Value

Added
Services
Harshdeep Singh
Provided Nirav Seta
Pranav Trivedi
To Retain Rizwan Pathan

Customers.
Service Marketing Presentation 1
Flow of the Presentation.

• Technology.
• Bharti Airtel.
• Core Values of the Company.
• Airtel`s Model to Success.
• 3 P`s Of Airtel.
• What is Value Added Service.
• Service Flower Of Airtel.
• Services Provided By Airtel.
• E-Crm at Airtel.
• Success Pyramid.

Service Marketing Presentation 2

• Gap Analysis of Airtel.
• Creating Perception & Value.
• Service Recovery.
• Feedback at Airtel.
• Success…
• Conclusion/Suggestion to Airtel.

Service Marketing Presentation 3

Technology

CDMA – Already there

are big players in this
segment Reliance ,
Tata

3G – Value added
services potential still
to be tapped fully

GSM- Currently
commands 70% of
mobile subscribers in
India

Service Marketing Presentation 4

Bharti Airtel

• Largest Private Integrated Telecom

Company in India

• Largest & Fastest Growing Wireless

Operator in India

• Largest Telecom Company listed on

Indian Stock Exchange
Source: airtelworld.com
Service Marketing Presentation 5
Core Values Of the Company

• Empowering People - to do their best

• Being Flexible - to adapt to the changing
environment and evolving customer needs
• Making it Happen - by striving to change
the status quo, innovate and energize new
ideas with a strong passion and
entrepreneurial spirit
• Openness and transparency - with an
initiate desire to do good
• Creating Positive Impact – with a desire
to create a meaningful difference in
Service Marketing Presentation 6
Airtel`s Model to success

Service Marketing Presentation 7

 People

• “ We at Airtel always think in

fresh and innovative ways about
the needs of our customers and
how we want them to feel. We
deliver what we promise and
go out of our way to delight the
customer with a little bit more”
Source: Mr. Rajvinder Singh ( Sales Head Airtel Ahmedabad)

Service Marketing Presentation 8

Process
•The Company has
ensured that the
waiting time in the
Airtel world is low.

•The Company has

made the systems as
the Customer wants.

Source: Airtel World @ S.G.Highway.

Service Marketing Presentation 9
Physical Evidence

“They Communicate what they serve”

And make the intangible thing Tangible.
Service Marketing Presentation 10
VAS{Value added services}
A value-added service (VAS) is popular as

a telecommunications industry term for non-core services or, in

short, all services beyond standard voice calls and fax

transmissions but, it can be used in ANY service industry for the

services providers provide for no cost to promote their main

service business. In telecommunication industry on a conceptual

level, value-added services add value to the standard service

Source: Brand Equity (Economic

Times)
Service Marketing Presentation 11
Service Flower of Airtel

Service Marketing Presentation 12

Services Provided by Airtel.

Service Marketing Presentation 13

 Way finder- Postpaid

•Airtel brings voice assisted turn-by-turn

navigation with Way finder Navigator™ on
BlackBerry
•If you enter8800/8820/8310/Storm
a destination you will be guided to it,
both by voice directions and on the map. All you
have to do is choose how to get there, by car,
public transportation or by bike.
Source: Airtel World @ S.G.Highway.
Service Marketing Presentation 14
 M.Commerce-Postpaid

M-Commerce has a distinctive advantages

namely flexibility. Through the mobile phone,
consumers can conduct business transactions
without being fixed at a computer terminal or
being physically present at the shop. In essence,
M-Commerce offers personalization and real time

Service Marketing Presentation 15

 Hello Tunes

•“Gaana bolo Hello Tune Pao”, Simplest way

to find the Hello Tune of your choice
•Call 543215 and say the name of your song or
movie to search for your favorite Hello Tune.

Source: Airtel World @ S.G.Highway.

Service Marketing Presentation 16
e-CRM Initiatives
• After implementation of the Oracle
CRM, Airtel now implementing e-CRM.
• e-CRM implementation partner is IBM
• Would provide a host of services now
running on Oracle CRM
– Online customer support
– Customer profiling
– Web interface
– Sales management for vendors and
partners
Success Pyramid for Airtel

Service Marketing Presentation 19

Gap Analysis Of Airtel

Service Marketing Presentation 20

Creating Perception & Value
Delivery.

•Creating Perception & Delivering Value as per

Gap Analysis.
Service Marketing Presentation 21
Service Recovery @ Airtel

• Retention plans
• Loyalty Plans
• 100% bill accuracy guarantee.(Key
driver)
• Offer of the day.
• World on finger tips
Service Marketing Presentation 22
Feed Back
• Ensuring Feed Back from all in Airtel
World.

• Ensuring Feedback on all calls from

121.

• Feedback survey done every week.

Service Marketing Presentation 23
Airtel’s success.

• Word of mouth

Service Marketing Presentation 24

Suggestions to
Airtel/Conclusion
• The call centre should be more
equipped to divulge more
information.
•  Increase in advertisement to
compete against Vodafone.

Service Marketing Presentation 25

Thanks!!!

Service Marketing Presentation 26