Services 2010 and Beyond : The Vodafone Story

Rajshekhar Metgud
Vodafone Essar
Agenda

We are...About Vodafone

Indian Telecom

At Vodafone

Future of Communications
 We are.About Vodafone

Zoo zoos : 1 million fans in

Facebook
Vodafone Journey
Vodafone India Journey
Agenda

We are...About Vodafone

Indian Telecom

At Vodafone

Future of Communications
India is a country of contrasts
Huge Income Divides
High levels of illiteracy

Coexisting with one of the worlds largest graduate pool

Lack of Infrastructure and Markets

And some of the most knowledge intensive corporates

Low penetration of medical services

And some of the best medical facilities in Asia

Yet, consumption is the common
thread
Large youth segments, that are brand conscious
and tech savvy
Who are consuming luxuries
And every one spending to improve quality of life
 Indian Telecom Customer through time

1995 2000 2005 2010

From Class Mass
 Mobile Customer is evolving
1995 2000 2005 2010

VOICE USER SMS USERs MOBILE INTERNET

Intensely Competitive Market

Most circles having more than 6 operators

Agenda

We are...About Vodafone

Indian Telecom

At Vodafone

Future of Communications
Lets meet Inviting customers for discussion

Insight into customer expectations

Strengthen relationship
Spread word of mouth

Building ambassadors
Capturing voice of rural customers Aao Milen

Rural customer engagement

model
Showcase products and services
To extend service reach

Consumers who generate opinion

Happy to Help Customer Day

THE CONCEPT

Leadership team meeting customers

Resolve customer issues
Gain an insight into customer expectations

THE CUSTOMER EXPERIENCE

Feels important since he is chosen among

many
Freely interacts on his issues
Delight due to instant resolutions
Vodafone Tales : Honoring our Service Champions..

A platform to share a great customer experience

Even employees of partners are also part of the

program

Outstanding experience is rewarded in front of all

employees

Inspiration to all employees to deliver customer delight

Excellence is an art won by training and habituation

Agenda

We are...About Vodafone

Indian Telecom

At Vodafone

Future of Communications
Technology is evolving every day

What is the Shift

Information in Instant information

books

Travelling Video Conferencing

Large devices Compact devices

Super Markets Direct Access

High cost Free medium of

communication communication
Current Challenges

Customerunderstanding
Customer understanding

CustomerReach
Customer reach

CustomerEducation
Customer Education

Shorter reaction time, are the processes

Shorter reaction time, are the processes ready?
ready?

Availabilityofof
Availability right
right andand relevant
relevant content
content

Ruralpopulation
Rural population in local
in local language
language
Future of Mobile
Communications