Vodafone announces the launch of the Vodafone UK Secure Remote Access providing data security for remote and flexible workersPlans to build a state-of-the-art 850 seat customer services centre in Stoke on Trent are announced

2008Voda fone UK i s t he f i r s t Eu ropean ne twork ope ra to r t o o f f e r De l l ’ s Inspiron Mini 9 ultra-mobile device with built-in broadband connectivityThe first ever touch-screen BlackBerry smartphone –The BlackBerryStorm 9500– is announced. The device is built exclusively for Vodafone

2009

A major expansion programmer brings the number of Vodafone retail stores to 400T h e V o d a f o n e F o u n d a t i o n l a u n c h e s t h e U K   W o r l d o f   Differenceprogrammer giving 500 people the chance to get paid to work for charity

Vodafone  signs  an  exclusive  agreement  with Twitter allowing customers to send updates and receive SMS notifications

Vodafone Sure Signal l a u n c h e d – a u n i q u e d e v i c e t o i m p r o v e t h e mobile phone signal inside customers’ homes

Voda fone UK wins Best Network i n t h e M o b i l e N e w s a n d M o b i l e awards

Vodafone UK ranges the Apple iPhone

Voda fone One Ne t r e aches one mi l l i on cus tomer s when p regnancy exercise specialists, FitMama, sign up to the business solution that mergesmobile and landline numbers

Vodafone VIP - launched. The new reward scheme provides access for customers to a range of high-profile national events VODAFONE INDIA Vodafone Essar is the Indian subsidiary of Vodafone Group and commenced operations in 1994 when its predecessor Hutchison Telecom acquired the c e l l u l a r l i c ense fo r Mumba i . The company now has ope ra t i ons a c ro s s t he country with over 121.16 million customers**.Vodafone is the world's leading international mobile communications group with approximately 347 million proportionate customers as on 30 June 2010.Vodafone currently has equity interests in 31 countries across five continents and around 40 partner networks worldwide. For more information, please visit      www.vodafone.com   . T h e E s s a r G r o u p i s a d i v e r s i f i e d b u s i n e s s c o r p o r a t i o n w i t h a b a l a n c e d portfolio of assets in the manufacturing and services sectors of Steel, Energy,Power , Communica t i ons , Sh ipp ing Po r t s & Log i s t i c s , and P ro j ec t s . Es sa r employs more than 50,000 people across offices in Asia, Africa, Europe and the Americas.

ENTERPRISE TEAMIs a Vertical [org with in an org], culled out to cater to corporate segment. They thus provide various customized solutions to their customers over the time. This organization provides complete mobility solutions to its customers. The clientele should have 250cr. turnover for availing the services of Vodafone. Vodafone Enterprise Team Strategy to handle customers:1.Customers reaching to the co[Reach IN- strategy or model] Tools used for reach in strategy are:Call centersWritten communication such as E-Mails, FaxRetail Outlet

  Company reaching out to the customers [Reach Out – Strategy or model] Tools used for reaching out to the customers are:

Relationship managersSelf  service  tools  [Vodafone  website/kiosk  at  company location/SMS] andOnsite services.

Departments in Enterprise Team1. Enterprise Sales Team :Enterprise Sales team’s basic task at work is to do sales and generating revenue in tandem. The rest of the 3 departments are supportive departments to the sales team.

Cross and Up-Sell

:  Vodafone [Enterprise Team] has successfully managed to increase their product portfolio hence they have also managed to up-down sell or cross sell their diverse product portfolio to their existing corporate clients.For  e.g.  KPMG (Klynveld Peat Marwick Goerdeler ), gets Data Access[broadband links] from Vodafone for many years, now they have also cross selltheir portfolio of Vodafone handsets to the same in recentyears.2. Enterprise Service Delivery: This department contributes to the sales revenue by guiding the sales personnel in their different KPA’s. Service Delivery contributes to the majority of customer relations for the enterprise team.3. Enterprise Solution Team Solution Team performs all the technical functions and process which help in customer delight. They assist the sales team and thus for any   problem faced by the customer they help with the onsite help. [At the door step service]4. Collection team With the help of BSCS, collection team helps the sales team with the customer/clients billing related queries, helping them to their delight and offers them packages regarding product portfolio’s mentioned under the EPOS system.

Enterprise Teams offerings1. Mail on the moveBlackBerry:BlackBerry Connect lets me access the functionality of a BlackBerry from a wide range of supported handsets. I can send and r ece ive ema i l s , v i ew a t t a chmen t s , upda t e my ca l enda r and much more – and all in sync with my mail server

Vodafone Mail: Vodafone mail gives you a quick & safe access to Mic roso f t Exchange & Lo tus no t e s f rom you r de sk top s t r a i gh t t o your Vodafone mobile phoneYou can even ge t you r pe r sona l POP3 / IMAP4 ma i l a ccoun t on t he s ame mob i l e phone using single softwareMicroso f t Push Ma i l :Windows  Mobile  Email  from  Vodafone enab l e s cus tomer s t o en joy a D i r ec t Push e -ma i l s e rv i ce on t he move i n a f o rma t t ha t anyone f ami l i a r w i th Mic roso f t Of f i c e w i l l recognize.  E-mails and tasks are synchronized directly from Outlook, a n d M i c r o s o f t O f f i c e E x c e l

M o b i l e a n d W o r d M o b i l e attachments can be viewed, edited and returned. Having a commune -ma i l expe r i ence ac ros s t he PC and Voda fone Windows Mob i l e -powered dev i ce makes s e rv i ce adop t i on s imp le and acce l e r a t e s d e l i v e r y o f t h e b e n e f i t s t h a t m o b i l e e - m a i l b r i n g s t o b u s i n e s s customers.  2. Data Access

Vodafone Mobile Connect: Mobile Connect gives me the freedom to surf the Internet whenever and wherever I want. I just plug my Vodafone mobile phone into my PC or laptop and start browsing –wi thou t t he need fo r an ISP subsc r i p t i on o r modem! And wi th an HTML browser on my handset, I can get online directly through my mobile phone with great connection speeds.

Edge Data Cards:

Laptop becomes a mobile office, with real-time acce s s t o i n fo rma t ion . Qu ick , s imp le and s ecu re , t he EDGE da t a c a r d g i v e s m e i n s t a n t a c c e s s t o t h e I n t e r n e t a n d m y c o m p a n y server.And the best part is, it works 3 times faster than GPRS

3 G Cards:

3G stands for third generation wireless. It is based on an In t e rna t i ona l Te l ecommun ica t i on Un ion ( ITU) i n i t i a t i ve fo r a single  global  wireless  standard called  International  Mobile Telecommunications-2000 (IMT-2000).It enhances the service experience such as multimedia, high speed mobile   broadband, internet access with the ability to view video footage on your mobile handset. With a 3G phone and access to the Voda fone 3G ne twork you can make v ideo ca l l s , wa t ch l i ve TV, access the high speed internet, receive emails and download music tracks, as well as the usual voice call and messaging services found on a mob i l e phone , l i ke pe r son t o pe r son v ideo , l i ve s t r e aming , down loadab l e v ideo o f en t e r t a i nmen t , news , cu r r en t a f f a i r s and sport content and video messaging

USB Stick:The Voda fone Mob i l e Connec t 3G USB S t i ck l e t me work from anywhere with real-time access to information, and no installation hassles. I just plug it into my laptop and get connected to the Internet and my company server. And all at speeds that are faster than my traditional dial-up connection! That’s not all – the Vodafone Mobile Connect 3G USB Stick also gives you 3G Broadband speeds while roaming abroad

Mobile ApplicationsApps on GPRS/SMS/CSDWirelessMonitoring/TrackingEnterprise SMS4. Voice SolutionsDigital GatewaysAnalog FCTsMobility Voice Vodafone’s CRM Vision and MissionVisionTo enrich our customer's lives through the unique power of mobile communication

Mission “Passion” Passion for CustomersOur customers have chosen to trust us. In return, we must strive to anticipate and understand their needs and delight them with our service. We value our customers above everything else and aspire to make their lives richer, more    fulfilled and more connected. We must always listen and respond to each of our customers. We will strive to delight our customers, anticipating their needs and deliveringPassion for our PeopleOutstanding people working together make Vodafone exceptionally successful. We seek to attract, develop, reward and retain outstanding individuals. We believe in empowerment and personal accountability. We enjoy what we do. We believe in the power of our teams.

Passion for Results We are action-oriented and driven by a desire to be the best. We are committed to be the best in all we do. We all play our part in delivering results    We seek speed, flexibility and efficiency in all we do.Passion for the World around UsWe will help people of the world to have fuller lives – both through the services we provide and through the impact we have on the world around us. We recognize the responsibilities that accompany the growth we have achieved. We will be a force for good in the world. A spirit of partnership and mutual respect is critical in all our activities. Cus tomer s a r e more demand ing t han eve r be fo re . I nc r ea sed cho i ce and access to more information on alternatives make it harder than ever before t o w i n n e w c u s t o m e r s a n d r e t a i n e x i s t i n g c l i e n t s i n t h e f a c e o f s t i f f   competition. Customer  Relationship Management  (CRM)  is  all  about  understanding people: what makes them talk to you, what makes them buy from you, what p roduc t s and s e rv i ce s t hey a r e mos t l i ke ly t o be

i n t e r e s t ed i n , and wha t m a k e s t h e m c o m e b a c k t o b u y f r o m y o u a g a i n a n d a g a i n . T o s a t i s f y customers and achieve commercial success, organizations need to collect, o rgan i ze and sha re a l l t he i n fo rma t ion t hey have abou t t he i r cu s tomer s throughout their business in a consistent, efficient way.

Benefits• Intuitive user interface that works the way your people do• Flexibility to support your unique business processesMarketing– o b t a i n a c l e a r e r v i e w o f c u s t o m e r s , m a k e m o r e i n f o r m e d investments, automate campaign management and increase  campaign success Sales–  Sales  force  automation,  more  informed  real-time  lead  and opportunity management, shorter sales cycle, close more businessDatasheetFlexible solutions that work the way you do for guaranteed success

Service– call centre and field service management, job scheduling, service reporting and analysis

  Mobile access– i n s t an t a cce s s t o cus tomer and ac t i v i t y da t a , i nc r ea se productivity and efficiency, deliver more value to customers and improve win rates. Recognizing that different solutions address different levels of organizational complexity,  Vodafone  usesOracle  Siebel  CRM  and  Microsoft Dynamics™ CRMto o f f e r t he r i gh t so lu t i on t o mee t t he needs o f eve ry client, driving measurable improvements in business processes, enabling closer relationships with customers and supporting the achievement of new levels of profitability

Tools used by the orgOracle Named “CRM”- Oracle CRM Microsoft® Dynamics™ CRM. CRMis integrated with Vodafone’s billing system and switch [platform where the services are delivered to the customer being real-time]. CRM thus handles queries from the customer, complaints, requests which are been generated by the customers  EPOSElectronic point of sales: Gateway about point of sales software.Manage sales portfolio.

BSCS Billing System and Customer Support: the billing system of Vodafone which is been rendered is been integrated with EPOS so that the field agent does have a clear view of the product portfolio and billing system of the client at the same time.

Microsoft® Dynamics™ CRM:Vodafone needed to develop are liable, easy-to-use sales channel to streamline orders sent to its sales staff from a large network of independent agents. Being admission-critical part of the business, it needed to be implemented as quickly as possible. The company deployed Microsoft Dynamics® CRM to process the daily flow of orders, check status, and gauge service levels and key performance indicators (KPIs). The system now processes more than 5,000 orders a month in a secure environmentCONCEPTUAL CRM FRAMEWORK FOLLOWED BY ENTERPRISE TEAM 1. Customer Retention:Vodafone’s Enterprise Team has strategy for customer retention named “Win Back Customer” Thus they divide the retention customers into two categories i.e. Voluntary and Non- VoluntaryVoluntary Customers are those who voluntary want to give up the services of an organization [Vodafone] thus a special team is been managed by the enterprise team where they do task such asTelephonic CallsOffering New Products to the customer or more customized solutions to them and offering them delightInstant resolving of issuesNetwork related issueInvoluntary Customers are those customer for which the organization tend to discontinue there services from their end.

2.Bonding for customer relationship:3. Closed Loop Campaign Management:Since this is a best form of CRM practice mentioned, like all organizations Vodafone also practice this CRM model that is taking example of launching Vodafone’s Zoo Zoo ad campaign.4. Event Based Marketing: Sales and marketing team has to act up on situations very quickly and efficiently because events occur time and again and to cash up on is a big task. E.g. Women safety is a big issue in Delhi, especially for working women employees thus Vodafone is in pact with various organizations providing services regarding women security named [WEBTRA]

CRM METRICS 1. Cases closed same day. 2. Number of cases handled by agent. 3. Number of service calls.4. Average time for resolution.5. Average number of service calls per day.6. Percentage of service renewals.7. Customer satisfaction level. (CLTV)8. Complaint time-to-resolution.9. Average number of service requests by type.10 . Pe rcen t age compl i ance w i th s e rv i ce - l eve l ag reemen t (SLA).11 . Revenue coming f rom Commerc i a l Pa r t ne r s . 12 . Compla in t s hand l i ng ( e -ma i l / l e t t e r ) . 1 3 . B r a n d i m a g e . 1 4 . C u s t o m e r C a t e g o r i z a t i o n .

ISSUES FACED POST IMPLEMENTATIONMonitoring how customers interact using various modules of CRM.Visibility of business transactions across India.Monitor Service Level Agreements.Maintenance and modification of CRM system.Inconsistent data flow sometimes.Change Management.Aligning CRM to Vodafone’s vision and growth objectives.Finding the right CRM managers in India.

VENDORS1.I T Department : Enhancing Network ConnectivityIBM: IBM has been expanding its footprint in India - and has a presence in over 200 cities and towns across the country - either directly or through its strong business partner network. IBM India has clearly established itself as one of the leaders in the Indian Information Technology (IT) Industry - and continues to transform itself to align with global markets and geographies to grow this leadership position. Widely recognized as an employer of choice, IBM holds numerous awards for its industry-leading employment practices and policies

Indus Towers:Indus Towers, headquartered at Gurgaon in the National Capital Region of Delhi, offers services to all telecom operators in the wireless space and other wireless service providers such as broadcasters and broadband service providers. “Customer Equality” is key goal for Indus and the management team will remain steadfast to its principles of neutrality and equality towards its customers. Indus Towers with a portfolio of more than 100,000 towers is already the largest tower company of the world, ensuring significant scale benefits for its customers by way of ‘speed to market’. It is undertaking rollout of new sites in the 16 telecom circles of Indy  Initially starting its operations in India, Indus Towers plans to seize opportunities arising from other parts of the globe

Oracle:Oracle provides the world’s most complete, open, and integrated business software and hardware systems, with more than370,000 customers including 100 of the Fortune 100 representing a variety of sizes and industries in more than 145 countries around the globe. Oracle's product strategy provides flexibility and choice to our customers across their IT infrastructure. Now, with

Sun server, storage, operating-system, and virtualization technology, Oracle is the only vendor able to offer a complete technology stack in which every layer is integrated to work together as a single system. In addition, Oracle's open architecture and multiple operating-system options gives our customers unmatched benefits from industry-leading products, including excellent system availability, scalability, energy efficiency, powerful performance, and low total cost of ownership2.Personal Relations (PR)Genesis BM: Genesis Burson –Marstellar,  Founded in 1992 as an independent firm, Genesis merged in 2005 into Burson-Marsteller, thegold standard in public relations, to become Genesis Burson-Marsteller.As India’s most trusted full service Public Relations and Public Affairs consulting firm, Genesis Burson-Marsteller has been recognized as the ‘India Consultancy of the Year 2008’ by the Holmes Report, the most respected publication in public relations worldwide.3.Value Added Services

On Mobile Global ltd : [Music and entertainment solutions]On Mobile [NSE: ONMOBILE] is one of the largest white-labeled Data and Value Added Services [VAS] companies for Mobile, Landline and Media Service Providers. OnMobile touches the lives of over 88 million users across 43 countries every month. OnMobile generates top line revenue of over 800 Million USD for over 92 customers globally. OnMobile offers a one-stop solution for all needs through an innovative array of products in M-commerce, entertainment, media portals & interactive television programming, mobile marketing, user-generated content & social networking, mobile utility, data & 3G, and information& network products. OnMobile’s products span all mobile access channels such as Voice, SMS, WAP, USSD, Video, On-Device Portal &Web

One97:One97 Communications Limited is India’s leading Mobile Value Added Service Company. One97’s Innovative  mobile  content, messaging,  commerce  services  and  made-to-order  network applications offer new revenue streams to telecom operators. Working c lo se ly w i th s e rv i ce p rov ide r s and en t e rp r i s e s , i t o f f e r s cus tomer lifecycle management  and  mobile  marketing  to  enhance  their p ro f i t ab i l i t y . Champion ing speed o f de l i ve ry , One97 t h r i ve s on i t s widely  deployed  telecom  applications service  platform  to  delivers c a l l ab l e , f l ex ib l e and cus tomized s e rv i ce s . Funded by In t e l Cap i t a l (Mauritius) Limited, SAIF and SVB India Capital Partners. One97 also invests and incubates new mobile technologies start-ups.

Handset Providers

RIM India Research In Motion (RIM) develops integrated hardware, software and services that support multiple wireless networks. RIM is best known for creating the BlackBerry® Smartphone and providing solutions  that  allow  seamless,  mobile  access to  time-sensitive i n fo rma t ion t h rough ema i l , phone , t ex t messages , t he In t e rne t and applications. The RIM portfolio of award-winning products is used by thousands of organizations around the worldImportant Market Priorities in the sector are:

The most important market priorities in the sector are network and network enhancements. Since  organizations  tend  to  keep  on  with  the  basic technologies in the sector they are in and thus for Vodafone [Enterprise]TowersDTS3G services

  Then comes the VAS [Value added services], since it is quite crucial for the cus tomer s fo r be t t e r s e rv i ce de l i ve ry . Va lue added s e rv i ce a s t he name sugges t s a r e t he s e rv i ce s wh ich enhance t he u se r expe r i ence . They t hus appreciate the value of the core product.Emerging Trends the company can capitalize on

3 G Services 3G stands for third generation wireless. It is based on an International Telecommunication Union (ITU) initiative for a single global wireless standard called International MobileTelecommunications-2000 (IMT-2000).It enhances the service experience such as multimedia, high speed mobile broadband, internet access with the ability to view video footage on your mobile handset. With a 3G phone and access to the Vodafone 3G network you can make video calls, watch live TV, access the high speed internet, receive emails and download music tracks, as well as the usual voice call and messaging services found on a mobile phone, like person to person video, live streaming, downloadable video of entertainment, news, current affairs and sport content and video messaging.MNP:A significant technical aspect of MNP (Mobile Number Portability) is related to the routing of calls or mobile messages (SMS, MMS) to a number once it has been ported. There are various flavors of call routing implementation across the globe but the international and European best practice is via the use of a central database (CDB) of ported numbers. Network operator makes copies of CDB and queries it to find out which network to send a call to

Youth Nation