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1 1

PROJECT REPORT

ON

CRM IN VODAFONE AND IDEAA COMPARATIVE STUDY

Submitted In Partial Fulfillment of the Requirement for the Award of the

Degree of

MASTER OF BUSINESS ADMINISTRATIOM

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SUBMITTED BY MASWOOD AHMADUNDER THE

GUIDANCE OF

INTERNAL GUIDE : MR.MANTHESHAR JHA

EXTERNAL GUIDE : MR. VIJAY KUMAR

PUNJAB INSTITUTE OF MANAGEMENT&TECHNOLOGY

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TO WHOMSOEVER IT MAY

CONCERN

This is to certify that Mr. MASWOOD

AHMAD SIDDIQUI has successfullycompleted his Training Project

Report on the topic CRM in Vodafone

& Idea A Comparative Study".

It is also certified that the material

embodied in this report

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istheoriginalwork of Mr. MASWOOD

AHMAD SIDDIQUI

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Acknowledgement:

The completion of this project gives me

an opportunity to convey my regards to

all those who helped me to reach a stage

where I have the confidence to launchmy career in the competitive world of

management.

I am thankful to my Industry guide Mr.

VIJAY KUMAR & my faculty guide Mr.

MANTHESHAR JHA who provided me

the most needed guidance, suggestions

and support to make this project awonderful reality.

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TABLE OF CONTENTS

S.No Topic

1. INTRODUCTION

About the Industry

Range of Product and

Services

Rules and Regulations

SWOT Analysis

(VODAFONE)

Research

methodology

Sample design

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/sample element /

unit

2.REVIEW

OFLITERATURE

3. COMPANY PROFILE

About Vodafone

Comparison with

competitors

CRM in Vodafone andin Idea

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4. DATA ANALYSIS AND

INTERPRETATION

5. CONCLUSIONS AND

FINDINGS

6. RECOMMENDATIONS

7. BIBLIOGRAPHY

8. ANNEXURE

PREFACE

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As a part of the MBA curriculum, a

major project has to be undertaken in

the 4 th semester on the above lines Ihave done my Major project on

CUSTOMER RELATIONSHIP

MANAGEMENT IN VODAFONE AND

IDEA- A COMPARATIVE STUDY . This

report has been spit into two major

parts. First part A includes the

general information about COMPANY AND CUSTOMER RELATION and

second part B Includes COMPARISION

BETWEEN COMPANY. it gave me an

immense pleasure to undertake a

project and provided me a lot

opportunity for learning.

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A have tried my level best to touch all

important and key aspect of the topic

undertaken.

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EXECUTIVE SUMMARY

This project `CUSTOMER

SATISFACTION OF VODAFONE, in

Delhi has been submitted in partial

fulfillment of the MBA course.

The study was done to know about the

present satisfaction level of vodafone

prepaid customers.

The areas where vodafone can improve

and areas where it leads from the other

private players in the market.

I shall feel rewarded if this project report proves helpful to vodafone.

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India's telecommunications market is

amongst the highest-potential markets

globally, marked by deregulation andrapid growth. Its cellular market alone is

growing at 60% annually. This demand

will only accelerate as new technologies

emerge to make new services possible.

Vodafone and Idea plans to grow its

telecom business both in terms of

geographical reach and in terms of theproducts and services we will offer.

Value added services

Almost all the respondents are in for

value added services. They would like

to have more information available on

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the cell phone. They wanted services

like local information on the cell

phone.

While completing this project I found

out that word of mouth was also an

important factor for choosing mobile

service providers.

For the study, both primary data and

secondary data were required. The

primary data was collected based on asurvey research , using a structured

questionnaire with both open and

closed end questions. The sampling

procedure was probability sampling.

Since the sample units were to be cell

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phone subscribers, a stratified random

sample was used. The mode of survey

was of personal interview, where therespondents filled up the

questionnaires. The secondary data was

collected from business newspapers,

magazines, company brochures, journals

and the internet.

CHAPTER-1

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INTRODUCTION

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ABOUT THE INDUSTRY

HISTORY OF CELLULAR TELEPHONE

IN INDIA

The technology that gives a person the

power to communicate anytime,anywhere - has spawned an entire

industry in mobile telecommunication.

Mobile telephones have become an

integral part of the growth, success and

efficiency of any business / economy.

OVERVIEW OF TELECOM SECTOR

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The Indian Telecommunication network

with 45 million telephone connections is

the sixth largest in the world and thesecond largest among the emerging

economies of Asia. The present tele-

density is 4.4 per hundred and the

targets are to achieve 15 per hundred by

2012. Accordingly, India's 10th 5 year

plan 2006-7 projects Rs 1,750 billion

worth of investments in 50 million fixedlines, 30 million cellular lines and 20

million Internet connections.

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TELEPHONE NETWORKS STATUS ASOF JUNE 2007

Teledensity4.4%

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Basic phone lines39 million

Telephoneexchanges &

switching capacity

32,509,42.92

million

Cellularsubscribers 6.7 million

Internet Subscribers &

users3.6 million,8.2 million

Paging subscribers0.6 million

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The telecoms market in India continues

to grow at an annual rate of 23%. A

number of stumbling blocks have fallen

and many more are expected to come

tumbling down soon. According to the

Gartner Report, the Indian telecom

services market will touch Rs 700 billion

by 2006.

Private operators have made mobile

telephony the fastest growing (over

100% p.a.) in India. Now they are

venturing into more traditional areas

such as long distance and international

fixed line calling. Three main private

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groups - Bharti, Tata and Reliance are

braving the hazards of competing with

the private sector incumbents. This isboom time for the consumers, who have

been paying among the world's highest

tariffs so far.

The Indian government has merged the

IT and Telecom Ministries to speed up

reforms and has tabled the

Communication Convergence Bill in theParliament to enable the common

regulation of the Internet, broadcasting

and telecom. An independent regulatory

body and dispute settlement body are

fully functional.

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SIZE OF THE MARKET

The communication industry in India is

estimated to be Rs 600 billion (8.5

billion). India has one of the fastest

growing telecommunication systems in

the world. Given the low telephone

penetration rate, India offers vast scope

for growth. Telephone lines added to the

basic services network over the last 5

years have been one and a half times

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that added over the preceding five

decades.

COMMUNICATIONSMARKET 2010-2011

Mln

.)

Basic services 4,277

Cellular services 568

Data NetworkingProducts 294

Cellular Phones148

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Total8,465

MARKET TRENDS

According to JM Morgan Stanley, theTelecom services market in India will

expand by 9.4% annually for the next 5

years, with the cellular segment as the

key growth driver. The share of public

operators in this market is likely to

diminish and competition would

establish itself faster and get a biggerchunk of the market. This would be led

by further liberalisation, increasing

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customer expectations, convergence of

technologies & the ability of private

players to offer it to the market fasterthan the incumbent operator.

MAIN COMPETITORS

The competition varies across the

segments but the current players

include the state-owned operators aswell as private operators, operating on

the basis of 'level playing field'.

In the Public Sector the main playersare:

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Bharat Sanchar Nigam Ltd. (BSNL)

Mahanagar Telephone Nigam Ltd.(MTNL)

Videsh Sanchar Nigam Ltd. (VSNL)

PowerGrid Corporation of IndiaLimited - (forthcoming projects)

Gas Authority of India Ltd. (GAIL) -(forthcoming projects)

Railtel Corporation of India Ltd.(Railtel) - (forthcoming projects)

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In the private sector the main playersare:

Bharti Telenet Ltd.

Reliance Telecom Ltd. Tata Teleservices Ltd.

HFCL Infotel Limited

Shyam Telelink Limited

Hughes Tele.com (I) Ltd.

Global Tele Systems Ltd.

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Birla Group, BPL, Hutchinson, RPG,Sterling etc.

Motorola, Nokia, Simens, Philips,Ericsson etc.

CONSTRAINTS

Though the reform process is going in

the right direction, the Government

could further increase the pace.Secondly, it would be difficult to make

in-roads into the semi-rural and rural

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areas because of the lack of

infrastructure. Thirdly, the sector

requires players with huge financialresources. Upfront entry fees and bank

guarantees represent a sizeable share of

initial investments. While the criteria

are important, it tends to support the

existing big and older players. There is

also a problem of limited spectrum

availability and the issue of interconnection charges between the

private and state operators.

Investments

The leading Indian telecom companies

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are expected to spend Rs 960 billion

over the next 5 years.

PRIVATE

PLAYERS

INVESTMENTSOVER NEXTFIVE YEARS (RS

BN)Reliance 250

Bharti 50

Tata-Birla-AT&T-BPL-Hutchison

20

STATEOWNEDPLAYERS

BSNL 500

MTNL 25

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VSNL 25

About 73% of the estimated investment

is likely to be in the development of an

urban network while the remaining

27% will be invested on rural network.

In terms of FDI from 1993- September

2001 the actual flow has been Rs 81.2

billion with the cellular mobile services

attracting the highest inflow of

investments.

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OPPORTUNITIES AND MARKET

SEGMENTS

FIXED SERVICE PROVIDER (FSPS)

The Government has allowed unlimited

competition in the basic sector.Considering the inherent advantage of

scale that the incumbent state operators

have, the private networks are setting

their networks very selectively and

targeting corporate clients with value

added services. The leap forward will be

when the Government allows

interconnection between

network/operators and private

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companies are able to capitalise on the

national/international long distance

networks. The Government has alsoallowed the FSPs to prvide limited

mobility by using WLL technology.

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CELLULAR MOBILE TELEPHONE

SERVICE (CMTS)

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There are 25 private companies

operating Cellular Services in 18

Telecom Circles and 4 Metro cities,representing a geographical coverage of

35% in the country. Presently there are

two private service operators in each

area and a third incumbent state

operator. Licenses have been issued to

private companies for the 4th operator

in each region, which providesopportunity for cellular infrastructure

network providers. The industry is

projected to reach 100 million

subscribers by 2010.

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INTERNATIONAL LONG DISTANCESERVICES

The ILD market in India is worth about 1

bn. The ratio of incoming and outgoing

calls is about 5:1 due to the highly skewed

monopolistic pricing so far by the Stateoperator-VSNL. The sector has been

opened to competition from April 2002.

The ILD prices are expected to fall by at

least 40-60%. This reduction will be

compensated by an increase in volume,

driven by increasing globalisation, greater

telephone penetration and rising number of

Indians living and travelling abroad. The

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market is projected to be 7.5 billion

minutes and worth 1.44 bn. by 2010.

NATIONAL LONG DISTANCESERVICES

In August 2004, the NLD service was

finally opened to unrestricted competition.

Due to the initial lack of clarity on critical

issues like equal access, interconnectivity

and last mile access, there were not many

takers. With the opening up of the basic

services and ILD, companies are now

gearing up to provide integrated service.The NLD market is thus on the verge of

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seeing significant competition in 2006,

resulting in more choice and lower prices.

Statistics of Cellular Operations inIndia

City/Circle Operators

Oct'2004

Nov'2005

Dec'2006

METROS

Delhi BhartiCellular

791637

813445

834269

vodafoneEssar

555586

574205

580328

MTNL 126980128132

129809

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40 40

IdeaCellular 75384

128306

1474203

1591166

1672712

Mumbai BPL Mobile

556871

564082

573877

vodafone 5733

65

59499

6

61583

6

MTNL 107493107652

110279

BhartiCellular

177403

199281

212304

1415132

1466011

1512296

Chennai

RPGCellular

150284

156775

166305

BhartiMobinet

180126

183134

200728

vodafone 4012 50199 51832

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Essar 0

370530

390108

418865

Kolkata

BhartiMobitel

167728

178893

188237

vodafoneTelecom

231719

240734

247327

BSNL 13338 15062 14997

412785

434689

450561

ALLMETROS

3672650

3881974

4054434

A'CIRC

LE

Maharashtra

BPLCellular 195270 195340 198045

Idea 3912 40227 39650

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Cellular 29 3 3

BhartiCellular

88588 98660

105209

BSNL 12270 58338127980

687357

754611

827737

Gujarat Fascel

388754

402900

420255

IdeaCellular

225026

231410

240211

BhartiCellular

45929 61208 62926

BSNL 7000 39500 75350

666709

735018

798742

A.P. IdeaCellular313394

312883

308210

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BhartiMobile

302896

304293

305879

vodafoneEssar

44628 50664 53489

BSNL 24541 72675

660918

692381

740253

Karnataka

BhartiMobile

306718

317390

329219

SpiceComm.

200619

199294

199391

vodafoneEssar

41395 50220 55195

BSNL 21503 65779

548732

588407

649584

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T.N. BPLCellular155370

157233

159422

AirtelLimited

198116

222551

229214

BhartiCellular

70742 73278 75048

BSNL 6833 14071 35333

431061

467133

499017

A'CIRC

LE

2994777

3237550

3515333

B'CIRC

LE

Kerala

EscotelMobile

245052

244636

244032

BPLCellular

147809

147884

147969

Bharti 6048 64116 66379

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Cellular 4

BSNL 6032 36761 73084

459377 493397 531464

Punjab

SpiceComm.

410498

421940

436255

BhartiMobile

176906

203823

231724

BSNL 446 22666 58780

587850

648429

726759

Haryana

EscotelMobile

102371

102697 96498

AircelDigilink

19643 18397 16580

BhartiCellular 35799 42137 45664

BSNL 105 13131 36632

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46 46

157918

176362

195374

U.P.(W)

EscotelMobile

218227

222869

227980

Koshika NA NA NA

BhartiCellular

57260 61905 62960

BSNL 14228 31916

275487

299002

322856

U.P.(E

)

Airtel

Digilink

9338

3

10245

5

10998

8Koshika NA NA NA

BSNL 7364 24770 61305

1007

47

12722

5

17129

3Rajast han

AirtelDigilink

33064 32460 29766

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Hexacom 104306108107

111556

BSNL 708 14798 38322

138078

155365

179644

M.P. IdeaCellular120370

125138

131113

RelianceTelecom

139918

143421

146772

BhartiCellular

25407 27512 28282

BSNL 7174 19000 28018292869

315071

334185

W.B.RelianceTelecom

57683 65734 70511

BSNL 100 6136 18137

5778 71870 88648

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3

B'CIRC

LE

2070

109

22867

21

25502

23

C'CIRC

LE

H.P. BhartiTelenet 23879 25364 25730

RelianceTelecom 8480 8347 8096

BSNL 4950 11046

32359 38661 44872

Bihar Koshika NA NA NA

RelianceTelecom

136201

151373

164075

BSNL 17952 18393 24987

1541 16976 18906

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53 6 2

Orissa Koshika NA NA NA

RelianceTelecom 57441 61587 62992

BSNL 7995 15353

57441 69582 78345

Assam

RelianceTelecom

37675 39161 40728

37675 39161 40728

N.E. RelianceTelecom 6771 7128 7433

Hexacom Nil Nil Nil

6771 7128 7433

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The year 1995 has been a watershed

year for the Indian cellular industry. It

started with the Department of Telecommunications (DoT) inviting

tenders for 40 GSM cellular licenses in

January and ended with issuance of

nearly 34 licenses in December. Metros

were first licensed in 1994 and

subsequently circle wise licenses were

issued in 1996.India was one of the last mobile markets

to be liberalized in Asia and that

resulted in the tremendous

international interest in the GSM

tenders. Indias late liberalization of its

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mobile market has led to a number of

surprising bonuses. The most evident

one is its choice of cellular standard. Bymandatory licenses to operate on the

900 MHz GSM standard, India has

leapfrogged straight into the digital age.

Most countries started cellular

telephony with different analog

technology based on standards like

AMPS, NMT, and TACS. Today, all theseanalog technologies are fast being

replaced by digital standard. Now, the

so-called third generation or 3G wireless

networks promise a leap ahead in speed

and capacity for mass wireless

networks. But that is the future of the

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wireless world. 3G networks are the

high stakes gamble that may make

mobile commerce possible.

Six years back, mobile phones were

highly associated as a lifestyle product,

but they changed the dynamics of the

way the market functioned. India is

today, among the fastest adapting

cellular nation in the Asia region afterChina. The total number of subscribers

in India was 3.58 million at the end of

March 2002, according to the figures

compiled by the Cellular Operators

Association of India (COAI) (ET, May 1,

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2002). The increase in the number of

subscribers is only a rough proxy for the

total size of the cellular phone market since some subscribers buy second-

hand phones. Indias cellular phone

subscriber base is currently growing by

1.5 lakhs per month.

Among the metros, Delhi has overtaken

Mumbai as the metro with the maximum

number of cellular subscribers in thecountry (ET, March 20, 2002). The

capital city recorded a 6.6% growth at

5.19 lakh subscribers in February, 2002

as against 4.8 lakhs units in January,

2002 (COAI). Mumbai had 5.12 lakh

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cellular subscribers. The latest ICRA

study (ET, April 12, 2002) on the Indian

telecommunications industry hasprojected a five fold increase in the

number of cellular mobile connections it

the country to around 20 million by

March 2005 against the estimated 3.6

million subscription by end of March

2002. It also says by July 2002, the

cellular penetration level in India isexpected to reach 0.55% of the total

population (compared to 3.9% for fixed

lines) and 12.5 - 13% of the total

telephone lines. The pre-paid boom is

expected to cross the 50% barrier and

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there will be more pre-paid users then

post paid by 2003.

The cellular industry was one service

that had escaped unlimited competition.

The government has sought to correct

this by subjecting the duopolistic

cellular services market to competition

from the state owned companies

MTNL / BSNL and a fourth private

operator. Further competition is to beinduced by allowing basic operators to

provide limited mobility by Wireless in

Local Loop (WLL) using Code Division

Multiple Access (CDMA) technology. The

cellular industry, in spite of the

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exponential increase in cell phone

subscribers due to the tariff cuts, is in

for testing times ahead.

MOBILE HISTORY IN INDIA

In the early 1990s, the Indian

government adopted a new economic

policy aimed at improving India's

competitiveness in the global markets

and the rapid growth of exports. Key toachieving these goals was a world-class

telecom infrastructure.

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In India, the telecom service areas are

divided into four metros (New Delhi,

Mumbai, Chennai and Kolkata) and 20circles, which roughly correspond to the

states in India. The circles are further

classified under "A," "B" and "C," with

the "A" circle being the most attractive

and "C" being the least attractive. The

regulatory body at that time the

Department of Telecommunications(DOT) allocated two cellular licenses

for each metro and circle. Thirty-four

licenses for GSM900 cellular services

were auctioned to 22 firms in 1995. The

first cellular service was provided by,

Modi Telstra in Kolkata in August 1995.

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For the auction, it was stipulated that no

firm can win in more than one metro,

three circles or both. The circles of Jammu and Kashmir and Andaman and

Nicobar had no bidders, while West

Bengal and Assam had only one bidder

each.

In 1996, the Telecom Regulatory

Authority of India (TRAI) bill was

introduced in the Lok Sabha, and thepresident officially announced the TRAI

ordinance on 25 January 1997. The

government decided to set up TRAI to

separate regulatory functions from

policy formulation, licensing and

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telecom operations. Prior to the creation

of TRAI, these functions were the sole

responsibility of the DOT.

High license fees and excessive bids for

the cellular licenses put tremendous

financial burden on the operators,

diverting funds away from network

development and enhancements. As a

result, by 1999 many operators failed to

pay their license fees and were indanger of having their licenses

withdrawn. In March 1999, a new

telecom policy was put in place (New

Telecom Policy [NTP] 1999). Under this

new policy, the old fixed-licensing

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regime was to be replaced by a revenue-

sharing scheme whereby between 8-12

percent of cellular revenue were to bepaid to the government.

Over 3.6 cr people are using mobile

phones in India today. More than 150%

growth over last fiscal, being attributed

to increased competition and sharp fall

in tariffs during the past 12-15 months.Of the total mobile subscriber base, GSM

cellular industry - led by Bharti, BSNL,

Vodafone and IDEA - showed impressive

growth of 106%. There were 2.6 cr GSM

subscribers at the end of March 2004.

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CDMA was 71.5 lakh at the end of March,

2004 with Reliance accounting for over

6.4 million subscribers, followed by TataTeleservices having 6.2 lakh customers.

15 lakh subscribers joined the GSM base

last month and over 4 lakh opted for

CDMA mobile phones.

Of the total mobile subscriber base, GSM

cellular industry - led by Bharti, BSNL

and Vodafone - showed impressivegrowth of 106 per cent. There were 26.1

million GSM subscribers at the end of

March 2006, up from 13.4 million last

March.CDMA was 7.1 million at the end

of March, 2004 with Reliance accounting

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for over 6.4 million subscribers,

followed by Tata Teleservices (Indicom),

way behind at 620,000 customers.

Now with the launch of the Chinese

mobile brand Kejian has been launched

in India. The company plans to spend

close to Rs.40-crore in marketing

promotions this year to establish the

brand's identity. Kejian has tied-up with

the newly floated Trust TelecomTechnologies (part of Rs.600-crore

Rajgarhia Group) for sales, marketing

and service of the mobile handsets in

India and SAARC region. To start with,

the company has launched four GSM

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models in the price range of Rs.4, 905 to

Rs.16, 650 offering latest features like

high resolution colour screens, videocameras and sleek looks.

Of the total mobile subscriber base, GSM

cellular industry - led by Bharti, BSNL

and Idea - showed impressive growth of

106 per cent. There were 26.1 million

GSM subscribers at the end of March

2004, up from 13.4 million last March.CDMA was 7.1 million at the end

of March, 2004 with Reliance accounting

for over 6.4 million subscribers,

followed by Tata Teleservices (Indicom),

way behind at 620,000 customers.

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So far the youth and upper middle class

has led the growth and bought into

mobile lifestyle. But the ever cheaper

pricing plans are coming to make mobile

a commodity

like shampoos and soap. Can you hear

me now, no you dont because soon

there will be a billion Indians talking.

RANGE OF PRODUCT AND SERVICES

The most prevalent wireless standard inthe world today, is GSM. The GSM

Association (Global System for Mobile

http://news.bbc.co.uk/2/hi/business/3585257.stmhttp://news.bbc.co.uk/2/hi/business/3585257.stm

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Communications) was instituted in 1987

to promote and expedite the adoption,

development and deployment andevolution of the GSM standard for digital

wireless communications.

The GSM Association was formed as a

result of a European Community

agreement on the need to adopt

common standards suitable for cross

border European mobilecommunications. Starting off primarily

as a European standard, the Group

Speciale Mobile as it was then called,

soon came to represent the Global

System for Mobile Communications as it

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achieved the status of a world-wide

standard. GSM is today, the world's

leading digital standard accounting for68.5% of the global digital wireless

market.

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ADVANTAGE VODAFONE

TARIFF CARD (TALK FLEXI)

MONTHLY RENTAL RS.295

Minutes used /

months

Airtime Rate / 30

Sec.0-200 mins. 99 paise

>200-300 mins 89 paise

>350-450 mins 84 paise

>450-550 mins 79 paise>550-650 mins 74 paise

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>650 mins 69 paise

Service Deposit MonthlyRental

UsageCharge

Talk Incoming

Nil Rs. 300 /month

50%discount onapplicabl

eincomingairtimerates inthe homenetwork

Family &Friends

Nil Rs. 75 /month /no.

Freeunlimitedoutgoing

airtimein thehomenetwork

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to a no. of yourchoice(up to amax. of 5numbers)

Talk Late Nil Rs. 49 /month

Air rateof 25paise /30 Sec. Inhe homenetwork from 10pm to 8am

Talk LateFree

Nil Rs. 149 /month

Free Airtime inthje

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homenetwork from 10pm to 8am

VODAFONE SHARE

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The customer can make and receive

calls from his partner at a reduced air

time rate and there is no monthly fee forthe same.

Also, 5% of the total airtime used by one

member will be credited to others

account(25 paise/30sec for both

incoming / outgoing calls between the

two family members on vodafone

share.)

Vodafone also provides a free phone

no. to its existing subscribers on

request which helps to increase its

customer base and hence enhance its

market share.

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Pop ups up to Rs. 50 on all kinds of pre

paid cards which creates customer

delight.

Vodafone GPRS Phone which supports

MMS provides video replace of the

best moments of cricket world cup at an additional one time charge of

Rupees 99.

Provides details of auto fare and Taxi

fare readings, Jet & Air India flight

schedule & status alert, Information on

News, Business Info, Horoscopes,

Sports and Entertainment.

RULES AND REGULATIONS

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The Indian Government when

considering the introduction of cellular

services into the country, made a

landmark decision to introduce the GSM

standard, leapfrogging obsolescent

technologies / standards.

Although cellular licenses were made

technology neutral in September 1999,

all the private operators are presentlyoffering only GSM based mobile services.

The new licensees for the 4th cellular

licenses that were awarded in July 2001

too, have opted for GSM technology to

offer their mobile services.

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The Government of India recognizes that

the provision of a world-class

telecommunications infrastructure andinformation is the key to rapid economic

and social development of the country. It

is critical not only for the development

of the Information Technology industry,

but also has widespread ramifications

on the entire economy of the country. It

is also anticipated that going forward, amajor part of the GDP of the country

would be contributed by this sector.

Accordingly, it is of vital importance to

the country that there be a

comprehensive and forward looking

telecommunications policy which

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creates an enabling framework for

development of this industry.

SWOT ANALYSIS (VODAFONE)

STRENGTH:TECHNOLOGY

Both the facets of technology i.e

backbone as well as value added

services have already been mentioned

earlier. Vodafone is performing up to the

mark in both areas and hence it is

strength but in the future it shall have toupgrade at even faster as more players

especially multinationals enter the fray.

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CUSTOMER CARE

VODAFONE prides itself on being really

close to its customers; it is as explained

earlier investing heavily in this area.

WEAKNESS:LOSING LEAD ON TECHNICAL

EXPERTISE

Though IDEA has managed to keep its

nose in the competition on basic

technical aspects of telecommunication,

Airtel, Vodafone & MTNL are bridging

the gap.BRAND & PROMOTIONS

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IDEA as a brand in more prevalent in the

customers mind than that of VODAFONE

or any other operator. Its promotion hasalways been of connectivity and a good

live than promoting cell phones. It has a

strong brand image and always uses

promotional strategies that are used to

communicate to a mass of people, one

being hoardings at the bus stops.

OUTER DELHI RANGE INADEQUATE

On and around the outskirts of Delhi the

voice and signal quality of IDEAs

services tends to deteriorate. This is a

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source of irritation and hence customer

dissatisfaction.

OPPORTUNITIES:

CHANGE IN CUSTOMER PROFILE

It has been observed that the customerprofile has shifted from rich

businessmen to youngsters, traders,

executives, working women etc. This is a

segment, which is yet to be tapped. The

lower middle class is yet another

segment to be targeted as first time

usersGROWTH OF CELL USERS

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The past couple of years have seen a

nearly exponential growth in cell

subscribers. This is because of the dropin handset prices and tariff rates. These

two prices are likely to go down further

in the future due to technological

breakthroughs and Government policies.

Hence a huge customer base is to open

up.

THREATS:

VODAFONE IS GAINING

TECHNOLOGICALLY

Idea has now acquired outsourcing for

all its new projects. Black Berry is the

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company, which provides this

outsourcing. This though expensive has

greatly increased the efficiency andspeed of Vodafones projects. It is a big

challenge for VODAFONE as its

technological superiority could be

challenged which would seriously affect

its status as market leader of cellular

services.

RELIANCE: DEEPER POCKETS!!

Reliance, the cellular giant has started

giving Idea technological and financial

support. As a result it has made it

possible for Reliance to expand and

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improve all its operations are it on the

services, promotion, advertising or

marketing fronts. This is a cause of worry for IDEA as Reliance would be a

greater force to reckon with, given the

advantages cited.

THIRD AND FOURTH PLAYERS

MTNL is to be the third player in the

Delhi circle. It has already got most of

the Infrastructure in place for

commencement of operations. They

have put the infrastructure in place by

acquiring the expertise from LUCENT

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Technologies. MTNL also has control of

the landline systems, which exist.

Another advantage is the government

backing that MTNL will always enjoy.

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RESEARCH METHODOLOGY

RESEARCH OBJECTIVES

To know the present satisfaction

level of Vodafone users.

To know customers expectationsfrom Vodafone.

To know about the perception of

customers regarding other players in

the industry.

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Image of Vodafone in customers

mindset, regarding tariff and other

promotional factors.

DATA SOURCES

In the present telecommunication sectorscenario, when Airtel is launching new

tariff plans every fortnight. It is quite

difficult for other private players to keep

their customers happy.

PRIMARY DATA

Primary data was collected throughdirect interaction with respondents. The

respondents was given a structured

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questionnaire prepared by me, which

consisted mostly of closed ended

questions.

SECONDARY DATA

Secondary Data: Secondary data wascollected from company's official web

site ; www.vodafone.co.in . Brochures

issued by the company.

QUESTIONNAIRE DESIGN /

FORMATION

To gain familiarity with a phenomenon

and to achieve new insight.

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To portray accurately the characteristics

of a particular individual, situation or a

group.

To determine the frequency with which

something occurs.

To taste a hypothesis of a casual

relationship between variables.

SAMPLE DESIGN /SAMPLE ELEMENT /

UNIT

In the present telecommunication sector

scenario, when Airtel is launching new

tariff plans every fortnight. It is quitedifficult for other private players to keep

their customers happy

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TOOLS AND TECHNIQUES

Bar Diagram.

Pie- Chart.

Line Graph.

EXTENT

The research is concentrated in

DELHI-NCR,. All the branches in thetargeted area were contacted to be a

part of the study.

TIME FRAME

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It took around 2 months for preparing

this project.

SAMPLING FRAME

MIDDLE CLASS

CHAPTER-2

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LITERATURE REVIEW:- ABOUT

CUSTOMER RELATIOSHIP

WHY CRM

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To know who all are the most valuable customers

Who are most profitable customers

What products and services thesecustomers go for

What are the various opportunitiesavailable for cross selling

Who are the customers that arelikely to defect to the competition at the first go

What needs to be done to stop fromcrossing to the other side

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What new products and services youshould develop

How can you maximise revenue percustomer

To ensure that no customer requestsgo unattented

WHAT IS CUSTOMER RELATION

MANAGEMENT? CRM is a business strategy to select and

manage the most valuable customer

relationships. CRM requires a customer-

centric business philosophy and culture

to support effective marketing, sales and

service processes. CRM applications can

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programs is the challenge of CRM

implementation

ELEMENTS OF CRMCRM has grown into a dense and tangled

field, and many vendors that provide

only a small piece of the puzzle call

themselves CRM vendors, making it

difficult to sift through the claims. In

addition, many back-office systems are

sprouting customer portals and otherfeatures close to CRM functionality, so

the boundaries are not as clear-cut as

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they were. Here's a survey of classic

functionality categories for CRM

systems

Sales force automation (SFA) . Some

call it the star of the lot, and it was one

of the two early drivers of the CRM field,

the other one being support tracking.

SFA tools track prospects, contacts, and

activities, allowing managers to follow

leads through the pipeline, forecast revenue, and catch bottlenecks. Many

systems include aids to the sales process

such as proposal and quote generators.

Because of the revenue-forecasting

requirements, SFA has always

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emphasized metrics even more than

other areas of CRM.A unique

characteristic of SFA is the requirement for supporting mobile, disconnected

users. Field sales reps need to download

relevant account information to their

PCs, update it while away from the

office, and then upload it back into the

shared system. This calls for robust

synchronization capabilities so thedownloads and uploads can happen

quickly and maintain data consistency

even if multiple updates occur.

Telemarketing and telesales tracking .

Although they can be considered a part

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of SFA, tools for telemarketing and

telesales operations tend to be quite a

bit different because telemarketersoften work from scripts, or at least in a

much more structured environment.

They do not need mobile, disconnected

functionality. In many ways, their

requirements are closer to those of

support tracking and indeed many

vendors offer contact center modulesthat can serve both inbound and

outbound contact centers. ("Contact

center" is the modern and accurate term

for what used to be known as a call

center).

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Part of the functionality of a contact

center application is computer

telephony integration (CTI), which

allows information to be shared

between the phone system and the CRM

application. Typical applications of CTI

include routing calls, either based on the

incoming phone number or on

information entered by the customerinto the phone system as directed by

menu choices, and the ability to display

screens containing the caller's

information a split second ahead of

delivering the call (so-called screen

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pops). CTI can also manipulate the

phone system based on information in

the CRM database, for instance it candial phone numbers as displayed on a

user's screen.

Product configuration . Product

configuration is tools that allow users to

customize complex products to their

exact requirements. Product

configuration used to be an activity that took place off-line and outside the

interactions with the customers, but

now configurations are part of many

CRM suites. This is partly due to the

influence of e-commerce, which requires

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that instant configurations be available

to customers.

Marketing automation . Often called

campaign management, marketing

automation allows the design, execution,

and management of campaigns.

Depending on the sophistication of the

tool, the campaigns may use a variety of

media and include segmentation and list

management capabilities. Marketingevent planning is another potential

component of marketing automation.

Support tracking . With SFA, support

tracking is the other historically

important part of CRM. Basic support-

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tracking features include the ability to

track the history of support requests

from inception to resolution, includingrouting, ownership, escalations, and

transfers. Integration with phone (CTI,

described above) and electronic

communication systems (e-mail and the

customer portal, described below) is

often provided, although by no means a

given. Another important area is theprovision of a customer database to

track service contracts. The contracts

area is where integration with the sales

system or with the accounting system

may come into play.

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Field service . Field service has different

requirements than service that is

provided from a support center, much asa telemarketing group needs different

features than a field sales force. Like

field sales, field service employs a

mobile workforce and it has special

requirements such as the management

of parts and spares. Many field service

tools allow users to communicate

through wireless communications.

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Knowledge base . Knowledge base

functionality is useful in all areas of

customer-focused functions. There arereally two different types of

functionality here. One is the ability to

expose the knowledge base to the users

through a variety of search capabilities..

Knowledge base functionality serves

both internal and external users through

a permission scheme that allows onlyselected documents to be exposed to

external users. Tools that separate

internal and external knowledge base

systems create a lot of extra work and

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miss the point of a knowledge base, in

my opinion.

Customer portal . Web-based customer

access to the CRM system is now an

absolute requirement. Basic customer

portals allow access to the knowledge

base and to the request-tracking system,

but more and more sophisticated

functions are expected including branch

locators, electronic downloads, onlinechat sessions, and so forth. Proactive e-

mail alerts are often conceived as being

part of customer portals. Customer

portals and the functionality around

them are sometimes called e-CRM and

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the subsystems are called e-sales, e-

marketing, or e-support.

The customer portal should not be

confused with the ability of internal

users to access the CRM system through

the web. Modem tools offer what's

called thin-client functionality, whereby

they can be manipulated through a web

browser even by internal users. Older

tools offer a thick-client interface in atraditional client-server setup, requiring

installation of the client on each user's

machine.

Analytics . One of the benefits of CRM is

an improved ability to view and analyze

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customer-related activities. Once a poor

relative of other CRM functionality,

analytics have become big business andare often sold separately as a value-

added option. Although clever reporting

is important, the main success factor for

analytics is to have good data, so make

sure that the data you need is indeed

captured by the system, and that users

are indeed entering it as required.

THE BENEFITS OF CRM

It's true that the benefits of CRM are

often overstated, especially by vendors,

but it doesn't mean that CRM tools are

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useless. Properly implemented, they can

and should bring a whole set of tangible

benefits. This is often the first goal that is reached for (if not always attained)

during CRM initiatives. The idea is that

the technology will make it easier to

reach customers, to sell to them, and to

service them. Self-service tools are often

sold solely with a cost-saving rationale,

but most other CRM tools, from quotegenerators to internal knowledge bases,

are also likely to produce cost savings by

boosting employees' productivity.

WHY DOES CRM FAIL SO OFTEN?

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It's become almost fashionable to talk

about the high failure rate of CRM

projects. For instance, an often-citedGartner study from late 2001 [2] claims

that over half of CRM projects fail to

deliver on expected savings and

business advantages. Is CRM the kiss of

death? I think not. If we look behind the

numbers we find much more

encouraging facts. First, many projectsthat are classified as failures, including

in the famous Gartner study, are not

failures at all in the normal sense of the

word. They simply "failed" to set

objective, quantifiable objectives from

the start and therefore cannot claim to

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have achieved any specific objectives.

It's certainly sloppy to start projects

without defined goals, but I will let others who have never sinned throw

that first stone!

PAST, PRESENT AND FUTURE OF CRM

Back in 1995, the CEOs decided that

they wanted to build a national loyalty

program and a database to support it.

And then, thereafter it has been joined

from several organizations to have all of

this wealth of data about their

customers.

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Over the last 8 years, they've been able

to take that transactional data,

understand who the customers are,

understand what kind of share of wallet

they are getting from these customers,

and then tailor their messages and

offers. Initially and primarily, they are

still doing that through direct mail, but increasingly through telemarketing and

email. There have been quite a few

innovative marketing concepts that have

been developed over the last twenty

years, not the least of which is CRM, and

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the use of the Internet. But none of these

developments has become

institutionalized because the businessculture lacks confidence in making

profound changes when it comes to

marketing. There's a lack of

understanding of consumer marketing

and how it affects consumer behavior.

And so it seems like most companies

lurch from experimenting with each newidea, often driven by technology, or the

pressures of quarterly earnings, which

require that they drive sales for a

particular period of time. But they never

stick with anything long enough to learn

the real ROI. Meanwhile, if we look at

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other areas of business, where there

have been significant innovations that

have become institutionalized -- that'sthe best way to compare the lack of

those occurring in marketing. For

example, compared to the development

of concepts like just-in-time delivery

and many of the financial systems that

have been developed, marketing really

has lagged behind. The problem is that the management of these innovations

has been done in a very un-innovative

way. That is to say, you should have the

marketing department apply all of these

innovations to other parts of the

organization. The real problem is the

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unwillingness or institutional inability

for most organizations to integrate

marketing innovations into theorganization. That represents a triumph

of functionalism, in that that the

marketing departments have become

"more innovative," but the ability of the

rest of the organization to take

advantage of those innovations has not

increased at all. It's been moredepartmental innovation than an

organizational innovation.

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Large organizations are terrible at

running small experiments because the

internal economics of large

organizations are inherently skewed --

and for completely understandable

reasons. It's not that these things

happen because people are stupid --

although, indeed, often people are! It's

because people aren't really certainwhat the real costs and benefits are?

There are lots of companies out there

now that sell very expensive software,

and that claim CRM is the solution to the

problem. But the real solution is to get

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back into that mindset of making sure

that every customer that touches you in

some way is recorded and responded to.Your customers know that they shopped

in your store or that they watched your

television programming, and they

expect that you're going to know that,

too.

In fact, you might say that the reason

Wal-Mart has been so successful isbecause they have such fierce loyalty

from the employees, who are fierce in

their desire to execute the vision.

LIMITATIONS OF RESEARCH

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Issues pertaining to research

problem

I have to work under time constraint

due to my present studies, so I have got

a less time to complete the project.

The respondents were mostly college

going students; low understanding of

knowledge was there.

The respondents were discussing the

questions prior to reply thus their could

be biasness.

Different promotional schemes offered

by different companies were not knownby the respondents.

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Chapter-3

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COMPANY PROFILE

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ABOUT VODAFONE ESSAR LIMITED

Vodafone Essar in India is part of

Vodafone and owes its origins to 1994

when its predecessor Hutchison

Telecom acquired the cellular license for

Mumbai. It now has operations in 16

circles accounting for 86% of Indias

mobile customer base, with over 32.4

million customers*.

Vodafone Essar, under the Hutch brand,

has over the years been named the Most

Respected Telecom Company, the Best

Mobile Service in the country, and the

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Most Creative and Most Effective

Advertiser of the Year.

Vodafone is the worlds leading

international mobile communications

company. Vodafone now has operations

in 26 countries across 5 continents and

36 partner networks with about 225

million proportionate customers

worldwide. Vodafone has tied up with

Essar as its principal joint venturepartner for the Indian operation.

The Essar Group is one of Indias largest

corporate houses with interests

spanning the manufacturing and service

sectors like Steel, Oil & Gas, Power,

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Telecom & BPO, Shipping & Logistics

and Engineering & Constructions. The

Group has an asset base of over Rs.200billion (US$ 4.9 billion) and employs

over 4000 people.

CAREER

What can you expect from a career at

Vodafone? Well, the chance to work with

one of India's most respected

companies, in one of India's fastest

growing industries and the opportunity

to make a difference. Also to enjoy the

satisfaction that comes from handling

important responsibilities in the best

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Experience :

Minimum 4-6 years of experience

Education : -MCA, MCM, MCS or GNIIT

with 4-6 years of experience -Software

development & exposure on Oracle

Sql, Corba interface development andUnix shell scripts -Knowledge of Java,

Advance Java, Websphear, Tomcat

server would be preferred

Job Description

Key Skills :

-Software development exposure on

PL-Sql, C++, Proc C, Unix, Java, Corba -Exposure on prepaid systems

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Description: -Responsible for carrying

out all day to day prepaid activities

including Product discussion anddelivery within TAT, performance

monitoring, scheduling and execution

of daily tasks etc. -Periodically revisit

all processes and maintain all

documents and controls as defined by

SOX in control matrix.

What can you expect from a career at

Vodafone? Well, the chance to work with

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one of India's most respected

companies, in one of India's fastest

growing industries and the opportunityto make a difference. Also to enjoy the

satisfaction that comes from handling

important responsibilities in the best

way possible. And most importantly,

having fun while you are at it.

Assistant Manager - Corporate Sales

Category : Sales

Role : Frontline

Location : Delhi & NCR

Openings (1) Expires on : 7/7/2007Job Requirements

Experience :

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4-5 years of experience of handling

large corporate accounts

Education : Minimum Graduation

Job Description

Key Skills :

Good communication skills -Ability tointeract at senior levels within

corporates -Effective network skills -

Pleasant personality -Ability to achieve

targets

Description: Handle a portfolio

comprising of large corporate accounts

for driving sales & revenue -Acquiringnew corporate accounts -Control Churn

of existing corporate accounts

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Life becomes simpler when you become

a Hutch Postpaid customer. Choose froma variety of affordable and attractive talk

plans, and many convenient payment

options for your monthly bill.

Offers

Go Postpaid

Talk plans

Payment choices

Download postpaid forms

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Shops & Dealers

Vodafone @ your doorstep

To get a Vodafone Postpaid

connection, all you have to do is submit

a Customer Agreement Form andEnrollment form, along with one of the

following documents as your ID and

address proof:

PAN card

Ration card

Passport

Driving licence

ID card issued by any institution

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Copy of electricity or telephone bill of

your address

Any document or communication

issued by any authority of Central

Government or local bodies showing

your residential address

Any other documentary evidence in

support of the address given in the

declaration

Talk plans Choose a talk plan that fits

your usage and budget. And get a range

of value added services to go with it.

Know more

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VODAFONE @ YOUR DOORSTEP

You don't need to step out of your home

or office. Vodafone will come to your

doorstep. Know more

Going Prepaid is easy. And rewarding,with maximum talktime and exciting

offers. Not to mention a host of value

added services, two-way national

roaming and much more.

Offers

Go Prepaid

Cost structure

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How to recharge

Download prepaid forms

Shops & Dealers

To go Prepaid, just fill up a simple

Prepaid Enrollment form. This form

comes enclosed in the SIM pack. You can

also pick one up from any Vodafone

Shop or download it right here.

As per new government regulations, all

Prepaid customers must provide the

following documents along with the

Enrollment form:

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Identity Card issued by Central / State

Government

Identity Card issued by Public Sector

Undertakings

Ration Card with your Photo

Government College / UniversityIdentity Card

In case the proof of identity document

does not contain your address, you must

submit one of the following documents

as proof of address:

Electricity Bill (issued in the last two

months)Telephone Bill (MTNL / BSNL / Hutch -

issued in the last two months)

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Bank Statement / Credit Card Statement

(of last two months)

Income Tax Order (not older than 1

year)

RC copy of vehicle

Registered Rent Agreement Bank Passbook

Note

Photograph with customer's signature

is compulsory

Retailers need to verify the originals

and attest the photocopies

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Customers will be able to make or

receive calls / SMS only after the above

documents are received and verified.

Now you can call anywhere in the world

and save up to 30%. So you will no

longer need to worry about heavy STD /

ISD bills or security deposits. Moreover,

you'll also be able to call STD / ISD

directly from your Vodafone phone, with

complete control over long distanceusage.

Postpaid

Prepaid

World Calling Card

Home Calling Card

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Vodafone PCO

More on World Calling Cards

Using World Calling Cards

Denominations, Validity & Tariff

Getting a Calling Card

Checking your balance

Gulf Calling Card

Making Payments

More on World Calling Cards

World Calling Cards are prepaid cards

that allow you to make STD / ISD calls

from your Vodafone phone.

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By using the World Calling Card to make

long distance calls, you pay up to 30%

lower rates than regular landlines orpostpaid / prepaid calls.

What's more, with World Calling Cards,

you can keep a tab on your long distance

usage, and no longer need to worry

about surprisingly heavy ISD or STD

bills.

Note:

World Calling Cards can only be used

from Hutch phones

Vodafone s extent of exposure on non -performance of the card is up to the

value of the card only

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The balance and validity on this card is

independent of the validity and balance

of the subscribers prepaid card

This card is not rechargeable and at the

end of the validity period any balance

amount remaining on the card will be

forfeited to Vodafone

Vodafone is in no way responsible for

degradation of call quality due to

problems on any international leg of thecall

Using World Calling Cards

Using a World Calling Card is easy.Simply follow the steps below to get

started.

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Scratch the silver foil on the card and

note down your secret 12 digit pin

Enter the PIN

To make an STD call, dial '0' followed by

the STD code and then the phone

number.

To make an ISD call, dial '00' followed by

the ISD code and the phone number

You can use the World Calling Card

without entering the PIN. To activate

PINless dialing service, send WCC

CREATE as an SMS to

111(toll-free)

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To deactivate PINless dialing service,

send WCC DELETE as an

SMS to 111 (toll-free)

Note

To know more about updated call rates,

send TARIFF WCC110 or TARIFF

WCC550 as an SMS to 111(toll-free)

DENOMINATION, VALIDITY & TARIFF

Denomination Rs110

Rs 550 Rs1000*

Rs2500

Validity (afterfirst use)

1month

3months

6months

9months

Shelf Life 1 year 1 year 1 year 1 year

Talktime (Rs) 97 489 889 2224

STD (Rs / min)

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VODA-to-VODA

50p 50p 50p 50p

VODA-to-all 1 1 1 1ISD (Rs / min)

US Canada 4.75 3.99 3.99 1.99

UK (Mobile) 8 7.5 7.5 7.99

UK (Fixed) 4.95 4.2 4.2 4.2

Gulf 8.45 7.99 7.99 7.99

S.E. Asia 6.2 4.2 4.2 4.2

ROW 9.65 9.2 9.2 7.99Rest ofEurope Fixed

5.25 4.5 4.5 4.5

Rest of

Europe Mobile

8.5 8 8 7.99

SAARC 8.45 8.1 8.1 7.99

Australia & NZ 8 7.5 7.5 7.99

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Africa 8.45 8.1 8.1 7.99

Available only through special request

in circles other than Mumbai. This

product is currently not available in

Delhi.

New price points for customers inKarnataka. To check out the

denominations, click here.

New price points for customers in

Rajasthan. To check out the

denominations, click here.

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New price points for customers in Delhi.

To check out the denominations, click

here.

- The shelf life of a PIN is calculated from

the time it is generated

- The Validity (after first use) is

calculated from the time the card is first

used

- World calling Cards cannot be used to

call: Cook Islands, Cuba, Diego Garcia,

East Timor, Guiana Bissau, Naurau, Niue

Islands, Norfolk Islands, Papua N.G.,

Samoa West, Solomon Islands, Somalia,

ST Tome & Princ, ST Helena, Tokelau

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Islands, Tuvalu, Vanutau, Wallis &

Futuna.

- Shore to Ship calls are not allowed with

World Calling Cards.

Getting a Calling Card

You can get a Vodafone World CallingCard at all Vodafone Shops and

Teleshops, or any shop displaying the

World Calling Card signage.

Note:

Customers in Rajasthan can get a

Vodafone World Calling Card at all

Vodafone Shops, Teleshops and select retail outlets in Jaipur.

Checking your balance

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You can check the balance of your

World Calling Card in the following

ways:

Dial the toll-free access number of your

Vodafone Circle and enter your PIN

number. Your balance will be displayed

to you

Send WCCBAL as an SMS

to 111(toll-free)

Gulf Calling Card

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MAKING PAYMENTS

Your call charges are debited instantly

as you speak, from your card balance

and you don't need to pay any rental or

security deposit.

To know more about World Calling

Cards, call 50119 (toll-free) from your

Hutch phone.

Now you can call anywhere in the

world from across 95 countries and save

up to 90%. So you will no longer need to

worry about heavy international

roaming bills.

Postpaid

Prepaid

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World Calling Card

Home Calling Card

More on Home Calling Cards

Denominations, Validity & Tariff

Getting a Home Calling Card

Using a Home Calling Card

Customer Support

TERMS & CONDITIONS

More on Home Calling CardsHome Calling Cards are prepaid cards

that allow you to make calls from

landlines, PCOs & mobiles from across

95 countries.

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Validity (after firstuse)

6 months 6 months

Shelf Life 1 year 1 year* The balance after each call will be

announced in units

To view tariffs for calling from one

country to another, click here.

Getting Home Calling Card

You can get a Vodafone Home Calling

Card at Vodafone Shops. You can access

the card through fixed lines (touch tone

or non - DTMF phones), mobile and

payphones.

USING A HOME CALLING CARD

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Dial the country specific toll-free access

number.

At the tone, enter your card number

(printed behind the scratch card)

Follow the voice instructions to enter

the country code, area code and

destination phone number .You must

only enter the non-zero part of

country/city code

The terminating number is then

validated

You are informed with the available

talktimeThe call is connected

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- You can choose to press 0 for operator

assistance

- Press *1 for customer service

assistance

- You will hear a double beep when your

balance talktime is1minute

- To place additional calls without

hanging up, press # for 3 seconds or

hold on to the line after the called party

hangs up, you receive a busy signal, or

your call is unanswered. Follow the

voice instructions to complete your call

NOTE:

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Even to make calls within the country

you are in, the country code should be

added

The card is not rechargeable

You are not entitled to grace periods

The card cannot be used to initiate callsfrom India

This is a standalone card and if used

from a Vodafone Phone on international

roaming, the standard roaming rates

shall apply

CUSTOMER SUPPORT

Our customer care personnel areavailable 24 X 7 to support you for call

completion requests, dialing

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instructions, country/city codes

information, access number information,

unit balance and card expiration date.

Products > Vodafone HandyPhone >

Delhi Change Your Region Delhi Gujarat

Maharashtra & Goa (except Mumbai)

Mumbai Kolkata West Bengal Rajasthan

Postpaid

Prepaid

World Calling Card

Home Calling Card

Install a Vodafone Handyphone at your

home or office and make calls to mobile

phones at unbelievably low rates. Plus,

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enjoy all the features you usually get

only on your mobile!

Choose your Handy Phone

Installation

Tariff & discounts

Get the Vodafone Handyphone today,

and enjoy enormous savings on calls:

Call any 3 Vodafone numbers @ only

20p / min

Calls to all local mobiles @ 40p / min

Get free local and STD calls every month

Choose your Handy Phone

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The Vodafone HandyPhone comes in

Desktop and Cordless models. Both

come loaded with the best features of mobile phones & landlines, including:

Talktime up to 4.5 hours

Standby time up to 96 hours

Speaker phone

Speed dial

SMS

Polyphonic ringtones

Missed call alerts

STD / ISD lock

Voice mails

Call waiting

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Tele-conferencing

Installation

You can get a HandyPhone in exactly

the same way you buy a mobile.

It requires no additional

documentationIt needs no wiring or installation

procedures

Just insert the SIM and start using it

instantly

Tariffs & discounts

You can select any of our Postpaid plans

depending on your usage:

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Vodafone is a major national cellular

operator in India that covers most of the

country. In Mumbai it was earlier knownby the name Orange. It offers both

prepaid and postpaid GSM cellular

phone coverage throughout India and is

especially strong in the major metros. It

is often praised for its award winning

advertisements which all follow a clean,

minimalist look. A recurrent theme isthat its message Hi stands out visibly

though it uses only black letters on

white background. Another recent

successful ad campaign in 2003 featured

a dog following a boy around in unlikely

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places, with the tagline, Wherever you

go, our network follows.

On 11 February 2007 Vodafone agreed

to acquire a controlling interest of 67%

in Vodafone-Essar for US$11.1 billion,

piping Anil Ambani group's Reliance

Communications, Hinduja Group, and

Essar Group, owner of the remainder.

Vodafone is India's fourth largest mobile

provider. The company has offered tobuy Essar's stake on the same terms.

Recently (in 2006) Orange was renamed

as Hutch, using a pink background in

advertising material instead of the

previous orange colour. Before the

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transition, Mumbai was overrun with

billboards that simply said "Bye". A

week later, the same billboards, alongwith the rest of the country, sported

theVodafone tristar in a new, vivid pink.

At the time, Mr. Naveen Chopra,

corporate vice president, group

marketing, Hutchison Essar, said, "The

idea is just to refresh the brand, and

inculcate a new 'Hutch spirit'." But thebrand makeover had less to do with

creating excitement and more with

renouncing the Orange brand to Orange

Telecom and creating the new pan-

Indian Hutch brand.

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With Vodafone acquiring 67% of

Hutch for U$11.1b, Vodafone is going

to replace the Hutch brand with theVodafone brand. Hutch (in mid 2006)

bought BPL mobile (a smaller Indian

rival), in a deal valued at $1.15

billion. After the acquisition, Hutch

has close to a 53% stake (which

includes direct and indirect

holdings), while Essar has over 30%.The remaining stakes are held by

Kotak group (8%) and Hindujas and

Max (together 8%).

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Today, in India, Hutch becomes

Vodafone. Now, the pink color logo of

Hutch will be replaced by VodafoneEssars corporate red colored one.

In 2005-06, the Orange brand in

Mumbai was phased out to introduce

Hutch. The company also changed the

colors of its logo from orange to pink

last year.

After acquiring 67 per cent of stake(around Rs. 250 crores) in Hutchison

Essar from Hong Kong-based Hutchison

Whampoa, Vodafone Essar is expecting

to touch over 35 million customers

across 400,000 shops and thousands of

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requirements for its expanding

subscriber base and future plans.

We can now perhaps expect cheap

mobile phones in the country with the

brand-name of Vodafone.

COMPETITORS

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IDEA CELLULAR LTD.

AN IDEA CAN CHANGE YOUR LIFE

Idea Cellular antecedents date back to

1995, when the Aditya Birla Group andAT&T (through Birla AT&T

Communications Maharashtra &

Gujarat circle) and the Tata Group

(through Tata Cellular - Andhra Pradesh

circle) set up cellular networks. Both the

above companies were amongst the first

company to commercially start operation in circles other than metros

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and achieve financial closure in Indian

Telecom industry.

In the year 2000, the historic path-

breaking merger of Tata Cellular with

Birla AT&T Communications and the

subsequent acquisition of RPG Cellular -

(Madhya Pradesh circle) in the year

2001 - helped take the company to aim

even further and led to the formation of

Birla Tata AT&T Limited. In year 2001,company won fourth cellular license for

Delhi metro circle and in year 2002

company introduced common brand

!DEA and changed the name to IDEA

Cellular Limited.

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Since then, there has been no looking

back for IDEA Cellular. The company

launches Delhi operations in year 2002and added a record 100,000 subscriber

within one month of launch.

In 2003, the company achieved the

largest financial closure in Indian

Telecom for its entire circle. In 2004, the

company entered into definitive

agreement to acquire Escotel MobileCommunications (existing operator in

Haryana, Kerala and UP (W)) and

Escorts Telecommunications (cellular

licensee holder for UP (E), Himachal

Pradesh and Rajasthan)

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Idea cellular is committed to achievingthe total coverage. Its advanced cellular

network build up helps it offer smart

coverage in over one thousand cities &

coverage of all its circle of operation.

These include 23 districts of Andhra

Pradesh, 53 cities of Madhya Pradesh

entire Gujarat & 400km of highway across 85 towns & cities. It is one of the

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biggest highway coverage a cross all its

circle of operation.

Idea welcomes you to a vibrant new

world of unlimited opportunities. More

exciting innovative yet simple new way

to communicate, just when you want to,

not just through words but ideas,

emotions and feelings. To give you the

unlimited freedom to reach out to your

special people in your special way.

MISSION

INNOVATE. STIMULATE. LIBERATE...

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Through continuous innovation, Idea

Cellular seeks to liberate customers

from the shackles of time and space.Through continuous innovation, Idea

Cellular seeks to liberate customers

from the shackles of time and space.

CORE BELIEFS:

The company continuously harnesses

the power of wireless revolution to

provide world-class products andservices. It customer needs proactively

by anticipating requirements and

providing ready solutions.

AREAS OF BUSINESS

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Idea Cellular offers a wide range of

cellular services and products. Its post-

paid and pre-paid services aresupported by a variety of package plans

to suit the needs of different customers.

It was the first company in the country

to launch GPRS in November 2002. It

showcased EDGE (Enhanced Data Rates

for GSM Evolution) in Delhi, in July2004. With EDGE, subscribers can enjoy

live television with a data download rate

of over 160 kbps. Idea subscribers will

also have a richer experience while

watching movie previews, multimedia

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messages with video attachments, web-

infotainment, high-speed video

downloads, java game downloads andother Internet-based multi-media

experiences on their EDGE enabled

mobile phones.

It pioneered the concept of 'Cellular

Jockey' and offers 'Music Messaging' to

all its subscribers. It also launched

'Global SMS', which allows the users tosend and receive SMS from over 540

networks and 170 countries across the

technology platforms like GSM, CDMA,

TDMA and satellite phones.

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India, Customers can stay connected

internationally by receiving calls and

sending and receiving SMS.

Idea Cellular, called Birla Tata AT&T

before being renamed in May 2002, is

India's leading cellular services

provider. It was set up in January 2001

following the merger of Tata Cellular

and Birla AT&T Communications. In

February 2001, Idea Cellular acquiredRPG Cellcom, which is now called BTA

Cellcom and has operations in Madhya

Pradesh and Chhattisgarh.

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The Idea Cellular footprint currently

covers five circles: Maharashtra, Gujarat,

Andhra Pradesh, Madhya Pradesh(including Chhattisgarh) and New Delhi.

Its services span the entire cellular value

chain from voice to text. During 2001-

2002, Idea Cellular was India's fastest

growing cellular operator, registering an

annual growth rate of 135 per cent.

Thanks to the frontline technology from Nokia and Ericsson at its

command, the company can offer its

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customers extensive coverage, quality

service and minimal congestion levels.

Currently it has an approximatesubscriber base of 1.25 million, which

amounts to 26.2 per cent in its five

circles of operation (and 10.7 percent of

the all-India total). Idea also enjoys

market leadership in two of its circles of

operation, Maharashtra and Goa, and

Andhra Pradesh

AREAS OF BUSINESS

Idea Cellular offers a wide range of

cellular services and products. Its post-

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paid and pre-paid services are

supported by a variety of package plans

to suit the needs of different customers.The company also offers a variety of

value-added services. These are: M-

coupon Electronic discount coupons

that customers can get on their mobiles

while they shop.

Voice courier Idea subscribers can

send messages in their own voice toselect GSM subscribers all across the

country and to any lad line or cellular

subscriber in the US and Canada at a

fraction of STD and ISD rates.

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M-chat An instant-messaging service

that enables subscribers to chat with

their friends in MSN, Yahoo and ICQfrom Idea mobile (using the SMS

feature). Ideas m -chat enables

subscribers to chat with all the three

chat rooms, MSN, Yahoo and ISQ,

without having to tag along a laptop or

computer with net connection.

SMS in nine vernacular languages

Hindi, Gujarati, Marathi, Bengali, Telugu,

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Tamil, Malayalam, Kannada and Punjabi,

in addition to English

GPRS / MMS Idea Delhi was the first

mobile phone operator to launch GPRS

services in Delhi. Its 3G -compatible

network supports General Packet Radio

Service (GPRS), which allows

subscribers to access Internet websites

and information portals on Idea mobile.

Another outstanding application onGPRS is Multimedia Messaging Service

(MMS). Idea is among the pioneers in