CRM - Idea Cellular Ltd.
Telecom company with a huge subscriber base of 20 million was facing a difficulty in ensuring proper servicing to their premier High Net Worthy Individuals and SME (mid-size companies). They did not have enough human resources to manage this class of customers. This was leading to dissatisfaction and resulting into -
- Lower collections of billed amount
- Lower retentions
- Higher churning of subscribers
- Unresolved complaints to the satisfaction of the subscriber
Total Collectable Amount
Targets agreed mutually on important KPI
Solution – Team deployed
Collection Performance MoM
Target to keep Churn below 3%
Barring to be kept below 5%
Maintained Quality parameters
- App for RMs: This helped them to get real time information on visit plans and also gave TLs visibility and feedback of visits.
- Software for e-mail management: This enabled us to track and monitor the replies and their TAT. Also helped us to measure the performance of the agent.
- In-house Quality and Training: This helped us to ensure consistent knowledge and information across the team ensuring constant high level service.
- R & R: Kept the team highly motivated.