering all 23 telecom
circles of the country. It has over 21 million satisfied customers. Bharti
Enterprises has been at the forefront of technology and has revolutionized
telecommunications with its world class products and services. Established
in 1976, Bharti has been a pioneering force in the telecom sector with many
firsts and innovations to its credit. Bharti has many joint ventures with world
leaders like SingTel (Singapore Telecom); Warburg Pincus, USA; Telia,
Sweden; Asian infrastructure find, Mauritius; International Finance
Corporation, USA and New York Life International, USA. Bharti provides a
range of telecom services, which include Cellular, Basic, Internet and
recently introduced National Long Distance. Bharti also manufactures and
exports telephone terminals and cordless phones. Apart from being the
largest manufacturer of telephone instruments in India, it is also the first
company to export its products to the USA.
Airtel's journey to leadership began in Delhi in 1995. Since then, Airtel has
established itself across India in sixteen states covering a population of over
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600 million people. Airtel will soon cover the entire country through a
process of acquisitions and green field projects. With a presence in over
1,400 towns, Airtel today has the largest network capacity in the country.
In the last nine years Airtel has achieved many firsts and unique records: it
was the first to launch nationwide roaming operations, it was the first to
cross the one million and the five million customer marks. It was also the
first to launch services overseas.
There are other 'firsts' credited to Airtel - many of them in the area of
innovative products and services. Today, Airtel innovates in almost
everything that it presents to the market. An excellent example is Easy
Charge - India's first paperless electronic recharging facility for prepaid
customers. As evidence of its fine record, Airtel has also been conferred
with numerous awards. It won the prestigious Techies Award for 'being the
best cellular services provider' for four consecutive years between 1997 and
2000 - a record that is still unmatched. And in 2003, it received the Voice &
Data Award for being 'India's largest cellular service provider', amongst
others.
As part of its continuing expansion, Airtel has invested over Rs. 1,065
billion in creating a new telecom infrastructure. In 2003/04, Bharti Tele-
Ventures earned a gross profit of Rs. 16 billion on revenues of Rs. 50
billion.
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STRATEGIES OF BHARTI AIRTEL LTD
PROMOTIONAL STRATEGY
Airtel to “Touch Tomorrow” with a new brand vision. The Bharti Mobile
promoted AirTel cellular service will go in for repositioning of its brand
image. The new brand ethos is portrayed in two distinct fashions - the tag
line "Touch Tomorrow", which underscores the leading theme for the new
brand vision, followed by "The Good Life", which underscores a more
caring, more customer centric organization. Aimed at re-engineering its
image as just simply a cellular service provider to an all out information
communications services provider, Touch Tomorrow is meant to embrace
the new generation of mobile communication services and the changing
scope of customer needs and aspirations that come along with it.
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incorporate the latest branding in all of its communication and will soon be
going in for an enhanced promotional drive to establish the brand's presence.
PRE-PAID card users need not worry anymore about recharging their
coupons every month. Company has launched a plan that allows users to
take a pre-paid connection with lifetime validity for a onetime payment of
Rs. 999. Subscribers availing themselves of this scheme will also get full
talk time for their charge coupon they purchase and also have the option to
buy Taiwanese manufactured Bird mobile handsets for as low as Rs.1,399.
The move is aimed at stopping the churn in the pre-paid subscriber base.
Once a subscriber takes this plan, he will always be an Airtel subscriber
whether the mobile is being used or not.
COMPETITIVE SITUATION
Airtel launched its services before Essar and skimmed the market picking up
the bulk of the high usage premium clients. This is a very competitive
industry with the two companies differentiating either on value-added
services or price. Airtel is perceived as the high quality provider and has a
premium image. Essar, on the other hand, is perceived as the lower end
service provider. Airtel positions itself as the market leader on the basis of
the number of subscribers. Essar is trying to counter this by emphasising on
the reach of its network and the quality of its service. However, Essar is
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somewhat not been very successful largely due to the inconsistency in
advertising.
To promote themselves, both the players have been dependent on tactical
advertising However, they have restrained from using comparative
advertising Hoardings have been a very popular medium for carrying the
advertisements Airtel has also been advertising on television using the
Bharti Telecom name.
Airtel has targeted the premium and upper middle class. The rationale
behind it is that only those segments should be targeted who value time and
have the paying capacity. It Is also planning to target the business tourists
during their stay in the capital About 60% of the clientele are top executives
of corporate houses .About 15% are foreign organizations and the rest are
professionals and small businessmen. During the introduction stage there
was intense pressure to get consumers across to hook up with their brand,
because getting them to switch brand loyalty later would be hard So far
Airtel marketers have been concentrating totally on the business executive
class but now that the basic viable volumes has beer) built up and prices
have declined to a certain extent they are planning to venture further afield.
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a) They take personal responsibility to "get" the answer for any
Problem faced by the customer
b) They anticipate customers' problems and take pro-active steps.
c) They give answers to the questions & requests, quickly & efficiently.
d) They have a positive tone & manner while interacting with customers.
e) They end the interaction on a positive or a humorous note-making the
last30 sec count.
Airtel realizes that attracting people 'Is easy but converting the mint loyal
customers is hard, hence emphasis is on maintaining a ‘Smiling and a
Friendly Atmosphere' to please and retain the customer.
AIRTEL has realized that the Indian market is price sensitive. Therefore it
care of the has come up with various innovative tariff schemes to take needs
of different category of customers-Generally, the cellular services are more
expensive than the landline based telephone services. This is due to the
reason that the operating companies are required to pay a fee to the
government for using airtime.
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MARKETING STRATEGY
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knowledgeable consumers are asked to name Cellular phone service
provider that is on the top of his/her mind 60% of them would name Airtel.
As for aided it -is 100%(by giving clues and hints etc.).Brand strength of a
product or the health of a brand is measured by the percentage score of the
brand on the above aided and the unaided tests. The figures show that Airtel
is a healthy and thriving brand. Every company has a goal, which might
comprise a sales target and a game plan with due regard to its competitor.
Airtel 'campaign strategy is designed keeping in mind its marketing strategy.
The tone, tenor and the stance of the visual ads are designed to convey the
image of a market leader in terms of its market share. It tries to portray the
image of being a "first mover every time" and that of a "market leader". The
status of the product in terms of its life cycle has just reached the maturity
stage in India .It is still on the rising part of the product life cycle curve in
the maturity stage. The diagram on the left hand side shows the percentage
of the users classified into heavy, medium and low categories. The right
hand side shows the revenue share earned from the three types of users.
Airtel, keeping in mind the importance of the customer retention, values its
heavy users the most and constantly indulges in service innovation. But,
since heavy users comprise only 15 -20% of the population the other
segment cannot be neglected. The population which has just realized the
importance of cellular phones has to be roped in.It is for this reason that the
service provider offers a plethora of incentives and discounts. Concerts like
the "Freedom concert" are being organized by Airtel in order to promote
sales. The media channel is chosen with economy in mind .The target
segment is not very concrete but, there is an attempt to focus on those who
can afford. The print advertisements and hoarding are placed in those
strategic areas which most likely to catch the attention of those who need a
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cellular phone. The product promise (which might cost different1 higher) is
an important variable in determining the target audience. Besides this, other
promotional strategies that Airtel has adopted are :
DISTRIBUTION
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Company
Franchisee Distributor
Dealer Dealers
Customers Customers
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Target set for distributors and the dealers is 100 -150 activations per month.
Hence the dealers can also go for their own promotions like banners and
discounts on festivals etc. The dealer provides service promptly. The
consumer on providing the bill of purchase for the handset and proof of
residence has only to wait an hour before getting connected. The staff of the
dealers and the franchisees is provided training by the Airtel personnel.
The complaints encountered by the franchisees and dealers are either
handset being non-functional or the SIM Card not getting activated.
Anything more complicated is referred to the main Airtel office in Delhi.
OBJECTIVES
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phone service the value chain has split into domestic/local calls, long
distance players, and international long distance players. Apart from having
to cope with the change in structure and culture (government to corporate),
Airtel has had to gear itself to meet competition in various segments – basic
services, long distance(LD), International Long Distance (ILD), and Internet
Service Provision (ISP).It has forayed into mobile service provision as well.
To find who are the competitors of the Airtel and the market shares of
the competitors and what strategies Airtel is implementing to beat its
competitors.
communications sector.
METHODOLOGY
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Observation method, and
Experiment
SECONDARY SOURCE
Internet
Newspaper
Magazines
Others
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have been structured into three individual strategic business units (SBU’s) -
mobile services, broadband & telephone services (B&T) & enterprise
services. The mobile services group provides GSM mobile services across
India in 23 telecom circles, while the B&T business group provides
broadband & telephone services in 90 cities. The Enterprise services group
has two sub-units - carriers (long distance services) and services to
corporate. All these services are provided under the Airtel brand. Its include
Voice Services
Mobile Services
Satellite Services
Voice Services
Bharti Airtel became the first private fixed-line service provider in India. It is
now promoted under the Airtel brand. Recently, the Government opened the
fixed-line industry to unlimited competition. Airtel has subsequently started
providing fixed-line services in the four circles of Delhi, Haryana, Madhya
Pradesh, Karnataka, Tamil Nadu & UP (West).
Airtel Enterprise Services believes that these circles have high
telecommunications potential, especially for carrying Voice & Data traffic.
These circles were strategically selected so as to provide synergies with
Airtel’s long distance network and Airtel’s extensive mobile network.
Airtel Enterprise Services, India's premium telecommunication service, brings
to you a whole new experience in telephony. From integrated telephone
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services for Enterprises and small business enterprises to user-friendly plans
for Broadband Internet Services (DSL), we bring innovative, cost-effective,
comprehensive and multi-product solutions to cater to all your telecom and
data needs.
Mobile Services
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The First in Asia to deploy the multi band feature in a wireless
network for efficient usage of spectrum.
The First to deploy Voice Quality Enhancers to improve voice
quality and acoustics.
The First telecom company in the world to receive the ISO
9001:2000 certification from British Standards Institute
Satellite Services
Airtel Enterprise Services provides you connectivity where ever you take
your business Our Satellite Services bring you the benefits of access in
remote locations. Airtel Enterprise Services is a leading provider of
broadband IP satellite services and DAMA/PAMA services in India. Our
solutions support audio, video and voice applications on demand.
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Satellite Services include :
PAMA/DAMA
BIT - Internet
VPN
Satellite based IPLCs for redundancy reasons
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Managed Data & Internet Services include :
MPLS
ATM
FR
Internet
IPLC
Leased Lines
Customized Solutions
International Managed Services
Metro Ethernet
SWOT ANALYSIS
STRENGTH
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Very focused on telecom.
Leadership in fast growing cellular segment.
Pan-India footprint.
The only Indian operator, other than VSNL, that has an international
submarine cable.
WEAKNESS
OPPORTUNITIES
THREATS
SWOT (BREIF)
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STRENGTH
on the telecom, around 93% of the total revenue comes from telecom
(Total telecom revenue Rs 3,326).
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Telecommunications Ltd. in the year 2002. This has brought a huge
value to the IPLC customers, delivering them an option besides the
incumbent carrier, to connect to the outside world.
WEAKNESS
OPPERTUNITIES
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THREATS
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BCG MATRIX
STARS QUESTIONMARKS
HIGH
LEASED
ISP
PRIVATE
CELLULAR SERVICE
CIRCUIT
GROWTH %
COWS DDDDD
DOGS
LOW
BASIC TELEPHONE
(Fixed Line)
HIGH LOW
BCG Matrix is used to find out the relative growth prospects of the product
line. Within the Airtel product line leased, private, circuit are among star.
Airtel is going to have a submarine cable between Singapore and Chennai
with the collaboration of SingTel. This wills Airtel to maintain its position in
IPLC market. Right in India only VSNL have such cables.
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ANSOFF MATRIX
MARKET
PENETRATION
PRODUCT
ENTERED IN DEVELOPMENT
BROADBAND AND
FIXED LINE MARKET IPLC PRODUCTS
MARKET
DIVERSIFICATION
DEVELOPMENT
The company should follow all four strategies depending on the demand and
product as indicated in the matrix. The company perhaps needs to focus
more on the comparatively neglected area of diversification.
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MARKET PENETRATION: Airtel entered in broadband and fixed
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INDUSTRY STRUCTURE PORTER’S MODEL
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The earlier pattern used to be that the national telecom company used to own
every segment of the value chain till the international gateway. With
liberalization there was competition in virtually every segment. There are
companies that provide local connectivity, those that function as long
distance carriers, and those that provide only gateway links. Some integrated
players operate in all segments. The intensity of competitive pressures
across the chain is reflected in the downward spiral being witnessed in tariffs
and prices to customer.
The value chain for cellular mobile service and Internet Service Providers
(other than cable based net connections) is similar in as much as the calls
reach the destination through similar local loop, long distance and
international gateway.
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ENVIRONMENTAL ANALYSIS
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CORE COMPETENCE
Airtel core competencies are sales & promotions and as of now Airtel is
leading brand in mobile services in India. Airtel have three big personality
Viz. Sachin Tendulkar , Shahrukh Khan and music maestro A. R. Rahman
along with R. Madhavan and Bidhya Ballan for endorsing there product and
services currently Airtel is outsourcing there no competence function and try
to fully concentrate on his core competency that is sales promotion.
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ANNEXURE
(%age)
Private 47.3
6.43 53.76 50.24
Operators
PSU
12.5
Operato 40.74 53.24 49.76
rs
59.8
Total 47.17 107.00 100
(% age)
1
BSNL 36.8 78.02
2
MTNL 3.94 8.35
3
Tata 3.23 6.85
4
Reliance 1.86 3.94
5
Bharti 0.97 2.06
6
HFCL 0.21 0.44
7
Shyam 0.16 0.34
All India 47.17 100
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OPERATOR WISE SUBSCRIBER BASE OF FIXED SERVICES &
THEIR MARKET SHARE
Market Capitalization
Customer Base
25,648,686 GSM mobile and 1,591,071 broadband & telephone (fixed line)
customers (Status as at month ended August 31, 2006)
Operational Network
Provides GSM mobile services in all the 23 telecom circles in India, and was
the first private operator to have an all India presence.
Provides broadband (DSL) and telephone services (fixed line) in 92 cities in
India.
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FINDINGS
Outsourcing The call center operations for the mobile services have
BSNL inspite of the fact they are far away from Airtel technologically
but these two have a inside ranch in rural and urban area and have low
tariff rates.
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Brand Ambassador Airtel has strong brand ambassador, Sachin
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RECOMMENDATIONS
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BIBLIOGRAPHY
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REFRENCE
www.airtelworld.com
www.airtel-broadband.com
www.trai.gov.in
www.hindustantimes.com
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