A presentation byMohita Lamba Pulkit Chawla Shruti Saxena Tanvi Seth

What is CRM
CRM is a business strategy that aims to, understand ,anticipate manage and personalize the need of the current and potential customers. Integrating People, Processes and Technology of an organization . Effective use of Information about customer to maximize customer satisfaction as well as cost reduction and increased profitability for an organization

Introduction
Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises. Bharti Airtel Limited, is India s largest integrated and the first private telecom services provider with a footprint in all the 23 telecom circles. Bharti Airtel is structured into three strategic business units Mobile services, Telemedia services and Enterprise services. The mobile business provides mobile & fixed wireless services using GSM technology. Airtel was voted as the Best Cellular Service in the country for four consecutive years.

WITHOUT CRM
Not able to recharge amounts anywhere in India. One had to carry scratch cards. Not able to pay bills anywhere in India Low customer retention. Had huge issues in meeting the demands of the growing customer base. Were not able to centralize the services and give a common brand experience .

WITHOUT CRM
Whole system runs manually. Only 40 percent of the customer issues were getting resolved. Were not meeting the customer s expectations. Was hard to service customer across sectors. Customer loyalty was a major concern

WITH CRM
Airtel is now able to give its customer more value to money. Able to provide its customers different schemes and services depending upon airtime usage. Manage to segregate their workflow with the help of CRM tool.

Which CRM
Bharti Airtel is using oracle platform. Which provide Airtel service anywhere and at anytime. Same quality of service at every call centre.

What is ORACLE CRM

Oracle CRM is a Customer Relationship Management system developed by Oracle Corporation. Oracle customer relationship management (CRM) enables organizations to transform the customer experience. With an unmatched range of products, industry expertise, and deployment options, Oracle is the right choice for CRM.

Oracle CRM is currently split into a number of different product lines

ORACLE CRM ON PREMISE ORACLE CRM ON DEMAND ORACLE SOCIAL CRM

A traditional on-premise deployment where the customer is required to buy or lease infrastructure, including hardware, operating, systems and databases

CRM solution accessible over the internet and paid for by a monthly subscription charge Available to anyone with a web browser

The applications are designed to reflect the way sales people work by helping them develop sales campaigns and collaborate with colleagues to close more deals.

BENEFITS OF TO AIRTEL
Customer segmentation Market analytics like records of customer profiles, payment history etc Customized and simplified bill formats, many payment collection centers. First time resolution has increased from 40 % to more than 90 %.
Understanding of customers likes and dislikes.

E-CRM

WHAT IS E-CRM
As activities to manage customer relationships by using the Internet, web browsers or other electronic touch points. E-CRM allows customers to access company services from more and more places, since the Internet access points are increasing by the day

 After implementation of the Oracle CRM, Airtel has now implemented 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

IT HELPS IN
Linked to host of other back end systems. E-CRM ( customer history and credentials ready. Changes that provide extra services like customized bills, payment collection centers, activation process. Monitor the customer s actions. It also work as a communication tool to spread awareness and build brand image

With such a narrow window, we have to make sure we score every time. We use CRM analytics to generate accurate leads from a customer database. We re going to try and capitalize on information. Anurag Parashar, Head,
Customer Service Delivery, Bharti Televentures

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Thank you