Brief on process flow in project

Udaan
1
Brief overview of this document
Project Udaan was designed to improve the sales of broadband and landline for BSNL

It centres around the following key elements
Capturing the leads in a transparent manner
Creation of sales teams that reaches out to customers and engages in active sales
Monitoring of each lead in the system to ensure timely delivery

Wings, a software application, developed to aid the key processes of Udaan

This document captures the basic process flow in project Udaan; however, the process are
evolving with roll-outs
For complete understanding of the process flow, on the ground (at roll-out locations) visit and
understanding of Wings is required
2
Team structure in Project Udaan at Circle level
Head Office Circle + SSA
Project Sponsor
Director CFA
Project Champion
GM (Broadband)
Project Manager
Products & Mktg
3 DGMs
Product & Mktg
team
Roll-out
managers
1 DGM @ circle
2 SDE / JTO
Sales team
Project
Manager
Sales & Mktg
DGM / AGM
8-12
SDE/JTO
team
leaders
6-7 people
per team
Project Head
SSA head
Project Manager
SD/SA & CS
DGM / AGM
SD/SA team IT lead
Project
Manager IT
& MIS
DGM / AGM
6-10
SDE/JTO
All indoor
& outdoor
staff
1-2 SDE /
JTO IT
Mktg, sales &
product
innovation
Support on-
ground sales
Project Champion
CGM Circle
CS team
~3 DE /
SDE
All
customer
facing
personnel
Project Head
GM (Sales - CFA)
+ 1 SDE/JTOs for
every 4-5 SSA
existing
Coaches for
circle roll-out
Project
management &
coordination
Dedicated DGM
stationed at circle but
reporting at HO
To be trained as Project Udaan "coaches"
3
Overall "Customer to Connection" flow in project Udaan
Customers
Customer Service
Service Delivery /
Service Assurance
(Network Operations)
Team
CSC
BB call
centre
CO
SMS
Sales Team
Delivery
acceptance
Technical
acceptance
Leads &
disconnectio
n requests
Cnxn
requests
Ensure
delivery
Internal system leads
Online
LL call
centre
Confirmation
of lead
Various process are discussed in further detail in the
following slides
4
6 detailed sales processes defined and detailed
New leads generation & banking

Collating & allocating leads

Customer contact

Feasibility check & confirmation

Raising Work Order (OB)

Sales closure


1
2
3
4
5
6
5
Sales process 1 New leads generation and banking
Sales Associate
Sales Team Leader
Get leads from field
visits & market
intelligence network
in area
Update team leader
with new lead details
every day over phone
/ meeting
Generate new lead in
system every day
basis sales associate
feedback
Maximise allocation
of leads generated by
sales associate to
same person
1 2
3 4
Leads generated at other
sources like CSC, Call
Center, Web, etc. are
directly entered into the
system at the respective
source
6
New lead generation form
Captures all
critical
customer
information

Team
identification
not present
only area

Most fields
optional,
however
contact details
are must
7
Sales process 2 allocating leads
Sales Associate
Sales Team Leader
Allocate lead to
Sales Associate
using the tab "Allot
Lead"
Communicate new leads to
Sales Associates by
phone/SMS
If lead not from own
area, transfer to
other STL using tab
"Transfer Lead"
1
2 3
Log in to
account and
check the
leads
pending for
confirmation
4
8
New leads generation status online report
Captures and displays all fields recorded at the time of lead generation

Clicking the lead id gives further details such as convenient timings and additional
information
9
Sales process 3 Customer contact
Sales Associate
Sales Team Leader
Sales team leader to
immediately raise
feasibility check
request in system
Contacted or not ?
Interested or not ?
If interested, immediately make
phone call to Sales Team Leader
and give product & plan details
Inform local network
operations team and
follow up on quick
feasibility
5
4
3
Call and meet
customer and
estimate
requirements
1
Provide status of
contact establishment
on phone to Sales
Team Leader
2
Sales team leader to
immediately raise
feasibility check
request in system
5
Sales team leader to regularly
sample and check with
customers on experience with
sales associate
6
10
Sales process 3 customer contact
Sales Associate
Sales Team Leader
If confirmed,
immediately make
raise for feasibility to
respective SDE/JTO
using tab "Allot for
Feasibility"
Inform concerned
SDE/JTO to revert
with feasibility as
soon as possible
4
3
Call and meet
customer and
estimate
requirements
1
Input status of
customer under
option
"Confirm/cancel lead"
2
Sales team leader to regularly
sample and check with
customers on experience with
sales associate
6
11
Sales process 4 feasibility check & confirmation
Sales Associate
Sales Team Leader
Check on reason of
non feasibility and
escalate for
appropriate action
3
If feasibility is ok
confirm feasibility to
customer over phone.
These will appear in
the tab "Document
Collection"
1
Report to STL if
feasibility is not
ok. These will
appear in
"Leads not
feasible"
2
Collect documents
and payment for
raising final OB
and enter in tab
"Document
Collection"
4
12
Feasibility check report to be regularly checked for status
Status of every
pending request
displayed

Sales associate
can take update
from team leader
and follow up
locally or inform
customer if
required

Status can also be
viewed by network
and cable teams
13
Sales process 5 raising work order (OB)
Sales Associate
Sales Team Leader
Sales team leader to
consolidate all new
requests and raise OBs
through nearest CSC
3
Collect all documents
and payment from
customer
1
Go to nearest
CSC/CO and submit
documents &
payment & raise OB
2
Submit papers and
payment to Sales
Team leader
Record OB number in tab
"OB/AN number"
2
4
14
Generating a new connection OB
15
Sales associate to
contact customer and
check for satisfaction
Sales process 6 sale closure
Sales Associate
Sales Team Leader
Sales team leader to close
all completed OBs
inform sales associate on
completion & closure
1
Sales Associate to pursue
respective SDE/JTO for
quick provisioning
2 3
Sales team leader to regularly
sample and check with
customers on experience with
sales associate
4