World Cup Bundle Offer with LG products.

Objective

To get LG LED customer on Dishtv board.

To launch a three month long (14th Jan 2015 to 15th April 2015) Dishtv LG Bundled offer to extract maximum SD/HD activations during the World Cup across country.

To Bundle the product with Strong consumer durable brand (LG) to get the maximum mileage during ICC World Cup.

For child connection-SD= Rs.1240 (990+250 minimum subscription)HD= Rs.1150 (900+250 minimum subscription) and HD pack compulsory. NOTE-LG HD offer will now be Rs 900 – HD bare box, with minimum one month subscription with HD Ad don to be made compulsory over and above the box price. Hence total offer price will be Rs 900 + One month subscription of base pack & HD add on.For example - If customer takes HD LG Connection(900), with base pack Family(240) and HD Add on Game on(135). Customer will have to pay 900+240+135 = 1275 to DCC. DCC will submit 1275 at the time of activation.Pitching HD pack on all is compulsory for agents.Customer discount has increased from 600 to 610 under SD & 900 to 1100 under HD booking. (plus point).

New Offer Pricing

North Offers

DTH BRAND TYPE OF CONNECTION TRADE OFFER DISCOUNT (profit to

customer)LG BUNDLE OFFER PRICING

(payable by customer) Pack Value included in Pricing

Dish TV LG SD+ 1885 610 1275 1 Month Maxi Sports Pack = 285

Dish TV LG HD+ 2420 1100 1320 1 M (Maxi Sports 285+ HD135) = 420

Dish TV LG HD+ 2520 1100 1420 1M (All Sports 335 + HD185) = 520

Dish TV LG HD+ 2670 1100 1570 1 M (Platinum Sports 460 + HD210) = 670

South Offers

DTH BRAND TYPE OF CONNECTION TRADE OFFER DISCOUNTED LG BUNDLE OFFER PRICING

(payable by customer) Pack Value included in Pricing

Dish TV LG SD+ 1840 610 1230 1 Month ALL Sports Pack = 240

Dish TV LG HD+ 2345 1100 1245 1 M (Family Sports 210+ HD135) = 345

Dish TV LG HD+ 2425 1100 1325 1M (All Sports 240 + HD185) = 425

Dish TV LG HD+ 2620 1100 1520 1 M (Platinum Sports 410 + HD210) = 620

Below are the process details for World Cup Bundle Offer with LG products installation booking. Customer will get the Dishtv voucher along with his LG LED/LCD TV/OLED/PDP. Voucher Number will have the Sr. No and it will be married to voucher pin no. (not visible). Expiry date of 15th April 2015 will be mentioned on the vouchers.The Vouchers will be billed at zero price to LG.LG to make the voucher available to the customer.

Process Details -

Customer connect & Installation booking

Customer will contact Dishtv either by calling missed call number 18002700210 or SMS to 57575.

Missed Call No.18002700210

Missed Call No.18002700210

SMS to 57575. SMS to 57575.

Outbound calling for Installation booking to the Cust

Outbound calling for Installation booking to the Cust

Installation Booking

Installation Booking

If Cust called up in IB.

If Cust called up in IB.

Associate will inform the missed call number

18002700210

Associate will inform the missed call number

18002700210

Outbound calling for Installation booking to

the Cust

Outbound calling for Installation booking to

the Cust

Stage of Communication Objective Message

On Missed Call/ Correct SMS

Dear LG Customer,Thank you for contacting Dishtv. We will get back to you shortly. Request you to please keep your DISHTV ACTIVATION KIT handy.

1

When installation is logged in CRM

Welcome/congratulate; Info on Box type

2

Thanks and inform customers that they will soon be contacted

for installation

Thank u for choosing Dishtv. Ur installation req (XXXXXXXX) for XXXX–1 Month XXXXXXXXXXXX + XXXX has been submitted. We wil call u shortly for an appointment

* As per process SF will contact the customer for taking details of convenient date/time etc.

3 Appointment

Confirm to the cust wrt date & time of inst; details of DISH care

centre

DISHTV technician from DISH Care Centre xxxxxxxxxxxxxxxx,ZCC

mobile:xxxxxxxxxx will visit you between xx.xx-xx.xxhrs on xx.xx.xx

against Req. No.-xxxxxxxx

*

Rescheduling

If customer wishes to reshedule appointment

DISHTV service visit for Req.No. xxxxxxxx is RESCHEDULED for

xx.xx.xx.Technician from DishCare Centre, Mobile: xxxxxxxxxx will visit you

between xx.xx-xx.xxhrs(if reqd)

4 Post ActivationConfirming to cust on successful

inst; Giving Pack Details

Dear Customer, your DISHTV connection has been successfully

activated. You are enjoying xxxxxxxxxxxxxx pack at Rs XXXpm. Your

next Recharge date is xx.xx.xx

5 CRM Call Closure

Installation Request Closed notification; Sharing Customer

Care details for queries/add info

DISHTV installation req. no. is XXXXXXXX is now closed. For any query, call us on

18601803474 or SMS CALL ME to 57575 for a prompt call back

SMS Communication Details

In case of SMS

Customer will send the SMS for his Dishtv installation booking. Below are some scenarios in case of installation booking done by SMS.

Customer will SMS Dishtv<space>LG to 57575.

In case SMS syntax is wrong, revert SMS will go:

Dear Customer, the SMS sent by you for installation is not correct, Pls recheck and send SMS again.

In case Voucher number is incorrect, revert SMS will go:

Dear Customer, The voucher number you have sent for installation is incorrect, Pls recheck and send SMS again.

In case Voucher number is used, revert SMS will go:

Dear Customer, The voucher number you have sent for installation is already used, pls recheck and send SMS again.

In case of SMS... Contd....

In case Voucher number & SMS syntax is correct, revert SMS will go:

Dear Customer, Thanks for your interest in Dishtv truHD connection, our customer care executive will call you shortly.

In case of customer give Missed call.

Customer will gives a missed call to Dishtv on the missed call number printed on the voucher for his Dishtv installation booking. Below are some scenarios in case of installation booking done by Missed Call.

CCE will calls back to the customer and takes the voucher Number from him and validate/verify in system.

If voucher number is incorrect / already used, The same will be informed to customer.

If voucher number is correct & unused, the CCE will proceed with the installation request.

The executive will confirm the offer from the customer and take the following details from customer like. Name, Address, Pin code, State, city, Mobile number, Landline (If possible), email Id (If there).

The CC executive will call the customer and take the following details from customer.

Name (Customer Name) Address (Customer Address) Pincode (Customer Pincode) State City Mobile Number (Customer Mobile number) Landline (If Possible) Email Id (If there)

On the basis of the Info (Pincode) the lead will go to Tagged SF/DCC/DS, if the Pin code not tagged lead will flow in common bucket.

How to handle installation booking calls

Installation booking (Screenshot)

Installation booking (Screenshot Contd.)

Installation booking (Screenshot Contd.)

Installation booking (Screenshot contd.)

Installation booking (Screenshot contd.)

Installation booking (Screenshot contd.)

Installation Request Tagging will appear on automation(existing process)

Voucher Sample (Screenshot)

Scenarios

•Customer called up to the CC and inquires about World Cup Bundle Offer- LG and associate informed missed call number or SMS.

•Associate (TJ Centre) outcall informed the customer regarding the offer but customer did not book the offer(Interested)

•Associate (TJ Centre) informed the customer regarding the offer but customer did not book the offer(Not Interested)

•Other inquiries

TaggingPROPOSED >> OFFER & SCHEME RELATED >> ACQUISITION OFFER  >>WORLD CUP BUNDLE OFFER – LG

Inquiry Tagging Scenarios with Tagging

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