Customer care service of

Telenor

Presentation Topic:

Group MembersID # 16

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ID # 62

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Muhammad Suleman

Ibrahim ikhram

Muhammad Adil Bhatti

Tauqeer Ahmed

Norwegian Multinational Telecommunication company.

1 of World’s largest mobiletelecommunication company.

Owns network in 12 countries..

Operations in more than countries.

Introduction about Telenor Acquiring a license in April, 2004.

launched its services commercially in Karachi, Islamabad and

Rawalpindi on 15 March, 2005.

The official opening of Telenor Pakistan was held in

Islamabad with ex-President of Pakistan General Pervez

Musharraf as guest of honor.

It had a reported subscriber base of 26.7 million, and a

market share of 24% .

Quality Services

Call Centers

PRODUCTS

Telenor provide products of two types:

Prepaid

Postpaid

Prepaid packages are:

Telenor Talkshalk (Talk Shawk) A1

Telenor Talkshalk (Talk Shawk) Har Second

Telenor Talkshalk (Talk Shawk) Har Minute

Telenor Talkshalk (Talk Shawk) 30 Second

Djuice

Djuice Jagtay Raho

Postpaid Packages are:

Persona EASY

Persona SIMPLE

Persona FREE

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Major Competitor and market share

Parameters Mobilink Telenor

Product Life Cycle Maturity Growth

Market share % 37% 20%

Coverage 900 cities 1100 cities

Product Portfolio Jazz Octane,

Mobilink

Indigo, Ladies

First,

TalkShawk,

Telenor

Azadi, Djuice

Customer Base 17.2 million 3.6 million

Marketing Operations Excellent Good

Customer Care Division

The Customer Care Division is responsible for managing all

customer service touch points including the call center and our

sales & service centers located across the country.

Careers in Customer Care Division include areas such as

Customer Services, Sales & Service Center professionals, Service

Excellence, Insourcing, etc.

Customer Relationship Management

CRM System is the process to compile information

that increases understanding of how to manage an

organization’s relationships with customer

ADVANTAGES OF CRM

Growth in numbers of customers.

Long term profitability and sustainability.

Increased customer satisfaction, because they are

getting exactly what they want. Repeat purchasing.

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CUSTOMER LIFE CYCLE

Acquisition Strategy:

First one to bring the concept of "Mobile TV" in Pakistan.

Customized packages available for every market segment e.g.

Djuice for price conscious class, smart calls for routine users,

Telenor persona for upper middle and elite class.

The first one to provide free roaming facility during HAJJ

program.

First one to introduce Easy Paisa in 2009 (Money Transfer, bill

payment)

Acquisition Strategy (Cont’d):

They advertise by using Billboards, Fashion Magazines,

Banners, Newspapers, Internet, Banners, TV, Radio.

Through Smart Share, MCA, V.A.S. (Call block, Social Service,

Sports, Music, Internet, Religion, cell info display).

Convenience through Easy Load and distribution setup.

Retention Strategy:

Customer retention is the key to success and objective of any

organization. Quality has shown strong relationship with the customer

retention with the services. Other factors like customer services (care),

customer attraction and interaction and customer loyalty has also shown

relationship with the overall customer satisfaction.

CUSTOMER LIFE CYCLE

These are the strategies:

Welcome strategy:

Telenor often send messages when you avail few types of services.

For instance: Buying sms packages, Internet packages etc.

Responsiveness:

To show a good reaction.

For instance: When you have minimum balance, send messages by Telenor about

your balance.

Personalization:

Design or produce something to meet someone’s individual requirement.

For instance: Web self service which is related to your personal profile and

Djuice friend finder messenger.

Retention Strategy (Cont’d) :

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Access strategy:Online negotiation with the customers & identify needs and problems.

For instance: Websites

Priority Access:Best customers have special number or another channel to gain quick access to

the organization.

For instance: Postpaid

Reward Strategies:Something given in return for or got from work done, good behavior etc.

For instance: Free minutes on maximum calls.

Retention Strategy (Cont’d) :

If any customer has stopped using your product then giving them an

extra offer including the product to attract him to come back refers

to customer win back. Telenor has launched a push to target the

consumers who have been inactive in the last 3 months or so.

CUSTOMER LIFE CYCLE

Win back Strategies:

Win back Strategies (Cont’d) :

Identify who is about to terminate:

CCS can help & measure about customers activity through call, e-mail,

website. Through surveys you can analyze problems why customers are

leaving?

Establish who is about to terminate:Give offers to the customers like Telenor posted an unconditional

Rs.30 worth of balance for those who did not use Telenor connection

for a few months.

Conclusion and Recommendation

REFERENCES:

Management (9th edition)by Steven P. Robbins and Mary

Coulter

Telenor Broadcast Report - 2008-09 as on 11th of

February 2009

Interim Report January–December 2008

Corporate Responsibility Report 2008

Telenor Cantt Franchises

www. Telenor.com.pk

www.researchandmarkets.com/reports

www.telenor.com.pk