1. Sapna Agarwal
Vinay Agnani
Vaibhav Alone
Tejashree Bole
Smita Bommera
Promod Kamble
Nupur Khanna
Sanjukta Mukherjee
Reemis Rodrigues
Neha Vyas

3. ABOUT THE COMPANY India’s largest GSM mobile operator.
Category of the company Public, Listed on BSE
Founded
Headquarters New Delhi-India
Key people Sunil Mittal
Industry Telecom
Revenues Rs37500 cr
Website

4. BUSINESS UNITS Bharti Airtel Mobile Services Telemedia
Telephone services
Broadband,
IPTV,
Enterprise
Digital Tv

5. Products Prepaid mobile phone! Postpaid Mobile Phone! Easy Billing
· Easy Payment Options. Anytime, Anywhere.
· Credit Limit
· Strong Network Coverage
· Long Distance Calling Facility
· Widest Roaming (National and International)
· GPRS – Roaming
Total cost control
Pre Activated STD/ISD
Strong Network Coverage

6. Fixed Wireless Phone
Easy to Use
Instant Connection
Great Add-on Services with features of a mobile phone
Broadband internet & internet
Switch today to Airtel Broadband!
Power Surfing
Surf while you talk!

7. PRICING STRATEGY
.Varied call charges based on the time when the call was made
E.g. – users were charged Re. 1 for the first min and 0.50p every min for outgoing calls in the time slot of
The rates were lowered at nights to Rs and Rs.0.60 respectively.
Life time validity card for Rs.99 only
Launched special offers –sms packs, STD pack etc.
Low roaming tariffs.
Free GPRS services for there pre-paid and post paid customers.

8. PEOPLE
Total Employees 25,616( Bharti Airtel consolidated) . High employees attrition rate.
million mobile customers (Dec 09)

9. PLACE
It has wide and extensive presence even in the remotest areas of India and Sri lanka
Airtel Customer Care Touch Points
Distributors
E.g. Paan shops, grocery stores, chemists, mobile phone outlets, etc.
23-telecom circles of India

10. PLACE

11. PROMOTION Official IPL Sponsors TV Ads Show sponsors
Danglers outside retail outlets (pan wala’s)
Hoardings
Delhi half marathon
Tie up with social networking sites & retail stores.
Online ads.
Different strategy of advertising ( Pan wala’s and taxi drivers with mobiles)

13. PROCESS Min service std’s laid down by TRAI have to be adhered to.
4 hrs 4 activation & 72 hrs for doc verification
Depending on Severity of problem, feedback call may or may not be given.
121 toll free no for any service or query
Customer complaints to be resolved within 72 hrs maximum if not extn must be asked for
Services mostly outsourced (Symbiotic)

14. SERVICE BENCHMARKS

15. PROCESS

17. PHYSICAL ENVIRONMENT

19. GAP MODEL
Gap 1 – Customer Expectation & Company Perceptions of Customer Expectaion
Lack of communication between Dept.
Focus on new customer
Gap 2 - Customer – Driven Service Design & Std. & Company’s Perception of Consumer Expectation
All services & process of Airtel are outsourced
No proper system to develop a new service are

20. Gap 3 – Customer – driven service Design & Std. & service deliver
Increasing customer base
POI
Gap 4 - service deliver & External Communication to customer

21. Closing of Gaps
Relationship marketing
Employee mgmt.