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The competition in the global market has becomehighly competitive, and it has
become easier for customers to switchcompanies if they are not happy with the
service they receive. One of the primary goals When it is used effectively,
acompany will be able to build a relationship with their customers that canlast a
lifetime. Customer relationship management tools will generallycome in the form
of software. Each software program may vary in the wayit approaches CRM. It is
important to realize that CRM is more than just atechnology.Customer
relationship management could be better defined as being a methodology, an
approach that a company will use to achievetheir goals. It should be directly
connected to the philosophy of thecompany. CRM is to maintain clients.
While this may sound like commonsense, there are a sizeable number of
companies that have failed to do it, and their businesses suffered as a result.
With CRM, the customer is always right, and they are the most important factor in
the success of the company. It is also important for the company to use
measures that are dependent on their customers.
This will greatly tip the odds of success in their favor. While CRM should not be
viewed as a technology, it is important to realize that there are end to end
processes that must be created so that customers can be properly served. In
many cases, these processes will use computers and software. Customer
support is directly connected to CRM. If a company fails to provide quality
customer support, they have also failed with their M-Systems. When a customer
makes complaints, they must be handled quickly and efficiently.
The company should also seek to make sure those mistakes are not repeated.
When sales are made, they should be tracked so that the company can analyze
them from various aspects. It is also important to understand the architecture of
Customer relationship management. The architecture of CRM can be broken
down into three categories, and these are collaborative, operational, and
analytical.
OBJECTIVES OF THE STUDY
To find out the relationship by knowing the satisfaction level industrious know the
customer opinion about tariff rates of BSNL.
Creating awareness to BSNL subscribers about the facilities in prepaid and
postpaid connection
•Analyzing the problem faced by BSNL subscribers Analyzing which connection
is more used by customers
•Analyzing which type of topping is more used by customers.
Analyzing the satisfaction level of customers towards BSNL connection. About
tariff rates of BSNL
•Creating awareness to BSNL subscribers about the facilities in prepaid and
postpaid connections
•Analyzing the problem faced by BSNL subscribers
•Analyzing which connection is more used by customers.
•Analyzing which type of topping is more used by customers
•Analyzing the satisfaction level of customers towards BSNL connection
BSNL Narsapur Service Center
BSNL has its Office in every Important City across the India to solve its
customer problems more elegantly. Clients of BSNL GSM CDMA can find the
BSNL Store in their nearby Cities. If you are facing any problem with your
BSNL SIM, you can visit the Nearby BSNL Office. BSNL has its Door open
for its Customers in all Days at any time, i.e., it provides 24*7 Customer
Services.
If you are facing any technical Problems with BSNL SIM like SIM
Blocking with any internal issues or if you want to change the Mobile
Network without altering Mobile Number (Number Portability) you can visit
the BSNL Service Centers. Sometimes Company itself will block your
services if you have not submitted the correct proofs, in that cases also you can
activate your service by visiting the BSNL Mobile Stores. Not only these
problems for any problems regarding your BSNL Mobile or SIM you can
contact the BSNL Offices.
People visit the service centers if they have any issues regarding SIM Card such
as Sim Card Rejected, Sim card not detecting in the device or related issues,
problems, and any other queries, etc. and changing the network operator without
changing the Mobile number. I suggest you to visit these service centers that
were listed below to solve your issues.
o COMPANY PROFILE
TypeState-ownedFounded19th century, incorporated 2000HeadquartersBharat
Sanchar Bhavan ,Harish Chandra Mathur Lane, Janapth, New Delhi Key people
Kuldee Goyal(Chairman) &
(MD)IndustryTelecommunicationsProductswire!ess,telephone internet television
Revenue USS 7.03 billion (2009)Owners(s)The Government of
IndiaEmployees357,000-april 2019 Web sitewww.bsnl.co.in
VISION
MISSION
To provide world class State-of-art technology telecom services to its customers on demand at
competitive price,
To Provide world class telecom infrastructure in its area of Operation and to contribute to the growth of
the country's economy.
NATURE OF THE COMPANY
It is the largest provider of fixedtelephony and 0 services with more than 60% market
share, and is the fourth largest mobile telephony provider in India. BSNL is India's oldest
communication service provider and its history can be traced back to the British era.
During the British era, the first telegraph line, was established between Calcutta and
Diamond Harbour.
The British East India Company started using the telegraph in 1851 and till 1854
telegraph lines were laid across the country. In 1854, the telegraph service was opened
to the public and the first telegram was sent from Mumbai to Pune. In 1885,The Indian
Telegraph Act was passed by the British Imperial Legislative Counsel.
After the bifurcation of post and Telegraph department in 1980s, and with the creation of
Department of Telecom by 1990s, eventually led to the emergence of the State owned
telegraph and telephone company BSNL. BSNL then continued the telegraph services
in India until it shut down telegraph services completely in July 15, 2013
They are yet to look at the bigger picture and understand all of the associated benefits
that would enable their business strategies to be successful. The competencies
required to deliver these customer benefit are: to deliver on its service promise,
integrate products and service channels effectively, customize products, service and
their respective prices, create opportunities for cross selling and delivery mechanisms
for the onward promotion of these products and services and reduce the gestation
period to market by allowing quick and effective introduction of new products and
services.
TYPES OF CRM
On the basis of business process automation analysis of operational data, and
customer interaction software, CRM can also be seen as the following types:
:1.Operational
2.Analytical
3.Collaborative
OPERATIONAL CRM
The automation of horizontally integrated business processes involving front office
customer touch points - sales, marketing, and customer service(call center, field
service) - via multiple, interconnected delivery channels and integration between front
office and back office. The operational CRM is a process or an approach, which
involves the areas where direct customer contact is possible. Operational CRM
represents the automation of business processes involving customers. Its purpose is to
provide transaction level data about individuals and products, and provide support for
customer facing process, such as direct mail, phone interactions, Web-based
communications, and point of sale information. Because operational solutions directly
effect the customer, they are very appealing and often are the first implemented
components of a CRM are:
Today, the consumer approaches the business in far many ways than in the
past. The various interaction points are referred as "Customer Touch points."
One of the most important customer touch point for any organization is the
Customer Care help line, wherein the customers can register their complaint or
get information about the products or services provided by that organization. A
large multinational bank once has had the entire process such that after a phone
connection had been established with the bank's call centre, it took six-odd
minutes to speak to the customer care executive. This is a long time keeping in
mind that many of the customers usually call when they have some problem and
want an immediate solution.
ANALYTICAL CRM
The analysis of data created on the operational side of the CRM equation for the
purpose of business performance management, Analytical CRM is inextricably
tied to data warehouse architecture and is most often manifested in analytical
applications that leverage data marts.
Analytical CRM is the synthesis and interpretation of operational data to identify
opportunities, optimize customer interactions and manage business
performance. It also provides the insight into customer behavior needed to
implement intelligent personalization.
Analytics involves the capture, storage, extraction, processing, interpretation and
reporting customer data. It works on data gathered from multiple sources; from
marketing campaigns, key accounts and market or product group, and is used
as a strategic planning support tool. Analytical CRM takes the information that
operation CRM so diligently gathers, and runs algorithms over it for analysis and
interpretation purposes, to provide the insight and data interpretation that is
lacking inoperational CRM. This includes:
1.Data warehouses: Data ware house is system for storing and delivering
massive quantities of data that aids in analysis and decision-making. It is
frequently use for decision support within an organization, and also allows the
organization to classify its data, coordinate updates and identify relationships
between information gathered from different parts of the organization.
2.Data marts: Data marts are subject-specific data warehouses; often
departmental or based on line-of-business.
4.Marketing Automation
Campaign Management
Database Marketing
Outbound Call Center Management5.Optimizes profitability, revenue and
customer satisfaction Analysis of:
What Are the Buying Patterns? Cross Selling Opportunities?
Who are the Most Profitable Customers / Products /Services ?
Competition?6.Customer Profiting & Categorization.7.Up Selling / Cross
Selling of Products & Services8.Fraud Analysis9.Churn Management
COLLABORATIVE CRM
Collaborative CRM includes a suite of customer interaction software such as e-
mail management and conferencing tools. Collaborative CRM takes things a
stage further, and provides a point of interaction between customers, staff and
business partners, through new and traditional groupware/web technologies.
The application of collaborative service (e.g., personalized publishing, e-mail,
communities, conferencing, Web-enabled customer interaction centers) to
facilitate interactions between customers and organizations (e.g., customers to
sales, sales to marketing, organizational activities related to customer
information) for the purpose of improving-ordination and communication, thereby
establishing lifetime customer value beyond the transaction (i.e., a "partnering
relationship").
This includes technologies such as: Voice - Interactive Voice Response (IVR),
Computer Telephony Integration (CTI), and Automatic Call Distribution (ACD)
Conferencing -Web Conferencing Response: Email, Fax and collaborative
chatting.
REVIEW OF LITERATURE
CUSTOMER SATISFACTION :
Customer Satisfaction, a business term, is a measure of how products and services
supplied by a company meet or surpass customer expectation. It is seen as a key
performance indicator within business and is part of the four perspectives of a Balanced
Scorecard. In a competitive marketplace where businesses compete for customers,
customer satisfaction is seen as a key differentiator and increasingly has become a key
element of business strategy. There is a substantial body of empirical literature that
establishes the benefits of customer satisfaction for firms.
FINANCIAL MANAGEMENT
Revenue
Capital Investment
Capital Outlay
Assets
REVENUE
Revenue earned by BSNL during last five years
CAPITAL INVESTMENT
Gross Investments in Fixed Assets of BSNL during last five years.
CAPITAL OUTLAY
Gross Fixed Assets of BSNL during last five years
ASSETS
Bharat Sanchar Nigam Limited has got net fixed assets valuing more than
Rs. 42,507 Crore , which are in the form of Tangible Assets (Land, Buildings
Cables, Apparatus & Plants etc.), Intangible Assets and Capital Work in
Progress as on 31.03.2018
HUMAN RESOURCE MANAGEMENT
With a corporate philosophy that considers Human Resource as the most
prized assets of the organization, it's natural for BSNL to continually hone
employee skills, enhance their knowledge and their expertise and their
aspirations to fruition. Even as BSNL goes about conducting its business
activities, it lays emphasis on constant enhancement of knowledge and skills
through regular training programmer.
Bharat Sanchar Nigam Limited has a vast reservoir of highly skilled and
experienced work force of about 3,57,000 personnel.
We believe that our staff, which is one of the best trained manpower in the
telecom sector, is our biggest asset.
We believe that our future depends on our staff who provide services to
our valued customers and stay in touch with them.
To meet the technological challenges, employees are trained for technology
up-gradation, modernization, computerization etc in BSNL's training
Centers spread across Country. These centers are properly equipped with
the requisite infrastructure facilities such as Lecture rooms, modern audio-
visual aids, libraries, hostels etc.
To apex training centers of BSNL i.e. Advance level Telecom Training
Center (ALTTC) at Ghaziabad and Bharat Ratna Bhimrao Telecom Training
Center at Jabalpur are comparable to any world class Telecom Training
Center. Moreover, 43 zonal training centers and a National Academy of
Telecom Finance and Management have been running for several years
now.
Different curriculum run in these centers to impart technology based
training, training for Attitudinal change, basic educational and skill
development program etc.
MARKETING MANAGEMENT:
The company has established a network system for management and for surveillance
throughout the country so that an efficient and uninterrupted telecom traffic flow could
continue. It has network alliances with companies like Cisco and Ericson and IT alliances
with company like Compaq and HP. BSNL has established nationwide call centers for
providing solutions to the consumers
The type of services required also decides the rate charged as per conditions. The
company has set up the normal and higher usage ranges. The callers whose calls cost
even more than INR 5,000 come under the higher usage segment. In such cases, where
usage is higher than normal, then discounts are provided to lure the customers and to
lower their costs. Special timings are allotted for them when the calls cost marginally less.
The revenues earned from this group of people are higher and hence the different pricing
policy. BSNL also offers its consumers lifetime cards and this policy helps in maintaining
future revenue flows.
In order to promote the services of the brand the company has come out with various
schemes that have proved beneficial to the customers. Some of these schemes are like
– machines for depositing cheque is installed for easy payment services, service centers
are open every day from 8.00 AM – 8.00 PM, help is available round the clock on helpline
numbers, payments are possible through both demand draft and cheque and multiple
connections can be applied for on single application.
BSNL has decided on a uniform identity and hence has created a marketing strategy that
is applicable for its brand and all its products under a single window. The ace
shooter Abhinav Bindra is associated with BSNL as its brand ambassador. Actors Preity
Zintaand recently Deepika Padukone have been the ambassadors of this brand.
FINDINGS
In my survey I found that most of the customer were facing some problems.
I observed that most of the customers like Airtel advertisement and punch-
line.
Through my survey I found that BSNL takes at least 2-3 days to rectify
problems.
It is observed that the relationship between the subscribers and the bsnl
was good.
SUGGESTIONS