Title of project:- CRM IN TELECOM SECTOR
Project mentor:- [Link] Kaur
Sources of data collection:- Airtel , Vodafone ,
, idea.
Sample size:- 300
Name of the students:-
Varinda Sharma
Ishan Mahajan
Muneet
INTRODUCTION
The telecommunications market, in the last few years, has seen incredible
Technological advancement, which has fueled massive consumer adoption
and brutal competition driven by commoditization. To drive profits in this
business, you must increase the average lifetime value per customer and
minimize the service cost even as service choices increase. Common to all of
our customers in the telecom sector is an abiding belief in delivering the best
service to customers by investing in technology that empowers consumers
and service agents to have intelligent, productive conversations. In a
marketplace where consumers are increasingly aware of their choices,
consistent service quality is the foundation of a durable brand. As a sector,
retail has been slow to adopt CRM principles and practices. Compared with such
industries as financial services and telecom.
TELECOMMUNICATION SECTOR
The sector that includes the telecommunications service providers, network
operators, regulators, manufacturers, subscribers, and users.
The telecom sector has seen much change during the past two decades. At
first, it was the opining up of the equipment manufacturing sector, followed
by the corporatisation of the government owned entities, Videsh Sanchar
Nigam Limited (VSNL) and Mahan agar Telephone Nigam Limited (MTNL).
Subsequently, the sector was opened for private participation in basic other
value added services. The most recent liberalization moves have been the
corporatization of the Department of Telecom into Bharat Sanchar Nigam
Limited (BSNL) and the privatization of VSNL.
OBJECTIVE
An effective CRM system includes tools such as a skilled customer care staff
and leading edge automation and workflow management software
platforms. With this tool, it is possible for a telecom company to track sales
enquiries, trouble tickets, emails, telephone calls, and customer satisfaction
surveys.
CRM for Telecom Industry
The mySAP CRM solution enables you to tightly integrate front and back-
office processes to deliver superior customer service
The free flow of information and powerful capabilities tailored to the telecom
industry help you increase revenue, cut costs, boost customer satisfaction,
and turn your company into a responsive, customer-centric player.
INDUSTRY CHALLENGES AND E-GAIN SOLUTIONS
CUSTOMER SERVICE IS KEY TO SALES AND LOYALTY
Telecom, especially mobile telecom, is a highly competitive and increasingly
mature market. As network coverage, handsets, and price plans become
less important as differentiators, customer service is increasingly seen as the
key factor in customer acquisition and customer retention.
INCREASING PRODUCT AND SERVICE COMPLEXITY
Mobile telephony providers face a significant challenge to introduce and
support the range of new products and services such as email, multimedia
messaging, and synchronization with handheld devices, etc.
Aliant, for instance, has achieved a 17% reduction in call handle time, which
is translates to a saving of approximately $ 1.5 million in operating staff
expenses.
THE OPPORTUNITY FOR SELF-SERVICE
Organizations would like to reduce the costs of customer care by deflecting
calls to web-based service channels, preferably to self-service.
CUSTOMER SERVICE BECOMES THE DIFFERENTIATOR
With the commoditization of products and services, fuelled by greater access
to competitive information over the web, customer service is one of the few
ways organizations can themselves and increase market share.
REGULATORY REFORMS IN INDIA: EFFECTIVENESS,
EFFICIENCY, AND IMPACTS
The regulatory reform exercise is in progress in different sectors of the
economy. This reform process aims to reduce cost, delay, and uncertainty
leading to consumer benefits, in terms of lower prices and wider choices
The telecom lobbies represented by the private telecom players, both
domestic and foreign, have succeeded in their central objective of weakening
government-controlled operators such as the Bharat Sanchar Nigam Limited
(BSNL) and Mahanagar Telephone Nigam Limited (MTNL) in order to share
the lucrative Indian market among themselves.
India's WTO commitments do not prevent BSNL from entering into public-
private partnerships through franchisees. By adopting this model BSNL could
franchise up to 30,000 rural telephone exchanges, which could create
employment for a vast pool of technically skilled, retired employees of the
company. An excellent example of such public-private partnerships are the
franchised PCOs, which have created livelihoods for more than a million
families and account for about 30 per cent of BSNL's revenue. BSNL tried to
give the user the ‘95' facility as a substitute for the ‘91' facility.
THE NATIONAL TELECOM AGENCY'S DECISIONS BY
COMPLAINTS BOARDS
1. The Telecommunications Complaints Board
The Telecommunications Complaints Board processes and makes the final
administrative decision in cases involving complaints about the National
Telecom Agency's decisions and case processing, which, under statutory
provisions or rules laid down in pursuance thereof; belong under the
Telecommunications Complaints Board. This includes the Agency's decisions
regarding competitive conditions and interconnection in the
telecommunications sector and fixing of maximum prices.
2. The Telecommunications Consumer Board
The Telecommunications Consumer Board processes and makes the final
administrative decision in cases involving complaints about the National
Telecom Agency's decisions and related case processing, which, under
statutory provisions or rules laid down in pursuance thereof, belong under
the Telecommunications Consumer Board. This includes TDC's compliance
with subscription terms, the terms for handling the universal service
obligation and compliance with fixed maximum prices.
Product Innovation:
Telecommunication industry is often described as the “Sunset industry” for
the reason of rapid growth in product innovation and technology
development.
Information transfer in the market takes place speedily which uphold most
of the input for business activities and operational processes
Current status of development of
Telecom industry:
The Indian telecommunications industry is one of the fastest growing in the
world and India is projected to become the second largest telecom market
globally by the end of 2010.
This is evident from the facts of Telecom Industry for example, India added
113.26 million new customers in 2008, the largest globally
Why a customer leave a service over the
other service provider?
1) More lucrative price offers
2) Quality of customer service
3) Quality of service being provided
4) New features
CONCLUSION
Based on consumer interest is better way going on in Telecommunication
sector. It is not only in India and also developed [Link]
relationship is important for development of telecom sector. In telecom
industry, Customer Relationship Management (CRM) applications manage
and automate business. These applications include sales automation,
marketing automation, contact center, customer service, and analytic
applications. The telecom sector in the APAC region is looking forward to add
community based interactive functionalities and framing the architecture for
new collaborative features in CRM to enhance customer experience. The
focus is on understanding the collaborative needs and to incorporate it in
CRM applications. The On-demand model provides low cost of
implementation, speed of implementation, and freedom from worries of IT
infrastructure. There is increase in the adoption of On-demand model from
the mid-sized business segment.
The report forecasts the market size of CRM applications in the Telecom
sector in APAC region over the period 2008-2011. The report also discusses
about the CRM spending in the Telecom sector in APAC. In addition, the
report also provides the market size of CRM applications in the telecom
sector among all the countries in APAC region. Further, the report also
elaborates the functionalities of CRM applications in the Telecom Sector and
identifies the market trends for the CRM applications market in APAC.