Brief on process flow in project Udaan

1 Brief overview of this document Project Udaan was designed to improve the sales of broadband and landline for BSNL It centres around the following key elements Capturing the leads in a transparent manner Creation of sales teams that reaches out to customers and engages in active sales Monitoring of each lead in the system to ensure timely delivery Wings, a software application, developed to aid the key processes of Udaan This document captures the basic process flow in project Udaan; however, the process are evolving with roll-outs For complete understanding of the process flow, on the ground (at roll-out locations) visit and understanding of Wings is required

2 Team structure in Project Udaan at Circle level Head Office Circle + SSA Project Sponsor Director – CFA Project Champion GM (Broadband) Project Manager – Products & Mktg 3 DGMs Product & Mktg team Roll-out managers 1 circle 2 SDE / JTO Sales team Project Manager – Sales & Mktg DGM / AGM 8-12 SDE/JTO team leaders 6-7 people per team Project Head SSA head Project Manager – SD/SA & CS DGM / AGM SD/SA teamIT lead Project Manager – IT & MIS DGM / AGM 6-10 SDE/JTO All indoor & outdoor staff 1-2 SDE / JTO IT Mktg, sales & product innovation Support on- ground sales Project Champion CGM Circle CS team ~3 DE / SDE All customer facing personnel Project Head GM (Sales - CFA) + 1 SDE/JTOs for every 4-5 SSA existing Coaches for circle roll-out Project management & coordination Dedicated DGM stationed at circle but reporting at HO To be trained as Project Udaan "coaches"

3 Overall "Customer to Connection" flow in project Udaan Customers Customer Service Service Delivery / Service Assurance (Network Operations) Team CSC BB call centre CO SMS Sales Team Delivery acceptance Technical acceptance Leads & disconnectio n requests Cnxn requests Ensure delivery Internal system leads Online LL call centre Confirmation of lead Various process are discussed in further detail in the following slides

4 6 detailed sales processes defined and detailed New leads generation & banking Collating & allocating leads Customer contact Feasibility check & confirmation Raising Work Order (OB) Sales closure

5 Sales process 1 – New leads generation and banking Sales Associate Sales Team Leader Get leads from field visits & market intelligence network in area Update team leader with new lead details every day over phone / meeting Generate new lead in system every day basis sales associate feedback Maximise allocation of leads generated by sales associate to same person Leads generated at other sources like CSC, Call Center, Web, etc. are directly entered into the system at the respective source

6 New lead generation form Captures all critical customer information Team identification not present – only area Most fields optional, however contact details are must

7 Sales process 2 – allocating leads Sales Associate Sales Team Leader Allocate lead to Sales Associate using the tab "Allot Lead" Communicate new leads to Sales Associates by phone/SMS If lead not from own area, transfer to other STL using tab "Transfer Lead" Log in to account and check the leads pending for confirmation 4

8 New leads generation status – online report Captures and displays all fields recorded at the time of lead generation Clicking the lead id gives further details such as convenient timings and additional information

9 Sales process 3 – Customer contact Sales Associate Sales Team Leader Sales team leader to immediately raise feasibility check request in system –Contacted or not ? –Interested or not ? If interested, immediately make phone call to Sales Team Leader and give product & plan details Inform local network operations team and follow up on quick feasibility Call and meet customer and estimate requirements 1 Provide status of contact establishment on phone to Sales Team Leader 2 Sales team leader to immediately raise feasibility check request in system 5 Sales team leader to regularly sample and check with customers on experience with sales associate 6

10 Sales process 3 – customer contact Sales Associate Sales Team Leader If confirmed, immediately make raise for feasibility to respective SDE/JTO using tab "Allot for Feasibility" Inform concerned SDE/JTO to revert with feasibility as soon as possible 4 3 Call and meet customer and estimate requirements 1 Input status of customer under option "Confirm/cancel lead" 2 Sales team leader to regularly sample and check with customers on experience with sales associate 6

11 Sales process 4 – feasibility check & confirmation Sales Associate Sales Team Leader Check on reason of non feasibility and escalate for appropriate action 3 If feasibility is ok confirm feasibility to customer over phone. These will appear in the tab "Document Collection" 1 Report to STL if feasibility is not ok. These will appear in "Leads not feasible" 2 Collect documents and payment for raising final OB and enter in tab "Document Collection" 4

12 Feasibility check report to be regularly checked for status Status of every pending request displayed Sales associate can take update from team leader and follow up locally or inform customer if required Status can also be viewed by network and cable teams

13 Sales process 5 – raising work order (OB) Sales Associate Sales Team Leader Sales team leader to consolidate all new requests and raise OBs through nearest CSC 3 Collect all documents and payment from customer 1 Go to nearest CSC/CO and submit documents & payment & raise OB 2 Submit papers and payment to Sales Team leader Record OB number in tab "OB/AN number" 2 4

14 Generating a new connection OB

15 Sales associate to contact customer and check for satisfaction Sales process 6 – sale closure Sales Associate Sales Team Leader Sales team leader to close all completed OBs – inform sales associate on completion & closure 1 Sales Associate to pursue respective SDE/JTO for quick provisioning 23 Sales team leader to regularly sample and check with customers on experience with sales associate 4