MT 2014 Review Presentation - Dharamveer Gupta

CFT Review Presentation!YLP MT’14

26th of September, 2014

Presented by : Dharamveer Gupta

Apr 17, 2023 2

Dharamveer Gupta

Role in the organization Basic Information

• Understanding of different functions at Idea

Educational Background•PGDM – Xavier Institute of Management, Bhubaneswar•BBA (Marketing) - Smt. J.D.Birla Inst., Kolkata in 2009

Work experience•Internship Deloitte Consulting India Pvt Ltd (April, May 2014)•Managed Family Business M/s Jai Kiran Onion Company for 33 months

Interests•Reading•Playing outdoor sports like volleyball and basketball •Passionate about cooking

INTRODUCTION

http://www.clipartguide.com/_pages/1552-0910-2623-4701.html

• Sales Stint

• Marketing Stint

• Service Delivery Stint

• Q & A

Agenda

SALES (July 2014)

Objective - Communication in Postpaid in Indore 1; Realities & Challenges and methods to improve it

Mentors : Mr. Bhuvneshwar S Chauhan Mr. Rajeev Bhardawaj Mr. Dhiraj Sharma

5

Postpaid at IDEA in MPCG

Survey of MY IDEA outlets and Analysis

Observations Analysis

POSTPAID in MPCG circle

FY 2014 Annual revenues at 162.7 Crores

Q1 FY15 – 44,792 new connections

Q1, FY15 – 6642 MNP activations achieved

5634 Data Packs and Combo Sales in Q1 FY15

FY 2014 Annual revenues at 52.4 Crores

Q1, FY15 – 15,012 New connections

Q1, FY15 – 1950 MNP activations achieved

2486 Data Packs and Combo Sales in Q1 FY15

POSTPAID in INDORE-1

32.2%

33.51%

29.36%

44.1%

Engagement Outcome




Engagement Outcome

Survey Questionnaire

1. Sales

10.53%

47.37%

31.58%

10.53%

< 100> 200

100 - 150

Cat BCategory of Outlets

Average Walkin

When do you get the targets? – 100% responded beginning of the month

Do you get the Achievement status of Sales Targets? – 100% responded as YES

Oral by TSM/ASM

10.5%

Mail by TSM/ASM

15.8%

73.7%

Mail & Oral by TSM/ASM

Mode of Communication Achievability of Targets Score = 3.82 out of 5

Current mode of communication Satisfaction Score = 3.5 out of 5

42.1 %

57.9 %

MI Survey.htm

Cat C

150 - 200


Engagement Outcome

3. FOS (Fleet on Street) & Infrastructure2. Commission Structure

Commission

Calculation Complexity

Index = 1.99

Commission Structure

Understandability

Index = 3.5

Commission Payout

Satisfaction

Index = 3.2

Commission Policies

Satisfaction Index = 3

** Note – All the scores above are out of 5 with 1 being the least and 5 being the maximum

Average FOS Size = 3.8

Required Average FOS Size = 4.6

FOS Satisfaction Score = 2.86




Engagement Outcome

Sales

• No notification system for CAF rejections and resons for it

• Duplicate Bill cannot be printed with the existing software and hence a lot of pety complaints which could have been avoided

• Escalation of problems is time consuming

• Pospaid problem handling is slower as compared to Prepaid

Commission Structure

• Target setting is a one-way process. Lack of discussions with franchisee owner w.r.t setting of targets and justification for it

• Complex Commission Policy structure. The commission paid is distributed in 8 heads as compared to 3 heads before

• Variable days of Payouts as compared to that of prepaid

• Disatisfaction because of unfair incentivisation as compared to smaller outlets

FOS & Infrastructure

• Basic Salary is less

• Customers sometimes do not trust the authenticity of FOS because of lack of identity cards

• Frequency of training is less

• Lack of Direct incentives

• Negligent engagement activities from the organisation



• Real Time Notification System to be incorporated in the existing software

• This system will notify the MY IDEA outlet with the reason for rejection of CAF

CAF Notification Tab

• The factility to print duplicate bills from the prefalent software should be incorporated which was not before.

.

Duplicate Bill

• Speeden up the New Customer Acquisition Process

• Better Communication

This will decrease BNR complaints, late payments, and improve the communication process

FOS Connect

• Accessory kit and Identity Card to FOS

• FOS Engagement meets to be held where top performers are appreciated

Increase in connect with Idea

Motivated employees perform better

Recommendations What is it? BENEFIT to IDEA


Engagement OutcomePostpaid at IDEA in MPCG


Week 3 Week 4Week 1 Week 2

Current FOS

Required FOS

Gap (FOS)

Action plan to cover gap

Last 3 months Avg Sales

Present month Target MNPPre to PostFresh Acquisitions

Action Plan

Weak wise Target SplitMNPPre to PostFresh Acquisitions

Special Support

ASM (Signature) TSM (Signature) Channel Partner (Signature)

“MY IDEA Monthly Plan Sheet”

Month -

Franchisee Name


Engagement OutcomePostpaid at IDEA in MPCG


MARKETING(August 2014)

Objectives: 1.Competition Analysis of VAS across MPCG.2.Increasing VAS penetration across DND customers

Mentors : Mrs. Nilofer Khan Mr. Ajay Tripathi

Idea Music Station

Rs 36/ 30 days for 360

mins

IVR, SMS, OBD, WAP

543213

MUSICStandard Price Points

Communication modes

Short Code

Airtel Music


mins

IVR, SMS, OBD

543213

Vodafone Music


mins

IVR, SMS, OBD, WAP

543213

Dialer Tone

Rs 15/song charges for

90 days, Rs 36/ 30 days

subscription

IVR, SIVR, OBD

56789

RING BACK TONEStandard Price Points

Communication modes

Short Code

CRICKETStandard Price Points

Communication modes

Short Code

HelloTune



subscription

IVR, SMS, USSD

Caller Tune



subscription

IVR, SMS, USSD

Match Day – Rs 6/match

day

Monthly pack – Rs 60

SIVR, OBD, IVR

12137


day


SIVR, OBD, SMS


day


SIVR, OBD, SMS

1. Product analysis of VAS across competitors (MPCG)

ASTROLOGYStandard Price Points

Communication modes

Short Code

MCI (Missed Call Information)Standard Price Points

Communication modes

Short Code

PPU – Rs 9/minute

Subscription based –

Rs.36/ 30 days and

Rs.3.99/minute

IVR, USSD, SMS, OBD

53300

PPU – Rs 1/ transaction


Rs 36/ 30 days

SIVR, OBD

12136



Rs 30/ 30 days

SMS



Rs 30/ 30 days

SMS

PPU – Rs 9/minute


Rs.30/ 30 days and

Rs.3/minute

IVR, USSD, SMS, OBD

PPU – Rs 9/minute


Rs.30/ 30 days and

Rs.3/minute

IVR, USSD, SMS, OBD

1. Product analysis of VAS across competitors (MPCG)

** Note – PPU is Pay Per Usage

2. Increasing VAS penetration across DND customers (MPCG)

DND BASE48,93,933

Prepaid46,71,113

Postpaid2,22,820

Non-VAS43,75,237

VAS users2,95,876

Non-VAS2,07,819

VAS users15,001

3.97%

27.95%

65.70%

2.38%

Prepaid OSCC

IVR

Others DND in CAF

DND - Mode of Activation

Highlights

** Note – OSCC stands for Outbound Service Call Centre

IVR , SIVR

MY IDEA

Mobile Bills

• DND customers use IVR, SIVR portals

• The first voice here would be that of informing the customer to activate the Partial DND and the line would be directed towards 1901

• A lot of customers visit MY Idea outlets

• Awareness of benefits of Partial DND by the front end executives.

RATIONALE

•The DND base in MPCG is 26.87% of EOP (End of Period) base.

•The main objective would be that of converting them from “Complete DND” to “Partial DND”.

•This would in turn increase the communication and highly segmented products would be promoted based on their RPU

Recommendations

• Mobile bills sent to Postpaid customers can be used as a communication tool.

• Partial DND Service can be promoted on the right hand side corner of the bill

SERVICE DELIVERY(September 2014)

Objective – Postpaid Activation Turnaround Time (TAT) reduction for new connections and Prepaid to Postpaid conversions

Mentors : Mrs. Rashi Saxena Mr. Jitendra Sharma Mr. Amit Hardia

CAF Activation Process in Postpaid in Indore

Customer submits documents to

Channel partner

Offline entry by Channel partner in

CRYSTAL

CPV ClosureOffline to Online Waiver

ONICRA a Third Party Agency collects the form from Channel Partner and delivers it

to the Zone Activation Office

Account gets activated

CRM Activities

Offline entry by Channel Partner

Reaches CAF Activation Centre

CAF Indexing/Barcoding

CAF Activation Officer – Physical check

L1 AUDIT(Barcode, Doc Count,

Accept/Reject)

L2 AUDIT - CAF Activation Officer (Compares offline

entry with Form Hardcopy)

Make it ONLINE

4 - 5 hrs

120 mins

30 mins

60 mins

30 mins

30 mins

Observations

CHANNEL PARTNER•Rejected CAF are expected to be returned the same day for reftification.

•1st level audit to be in place to control CAF rejection post submition to runner.

•Arranging new CAFs pertains to L1 audit will lead to delay in activation

•CPV in Process – Detailed reasons not available in Crystal

•Offline entry done to block special numbers too where actual customer not present

CAF Collection Agency – ONICRA•List of CAFs to be collected from respective Channel Partner are not carried by runner

CAF Activation Centre•Offline Correction rights are not extended to SPA level

•Offline entry made but forms do not reache the same day

•Too many phone calls from Channel Partners concerning activation of CAFs which decreases their productivity.

** Note - time taken is an estimated avg for 50 CAF

Offline to Online

Offline entry by Channel Partner

CPV Allocation by SD to PEARL (CPV Agency)

Pearl Executive uploads the excel sheet on their software

Beat wise allocation by Pearl Backend Executive to Field

Agents

Field Agents do the CPV and give their feedback on

Pearl Handheld device

Pearl executive updates the CPV outcome on

Crystal

MIS report sent to concerned managers at

Idea by EOD

Max 6 hrs

1-2 hrs

5 mins

20 mins

2-3 hrs

30 mins

Observations

ALLOCATION for CPV•CPV Manually allocated to Agency

•Incorporate pending CPV daily in the CPV list sent to Agency

•Real Time allocation not happening

CPV Agency•CPV process followed by Agency is automated post receiving data from Idea

Others•Numbers remain offline in the system for upto 15 days which decreases the TAT

•Lack of consolidated reports in Crystal with repect to all the beneficiaries involved

•Lack of Automation in some activities

`

CPV Process

11.36%

1.12%

1.23% 10.1%

20.77%

0.36%

2.06%

CAF not received, Validation Pending – 35.31%

Waiver Approval Pending – 4.77%

CPV in Process – 30.29%

Analysis

`

TAT analysis for August 2014 – New and Pre to Post conversions

Analysis – 24hrs Activations

Top Channel types contributing to CAF delay

Channel type CAF Delay CAF received Grand Total Contribution Delay Weighted

MY IDEA 1470 2802 4272 30% 34.41% 10.44%

DSA 764 1077 1841 13% 41.50% 5.43%

EBU DST 749 1607 2356 17% 31.79% 5.32%

ICSL 555 1357 1912 14% 29.03% 3.94%

TDSA 323 960 1283 9% 25.18% 2.29%

Top Zones contributing to CPV delay Zone < 24 Hrs > 24 Hrs Grand Total Contribution Delay WeightedINDORE-1 2899 1395 4294 31% 32.49% 9.91%BHOPAL 2122 916 3038 22% 30.15% 6.51%RAIPUR-1 1179 442 1621 12% 27.27% 3.14%GWALIOR 572 439 1011 7% 43.42% 3.12%BILASPUR 796 364 1160 8% 31.38% 2.59%

Top contributors of each channel type towards CAF delay Microsoft Excel Worksheet

** Note – All the figures above are for the month of August

OTHERS

Entries which are Offline for more than 5 days to be removed and the respective number to be released in Open Market

How – Functional Improvements in CRYSTAL

CAF Activation Centre

Instant update of CAF rejection on Crystal which then sends a notification/ mailer on Channel Partner’s screen

How – Automation/Flash through CRYSTAL to channel partner by a CAF tracking system

CHANNEL PARTNER

Major contributors to delay and rejections of CAF should be checked upon and constantly monitored

** 55% offline entries are done within 5pm and 45% are done after 5pm

CAF Collection Agency

Provide a consolidated list to CAF Collection Agents regarding the details of the CAFs to be collected from respective Channel Partner

How – Enhancements in CRYSTAL

CPV Third Party Agency

Allignment of Pearl’s software -reasons for rejection of CAF or In-Process with remarks in CRYSTAL

How – Reasons for rejection or In-Process to be the same in both

Recommendations

Thank You

Documents

MT 2014 Review Presentation - Dharamveer Gupta