0601092 identifying the factors influencing deactivation
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A PROJECT REPORT ON
IDENTIFYING THE FACTORS INFLUENCING DEACTIVATION AND
CHURN OF CCB AND PTB CUSTOMERS OF TATA INDICOM SMART PCO
FOR
TATA INDICOM, PUNE
BY
MAHESH S. CHADHA
UNDER THE GUIDANCE OF
Dr. Mrs. V.H. GOTE
Sr. Prof. Vishwakarma Institute of Management (V.I.M.), Pune
For the Partial Fulfillment of the Requirement of Post Graduate Degree Program in
Masters in Business Administration (M.B.A.) (Pune University)
From Vishwakarma Institute of Management (V.I.M.), Pune
AY: - 2006-08
1
INDEX SR. NO. PAGE NO.
1. INTRODUCTION 1-2
2. STAGES OF DEACTIVATION AND CHURN 3-4
3. PRESENT STATUS OF TATA INDICOM SMART PCO IN PUNE
5
4. PROCEDURE OF ACTIVATION OF DEACTIVE LINE
6-7
5. OBJECTIVES OF PROJECT ASSIGNMENT 8
6. DISTRIBUTORS OF TATA INDICOM SMART PCO 9-10
7. DATA COLLECTION AND ANALYSIS 11-57
7(A). DATA COLLECTION AND ANALYSIS OF AMIJ TELESERVICES
12-18
7(B). DATA COLLECTION AND ANALYSIS OF ENDUPHONE, TRUE VALUE SHOPPEE
19-23
7(C). DATA COLLECTION AND ANALYSIS OF SRI SAI TELESERVICES
24-29
7(D). DATA COLLECTION AND ANALYSIS OF SARA ENTERPRISES
30-37
7(E). DATA COLLECTION AND ANALYSIS OF VIPUL ENTERPRISES
38-42
7(F). DATA COLLECTION AND ANALYSIS OF S.P. TELECOM
43-49
7(G). DATA COLLECTION AND ANALYSIS OF DURGA MATA TELECOM
50-57
8. IDENTIFYING THE FACTORS INFLUENCING DEACTIVATION AND CHURN
58
9. SUGGESTIONS FOR CONTROLLING DEACTIVATION AND CHURN
59
10. BIBLIOGRAPHY 60
2
Acknowledgement
It gives me immense pleasure to present this project on Identifying the factors
Influencing Deactivation and Churn of CCB and PTB Customers of Tata Indicom
Smart PCO for my MBA (Marketing) course from Vishwakarma Institute of
Management(V.I.M.).
I have completed my work under the guidance of Dr. Mrs. V.H. Gote, Sr.
Prof. Vishwakarma Institute of Management (V.I.M.).
I thank her for her immense co-operation.
I would also like to thank Mr. Prashant Kulkarni, Sr. Manager (Sales), Tata
Indicom, Pune, for guiding and supporting me for this project.
3
Acronyms:-
TTML: - Tata Teleservices Maharashtra Limited
RCV: - Recharge Voucher
CCB: - Coin Collection Box
PTB: - Public Telephony Booth
PCO: - Public Caller Office
BSNL: - Bharat Sanchar Nigam Limited
CCR: - Call Center Representative
DN: - Deactive Number
4
INTRODUCTION
TATA TELE SERVICES MAHARASHTRA LIMITED TTML, as it is
broadly called, is one of the major tele-service providing companies in Maharashtra.
Formerly it was known as Hughes Tele Services. Its head office is located in Worli,
Mumbai. The Pune office is located at Shivaji Nagar near District and Civil Courts,
Pune.
Tata Indicom, provides landline, mobile, broadband internet and various other
tele-services to its wide range of customers all over India.
The focus of this project is totally based on the Tata Indicom Smart PCO
Service that Tata Indicom provides. Tata Indicom Smart PCO Service provides
connection to PCO and STD phones commonly known as Coin Collection Boxes (CCB)
and Public Telephone Booth (PTB). Tata Indicom competes with BSNL and Reliance
as its major competitors in this regard. It claims to have captured 38% of Pune’s PCO &
STD market share and aims at capturing 50% of the Pune’s total PCO market share in the
coming years.
Tata Indicom provides unique Prepaid Recharge Voucher Cards (RCVs)
to recharge the account of its customers. The RCVs are provided by the sales executives
of all the various distributors of Tata Indicom Smart PCO all across Pune on door to door
basis. Tata Indicom has expanded its number of distributors all across Pune from 12 to
24 in the current year.
5
Recharge Voucher (RCV):-
A recharge voucher or an RCV is a card, each having a unique 14 digit number
which the customer needs to dial from his phone to recharge his account.
Following are different types of RCVs:
Phone RCV(Rs.)
Validity (Days) Talk Time (Rs.)
Total coins (Rs.)
CCB 551 30 490.91 792.00
CCB & PTB 771 50 687.00 1108.00
CCB & PTB 1102 30 981.00 1584.00
PTB 2500 40 2227.00 3592.00
CCB 100 Validity extended by 30 days
67.00 144.00
EXPLAINATION:
Consider a RCV of Rs. 551/-. This RCV is valid only for CCB. This RCV comes
with the validity of 30 days with the grace period of another 30 days. Customer gets talk
time of Rs. 490.91/- and a profit of Rs. 241/-, as total number of coins collected are Rs.
792/-. As the total talk time is Rs. 490.91/- per 96 seconds call costs him Rs. 1. Whereas,
when the caller makes the call using CCB, per 60 seconds call costs the caller Rs. 1/-.
Therefore, the owner of CCB i.e. customer of Tata Indicom gets a profit of 51 paise per
call made by the caller. Hence total profit per RCV is Rs. 241/- to the customer of Tata
Indicom Smart PCO.
6
STAGES OF DEACTIVATION AND CHURN:
This project assignment mainly focuses on identifying the gaps in RCV
distribution and controlling the stages of deactivation and churn.
Different stages ranging from Active stage right up to the stage of Churn is
explained with the help of a following example:-
Consider a customer who recharges his account by using a RCV of Rs. 551/- on
1st June 2007. Then
Stage1 Recharge on 1st June 2007
Validity
30 Days
Till 30th June 2007 }Active stage
Stage 2 Grace period from 1st July 2007
30 Days
Till 30th July 2007 }Grace Period
Stage 3 Deactive periodfrom 31st July 2007
30 Days
Till 30th August 2007 }Deactive
stage
Stage 4 Churnfrom 31st August 2007
}Churn stage
7
Active Stage
30 days i.e.
1st month of recharge
Grace Period
30 days i.e.
2nd month without recharge
Deactive Stage
30 days i.e.
3rd month without recharge
Churn
4th month onwards without recharge
The customer has to recharge his account at the most in the Grace Period to avoid
entering into the deactive stage.
During the Deactive Stage, the outgoing calls from the CCB/PTB deactive line are
blocked and any account balance remaining is terminated at this stage.
Churn is the last stage which comes after the deactive stage during which the number
of the line in this stage gets terminated. The customer has to hand over the line terminal
at this stage.
8
Present Status of Tata Indicom Smart PCO in Pune:-
During the past half year i.e. since January 2007, the number of customers
entering the deactive and churn stage has increased alarmingly. According to the figures
given by TTML, out of 18000 CCB and PTB customers, nearly 4000 have entered into
deactive and churn stage. I.e. nearly 25% customers have not recharged their account
even after grace period. This has resulted in decline in sale of RCVs by 10% from the
previous year.
Companies like BSNL and Reliance have also contributed in it by capturing Tata
customers in Pune.
To tackle this situation, TTML has decided not to terminate the lines of the customers
entered into churn stage from July 2007 i.e. all the customers whether in deactive stage or
in churn stage are eligible for activation of lines from July 2007.
9
Procedure for Activation of Deactive Lines:
The Tata Indicom Smart PCO mainly consists of two components:-
1) Coin Box i.e. the phone
2) Line Terminal which receives and transmits signals. The terminal is imported
from China based manufacturing Company LG Electronics Inc., This terminal is
called CDMA fixed Wireless Terminal.
While activating the deactive line, the phone wire must be connected to the terminal.
It must be seen that the terminal is properly charged; otherwise the call will not be
completed.
The activation procedure is as follows:-
1) Dial toll free number 9225521214 / 5 from the deactive line i.e. coin box. These
are Tata Indicom Customer Care Numbers.
2) The call is attended by Call Centre Representative (CCR). Request the person to
activate the line from which the call is made.
3) The Call Centre Representative will ask for the Deactive Number (DN) and the
name of the owner of the instrument. Correctly give the details asked.
4) The Call Centre Representative will then ask for the name of the salesman, his
contact number, the distributor’s name and his code number.
10
5) The Call Centre Representative will check for the details and then ask the caller to
give the serial number posted on top of the RCV, which must be loaded to
activate the line.
6) The Call Centre Representative will then give a complaint number which the sales
executive must give to the owner of the line. The owner contacts on this number
if his line is not activated within four hours from placing the request.
7) The call for request for activation is completed. The salesman after ten minutes
of making call can load the RCV to recharge the account.
Procedure for loading Recharge Voucher:
1) Scratch the silver strip on the RCV to reveal the 14 digit PIN number.
2) Dial 12526 (Toll free) from the coin box.
3) Listen to the instruction and enter PIN number as advised.
4) The account is recharged and the new credit balance and validity date information
is played back.
11
Objectives of Project assignment:-
The specific objective of this project assignment is ‘to identify the factors
affecting Deactivation and Churn of CCB and PTB Customers’ by analyzing the
problems or constraints of the customers and possibly solving them by activating the
lines which have entered into the above stages.
For this, feed back of 425 customers all around Pune was taken to analyze their
reasons and problems.
List of customers at various stages:-
TTML provides lists of customers entering different stages on day to day basis.
These lists are then delivered daily via internet on the respective distributor’s mail.
Following lists are provided to the distributors depending upon their area:
1) Customers going in grace.
2) Customers in grace.
3) Customers in inactive stage
4) Customer in deactive stage
5) Customers in churn.
These lists are then distributed to the sales executives depending upon the
respective areas covered by them. The sales executive’s target is to cover all the
customers under his area and take their feedback and try to activate maximum number of
lines possible.
12
Distributors of TATA INDICOM Smart PCO
TATA INDICOM Smart PCO distributors in Pune have increased from 12 in
2006 to 24 in 2007.
The Smart PCO distributorship was first given in Pune to AMIJ Teleservices.
Since 2001, the Smart PCO business in Pune has taken an upward direction which has
given the opportunity for new businessmen to take TATA INDICOM’s distributorship.
Following is the list of seven distributors across Pune in which the present project
assignment was undertaken:
1) Amij Teleservices
Address: 148, Kasba Peth, Near Lal Mahal, Shanivarwada, Pune- 411 028.
Area Covered by Distributor: All Peth Areas, Shanivarwada and Shanipar
2) Enduphone True Value Shoppe
Address: Karve Road near Dashbhuja Ganpati chowk, Pune-411 012.
Area Covered by Distributor: Karve Road, Karve Nagar, Erandwana, Null Stop And Kothrud
3) Sri Sai Tele Services
Address: Sinhgad Road, Manik Baaug, Near Malhar Hotel, Pune- 411 042
Area Covered by Distributor: Warje, Malwadi, Sinhagad Road, Anand Nagar, Hingane, Ramnagar, Wadgaon, Mahadev Nagar And Sun City
13
4) SARA Enterprises
Address: Shop No. 99, 2nd Floor, A Wing, KK Market, Dhankawadi, Pune – 411037
Area Covered by Distributor: Dhankawadi, Katraj, Bibewadi, Sahkarnagar, Padmavati, Balaji Nagar and Market Yard
5) Vipul Enterprises
Address: Aundh, D.P. Road, Near Spencers, Pune- 411 016
Area Covered by Distributor: Aundh, DP Road, Khadkee, Baner, Balewadi
6) S.P. Telecom
Address: Shop No.2, Mhada Complex, Gokhlenagar, Pune-14
Area Covered by Distributor: Gokhlenagar, Janawadi, Chaturshrungi, Ganesh Nagar, Senapati Bapat Road, Shivaji Nagar, Pashan Gaon, Sanjay Gandhi Vashat, Sutarwadi And Panchwati.
7) Durga Mata Telecom
Address: Opposite Garuda Hotel, Karve Road, Pune-411 012.
Area Covered by Distributor: Karve Road, Karve Nagar, Erandwana, Null Stop and Kothrud
14
Data Collection Methodology:-
The data regarding 425 customers of above seven distributors of deactive and
churn stage was collected. Following is the list of customers along with their DN number,
name, area, and their remarks in a tabular form.
The data collected for this project is Primary Data.
Methods:
The communication approach was Open Ended questioning, i.e. personal
interview of the customer.
Sample Size:
1) Convenience Sampling: No sampling technique was employed in arriving at a
sample size.
2) Customer sample size- 425
3) Distributor sample size- 7
It may be noted that the project was carried out in June-July 2007.
As mentioned earlier, the company’s policy regarding activation of lines of the
customers belonging to churn stage was modified in July 2007.
Hence, lines of churn customers which were requested to surrender until June
2007 are eligible for activation from July 2007.
15
Feedback of Customers
1) Name of Distributor: Amij Teleservices
Address: 148, Kasba Peth, Near Lal Mahal, Shanivarwaada, Pune-28. Area Covered by Distributor: All Peth Areas, Shanivarwada, Shanipar
Working Period: 4th – 9th June 2007.
Worked on: Deactive Stage.
Deactive Stage Customer List 1(Area: Shanivarwada & Budhwar Peth)
DN NO. Line Name Remarks
60200979 CCB Vinod Agarwal
Line Surrendered, Will take new connection
60201097 CCB Pradip Khandelwal
Shop permanently closed
60203298 CCB Champak Choudhry
Will surrender, Lack of co-ordination with sales executives
60200881 CCB Vinayak Savarkar
Will surrender, Loss in business
60200408 CCB Naresh Dhanaji
Will Activate, Money problem
69250863 PTB Sachin Gaikwad
Will activate later, no specific reason
69437204 CCB Abhay Agarwal
Fraud, Line shifted to another location
69401377 CCB Bapu Naik Will close shop, Wants to sell Coin Box
69417882 CCB Ravindra Randhir
Shop closed, Line shifted
69417535 CCB Jyoti Joshi Wants to activate, faulty CCB
69401851 CCB Mahendra Master
Will activate later, Money problem
69408948 CCB Vijay Barde Line Surrendered, Shifted to another service
69409791 CCB Ram Shinde Line Shifted
69437139 CCB Ramesh Patel Will Activate later, Lack of co-ordination with sales executives
69492245 CCB Prakash Kudale
Owner not Available, Line Shifted
16
69418083 CCB Savita Chippa Will Surrender, Shifted to new service
69492058 CCB Vishal Kudale Will Activate Later
69498505 CCB Sachin Gaikwad
Will Activate later, Not happy with distributor’s service
60201145 CCB Dilip Landhar Shop Shifted
60200502 CCB Sunil Nevarekar
Will Surrender, CCB sold
69250741 PTB Bipin Vora Faulty PTB, Not Repaired
69437329 CCB Atul Murkute Will Activate, Faulty CCB
69408780 CCB Dinesh Nanaware
Line Surrendered, Will take new connection
69417739 CCB Shashidhar Bhave
Line surrendered, No Active Business
69417843 CCB Balasaheb Shinde
Owner not available, No decision taken
69428156 CCB Suryakant Kapade
Hotel Closed
69437343 CCB Swati Vulathalkar
Will Surrender, Will take new connection
69427902 CCB Vinayak Baandare
Will Activate, Not Happy with distributor’s service
69499067 CCB Laxmikant Pandit
Will Activate, Personal problem
69400909 CCB Ankush Ghuge
Owner not available
69491534 CCB Girish Gilda Line Surrendered, Shifted to another service
17
Deactive Stage Customer List 2 (Area: Kasba Peth& Mangalwar Peth)
D.N. No. Line Name Remarks
60201498 CCB Malini B Waikar
Will Activate later, Wants better service
60200341 CCB Asha P Shewale
Activated, Personal problem
60201683 CCB Surekha A Salunke
Activated, Not happy with Distributor’s service
69250567 PTB Nandkishore H Mundhada
Line surrendered, No specific reason
69250667 PTB Premsukh R Rathi
Line surrendered, Not happy with service.
69429115 CCB Lalkhand P Unecha
Will Activate later. Business problem
69407688 CCB Satish E Bhimaram
Line shifted to another person.
69410099 CCB Janabai R Sable
Line surrendered. Money problem.
69417635 CCB Asha M Aganyan
Line shifted.
69418298 CCB Vijay D Ghume
Line surrendered.
69410098 CCB Janabai R Sable
Line surrendered. Money problem.
69447520 CCB Sandeep S Band
Line shifted.
69438670 CCB Deepak Vedpathar
Line shifted.
69417907 CCB Shaukat Chaudhary
Will activate later.
69428951 CCB Draupad Shingare
Owner not available.
60201444 CCB Parshuram Sakhari
Line shifted.
60201578 CCB Murlidhar Kamble
Will surrender. Money problem.
60200441 CCB Shahjahan Shaikh
Will surrender. Money problem.
60201541 CCB Mahila Bachat
Activated. Service was poor.
18
60200587 CCB Datta Kaulkarni
Line shifted.
60201865 CCB Amol Yewale
Line surrendered.
69250440 PTB Satish D Agarwal
Line surrendered.
69447158 CCB Samrat P Borkhude
Line shifted.
69488159 CCB Taramati B Kadam
Will activate. Not happy with sales executive service.
69400570 CCB Ramnarayan J Iyer
Will activate. Not happy with sales executive service.
69417205 CCB Shahid I Tamboli
Line surrendered.
69417483 CCB Ramnarayan J Iyer
Will activate later.
69417594 CCB Naresh P Chavan
Will activate later. Faulty instrument.
69428842 CCB Shahabuddin Line shifted.
69429053 CCB Samrat P Borkhude
Line shifted.
69417864 CCB Sampatrao S Konde
Owner not available.
69428848 CCB Shahabuddin Line shifted.
69478291 CCB Shyamsundar R Agarwal
Shop permanently closed.
69438742 CCB Deepa R Iyer
Will activate later. Not happy with sales executive service.
69417719 CCB Rupesh R Pardeshi
Will surrender. Shifted to new service.
19
Data Analysis of Amij Teleservices:-
Amij being the oldest distributor in Pune, covers large area and has nine salesmen, each
allotted specific area.
Feedback of Customers:-
0
20
40
60
Want toActivate
Want toSurrender
FraudCustomers
From the above sample size of 64 customers, it is observed that,
1) 20% customers want to activate out of which 5% lines of total data collected
have activated.
2) 55% customers want to surrender the line.
3) 25% customers have shifted their line to other person (Fraud customers).
20
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Amij Teleservices:
Distribution of RCVs on daily basis to customers is not difficult for Amij
Teleservices as it has nine sales executives covering the entire sales area under
consideration for distribution. But still following factors are responsible for customers
going in deactive stage:-
1) Coin Box or Line Terminal becomes faulty and is not repaired / replaced for a
long time.
2) Sales executives not attending the customers going in grace or in grace stage.
This is mainly due to the negligence of distributor to present these lists to the
sales executive.
3) Sales executive hesitant to work on these lists by making excuse of lack of time.
4) Sales executive insists on commission to work on these lists.
5) Other reasons such as:-
a) Line shifted by customer to new person (Fraud customer).
b) Money problem for customer to purchase RCVs regularly.
c) No active business of CCB/PTB of customer
d) Customer permanently closing his office/shop
21
Factors Affecting Deactivation and Churn for Amij Teleservices:-
Parameter Frequency Percentage
Faulty Instrument 6 10
Poor Distribution of RCVs 19 30
Line Shifted 16 25
Money Problem 10 16
Customer shifted to Another Service 6 11
Shop Permanently Closed 3 5
No Active Business of Customer 2 3
10%
30%
25%
16%
11%
5% 3%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to another Service
Shop Permanently Closed
No Active Business
22
Feedback of Customers
2) Name of Distributor: Enduphone True Value Shoppe
Address: Karve Road near Dashbhuja Ganpati chowk, Pune-411 012. Area Covered by Distributor: Karve Road, Karve Nagar, Erandwana, Null Stop and Kothrud
Working Period: 11th June to 14th June 2007.
Worked on: Deactive stage.
Deactive Stage Customer List (Area: Karve Road, Karve Nagar, Erandwana, Kothrud,)
DN NO. Line Name Remarks
60200607 CCB Hamidakhan Pathan
Line surrendered. Faulty instrument.
69401314 CCB Dyaneshwar D. Shinde
Will activate later. Not happy with service.
69408379 CCB Dyanoba Deshmukh
Will activate later. Money problem.
69418045 CCB Dinesh P Barve
Activated.
69401450 CCB Hanumant K Patil
Line surrendered. Faulty instrument.
69428954 CCB Hanumant Patil
Line surrendered. Shifted to new service.
60201361 CCB Anant G Khade
Activated.
69428010 CCB Jayawant Mahajan
Will activate later. Not happy with service.
60204701 CCB Sunita Khodke
Will activate later. Money problem.
69419326 CCB Santosh D Dhamale
Will surrender. Shop permanently closed.
69200113 CCB Jivaram D Choudhary
Will activate later. Not happy with service.
60205695 CCB Shivaji G Nimbalkar
Activated
60200984 CCB Prajakta Shere Shop closed. No active business.
23
69419217 CCB Amin I Shaikh
Will surrender. No active business.
69417405 CCB Shashikant D Mane
Line shifted to Mr. Sonkar who cheated owner who is physically handicapped.
60203037 CCB Bholanath R Sharma
Will surrender. Money problem
60202495 CCB Ravindra More
Will surrender. Not happy with service.
60205512 CCB Sandeep Kumbare
Activated
60200858 CCB Shirish Ekatpure
Will surrender. Not happy with service.
60205714 CCB Ratnakar Waghmare
Will activate later.
24
Data Analysis of Enduphone, True Value Shoppe:-
0
20
40
60
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 20 customers, it is observed that:-
1) 42% customers want to activate out of which 20% lines of total data collected
have activated.
2) 53% customers want to surrender the line
3) 5% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
25
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Enduphone, True Value Shoppe:-
1) Number of sales executives limited to three. Hence entire area of the distributor
cannot be regularly covered.
2) Customers changing to other service providers like BSNL and Reliance.
3) Customer unhappy with distributor’s service and sales executive’s service of
distribution of RCVs.
4) Lack of co-ordination between sales executives and customers.
5) Customer’s complaints not attended within stipulated time.
26
Factors Affecting Deactivation and Churn for Enduphone:
Parameter Frequency Percentage
Faulty Instrument 2 12
Poor Distribution of RCVs 5 30
Line Shifted 1 6
Money Problem 2 12
Customer shifted to Another Service 2 12
Shop Permanently Closed 2 12
No Active Business of Customer 3 16
12%
30%
6%12%
12%
12%
16%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
27
Feedback of Customers
3) Name of Distributor: Sri Sai Tele Services
Address: Sinhgad Road, Manik Baug, Near Malhar Hotel, Pune- 411 042 Area Covered by Distributor: Warje, Malwadi, Sinhagad Road, Anand Nagar, Hingane, Ramnagar, Wadgaon, Mahadev Nagar and Sun City Working Period: 15th – 21st June 2007. Worked on: Deactive Stage.
Deactive Stage Customer List 1(Area: Warje, Malwadi, Ramnagar)
DN NO. Line Name Remarks
60701795 CCB Sunil D Yenpure
Faulty Instrument(CCB), Wants to activate
69511441 CCB Santosh R Dangat
Activated
60700755 CCB Milind Tikone Will Surrender, Lack of business, Less customers
60700278 CCB Ganesh D Sonawane
Will Activate later, Money Problem
69709091 CCB Milind S. Tikone
Will Surrender, Lack of business, Less customers
69512549 CCB Laxdas N Joshi
Activated
60202083 CCB Genu S. Shinde
Activated
69512815 CCB Sandeep P Pachpute
Activated
69511989 CCB Pushpalata D. Ghodekar
Will Activate, Money problem
69510958 CCB Dungaram G. Meena
Wants to Activate, Lack of co-ordination with Distributor
60700893 CCB Narayanbhai H. Yadav
Shop Closed
69513098 CCB Sanjay S.Chandak
Line Shifted
60700726 CCB S. Parte Will Surrender, Shifting to new location
69512690 CCB Sanjay D Kadu
Will Activate, Money Problem
69511577 CCB Narayan Singh Rajput
Will Surrender, Not happy with sales executive’s service
28
Deactive Stage Customer List 2(Area: Sinhgad Road, Hingne)
DN NO. Line Name Remarks
69709140 CCB Nandkumar S. Surana
Will Surrender
60700955 CCB Chandrakant V. Walimbe
Will Surrender
60700713 CCB Shri Sai Entertainment
Line Surrendered
60700335 CCB Somnath B. Pawar
Will Surrender
69512357 CCB Prabharam J. Choudhary
Will Activate later, Not happy with Sales executive’s service
69512272 CCB Sudhir S. Joshi
Activated
60700836 CCB Bhawam Pasalkar
Will Surrender, Owner shifted
60701410 CCB Ramesh L. Korpade
Owner not available
60701279 CCB Jameer M. Shaikh
Will Activate Later, Money problem
60701973 CCB Pramila H. Buchade
Activated
60701378 CCB Sambhi T. Gosavi
Activated
60702023 CCB Himanshu R. Jagtap
Line Surrendered
69250701 CCB Sujata N. Shah
Will Activate Later, Owner not available
60701522 CCB Babolal A Chaudhary
Will Surrender, Faulty Instrument
69709072 CCB Sanjay P. Kolhe
Will Activate Later, Not happy with sales executive’s service
60702044 CCB Kalyani P. Jambholkar
Will Surrender, Shop permanently closed
60701095 CCB Bhau N. Varpe
Line Surrendered
29
Deactive Stage Customer List 3(Area: Anand Nagar, Hingne)
DN NO. Line Name Remarks
69700029 CCB Mohanlal Chaudhary
Will Activate, Less customers
69513258 CCB Dinesh Jori Activated
69511531 CCB Khataram Chaudhary
Terminal Stolen
69512491 CCB Suryakant Kamble
Will Activate, Faulty Instrument
69708324 CCB Naju Chaudhary
Line Surrendered, Will take new connection
69511750 CCB Yamuna Bagade
Line Surrendered, Will change to new service
69510746 CCB Bhagyesh Joshi
Line Surrendered, Not happy with Distributor,s service
69511952 CCB Devram Parmar
Will Surrender, Wants to close shop
69511581 CCB Pandurang Vyapari
Will Activate later, Money problem
69512686 CCB Sanjay Angre Will Surrender
60700988 CCB Sunil Ghadge Activated
69513188 CCB Jayshree Bhong
Will Activate Later, Shop was closed since two weeks
30
Data Analysis of Sri Sai Teleservices:-
0
20
40
60
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 45 customers, it is observed that:-
1) 40% customers want to activate out of which 14% lines of total data collected
have activated.
2) 58% customers want to surrender the line
3) 2% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
31
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Sri Sai Teleservices:-
Sri Sai Teleservices has seven sales executives, each being allotted specific area. But
still following factors are responsible for increasing rate of deactivation and churn
customers:-
1) Inability of sales executive to attend all his customers and in time.
2) Sales executive insists on commission to work on these lists as he explains lack of
time and interest as the reason.
3) Customer’s CCB/PTB or line terminal is faulty and is not repaired/replaced for a
long time in spite of making number of complaints.
4) Reasons such as:-
a) Shop permanently closed or shifted
b) Lack of business.
32
Factors Affecting Deactivation and Churn for Sri Sai Services:-
Parameter Frequency Percentage
Faulty Instrument 5 14
Poor Distribution of RCVs 7 19
Line Shifted 3 8
Money Problem 5 14
Customer shifted to Another Service 5 14
Shop Permanently Closed 5 14
No Active Business of Customer 3 8
Other Reasons 4 9
14%
19%
8%
14%
14%
14%
8%
9%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
Other Reasons
33
Feedback of Customers 4) Name of Distributor: SARA Enterprises Address: Shop No. 99, 2nd Floor, A Wing, KK Market, Dhankawadi, Pune – 411037 Area Covered by Distributor: Dhankawadi, Katraj, Bibewadi, Sahkarngar,
Padmavati, Balaji Nagar, Market Yard
Working Period: 25th June- 30th June 2007.
Worked on: Deactive and Churn Stage
Deactive Stage Customer List 1(Area:Katraj & Balaji Nagar)
DN NO. Line Name Remarks
69709558 CCB Rahul D Jadhav
Will surrender.
60701397 CCB Pukaram S Choudhary
Faulty instrument. Will surrender.
69510959 CCB Shailaja Pote Shop closed.
69512689 CCB Nitin R Nivgune
Will activate later. Not happy with service
69512825 CCB Mangilal R Sirvi
Wants to activate. Faulty instrument.
69511791 CCB Shantabaee G. Pote
Will activate later. Money problem.
60701052 CCB Prasanna M. Kadam
Line surrendered.
60701053 CCB Prasanna M. Kadam
Line surrendered.
60700164 CCB Vinod D. Giri Owner not available.
60701055 CCB Prasanna M. Kadam
Line surrendered.
60701404 CCB Ahmedalii Yazdi
Will surrender. Shifting to new service.
60701051 CCB Prasanna M. Kadam
Line surrendered.
60701329 CCB Deepak G. More
Owner not available.
34
60700298 CCB Ramesh K Chavan Will activate later. Not happy with service.
60701772 CCB Ashish D Jadhav Line surrendered.
69511993 CCB Kanhaiyalal C Lal Will activate later. Money problem.
69700079 CCB Hemlata A Jadhav Will activate later. Owner was out of station.
60701605 CCB Mandar S Deshpande
Will surrender. Not happy with service.
69508608 CCB Sajid R. Khan Will surrender. Faulty instrument.
60701706 CCB Tarachand R Luniya
Line shifted.
60701554 CCB Suryakant Y Salunke
Line shifted.
69513477 CCB Lakhan K Singh Line shifted.
69709567 CCB Priya C Kharat Will activate later.
60701545 CCB Pukhram S Choudhary
Will surrender. Shifted to new service.
60780365 CCB Tarachand Z Malu Will activate later. Money problem.
69599778 CCB Suresh A Shende Line shifted.
60700791 CCB Punit Mehta Will surrender. Not happy with service.
69250464 CCB Anil L. Mamane Will activate later.
69511798 CCB Santosh V Pasalkar Will activate later.
69700024 CCB Mohanlal Sirvi Will activate later.
69250598 CCB Lakharam P. Choudhary
Activated.
69700037 CCB Satish S. Konde Will surrender.
69513704 CCB Sunil B Wadkar Will surrender.
60701693 CCB Dilip D. Rathod Line shifted.
60700790 CCB Sakharam Nimhan Owner not available.
60701247 CCB Amit K Gangar Will surrender.
69596877 CCB Balasheb B Chavan Will activate later.
35
Deactive Stage Customer List 2(Area: Marketyard & Gultekdi)
DN NO. Line Name Remarks
60200518 CCB Ramesh K Malviya
Wants to Activate, CCB problem
60204198 CCB Abhimanyu S Diwane
Line Surrendered
60205084 CCB Anwar A Haranur
Will Surrender, Will Take new connection
69419444 CCB Santosh R Suradkar
Wants to Activate, No Money
69408131 CCB Suhas B Dange Will Activate Later69401065 CCB Mukund P
KadamWill Activate Later
69492277 CCB Raghyram K Rai Will Surrender & take new connection60203069 CCB Vasant S Shetty Line Surrendered, Not happy with Sales executive’s
service60204662 CCB Ananta B Mankar Will Surrender, No active business
60204519 CCB Sandip D Waydande
Wants to activate, Money problem
60205144 CCB Deeparam M. Chaudhary
Will surrender, not happy with service
60203036 CCB Vijay C Salve Activated
69409543 CCB Latika A Bhujbal Wants to activate, money problem
69429728 CCB Pramod P Agrwal Will surrender, faulty instrument
69401740 CCB Pramod H Chuttar
Will activate later
69417362 CCB Jasraj K Choudhary
Will surrender
69401122 CCB Aitappa S Shetty Will activate later
60204708 CCB Farook R. Shaikh Will activate later
69408573 CCB Prahant M. Sharma
Will activate later
69418849 CCB Krishna M. Shetty
Line surrendered
60200533 CCB Mangilal G. Prajapati
Will activate later
69417372 CCB Popatrao R. Ranaware
Line surrendered
60205137 CCB Jitesh B. Lodha Line surrendered
69408191 CCB Aitappa S. Shetty Line surrendered
36
Churn Stage Customer List (Area: Marketyard, Gultekdi & Kaatraj)
DN NO. Line Name Remarks
60203993 CCB Rajendra E.Takawale
Activated
69401740 CCB Pramod H. Chuttar
Will take new connection
69418961 CCB Sadiq R. Mujawar
Will surrender
69498856 CCB Manoj S. Awale
Will surrender
69405666 CCB Kamal S. Gaikwad
Line surrendered
60200149 CCB Vijay G. Bora Line shifted60204662 CCB A B Mankar Will surrender69408929 CCB Ramesh K
RathiWill surrender
69417065 CCB Samruddin Shaikh
Activated
60701025 CCB Naeem Shaikh
Activated
69700024 CCB Mohanlal Sirvi
Shop closed
60701772 CCB Ashish D. Jadhav
Line surrendered
60780832 CCB DnyaneshwarP. Thopte
Will surrender, no space for CCB in new shop
60701053 CCB Prasanna M. Kadam
Line surrendered
69513545 CCB Shekhar S. Pardeshi
Line surrendered, faulty instrument
60700164 CCB Vinod D. Giri Owner not available69510959 CCB Shailaja M.
PoteShop closed
60701820 CCB Sachin P Karanjkar
Activated
60700298 CCB Ramesh K Chavan
Shop closed
69709567 CCB Priya C. Kharat
Will activate later
37
60701052 CCB Prasanna M. Kadam
Line surrendered
60701055 CCB Prasanna M. Kadam
Line surrendered
60701051 CCB Prasanna M. Kadam
Line surrendered
69513477 CCB Lakhan K. Singh
Line shifted
69709558 PTB Rahul D. Jadhav
Line surrendered, no space for PTB in new shop
60701404 CCB Ahmedalii Yazdi
Line surrendered
60702059 CCB Bajirao P. Wable
Shop closed
60701329 CCB Deepak G. More
Shop closed
38
Data Analysis of Sara Enterprises:-
0
20
40
60
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 89 customers, is observed that:-
1) 33% customers want to activate out of which 8% lines of total data collected have
activated.
2) 56% customers want to surrender the line
3)11% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
39
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Sara Enterprises:-
Sara Enterprises has seven sales executives, each being allotted specific area. But still
following factors are responsible for increasing rate of deactivation and churn
customers:-
1) Sales executives explain lack of time to attend all customers.
2) Sales executives sincerely insist on commission to work on these lists to reduce
the number of customers entering deactive stage.
3) Sales executives not working on going in grace and in grace customers.
4) Other reasons such as:-
a) Faulty Instrument (CCB/PTB or Line Terminal).
b) Fraud Customer
c) Shop shifted or permanently closed.
40
Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 11 14
Poor Distribution of RCVs 24 30
Line Shifted 8 10
Money Problem 11 14
Customer shifted to Another Service 11 14
Shop Permanently Closed 7 8
No Active Business of Customer 8 10
14%
30%
10%
14%
14%
8%
10%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
41
Feedback of Customers
5) Name of Distributor: Vipul Enterprises Address: Aundh, D.P. Road, Near Spencers, Pune- 411 016 Area Covered by Distributor: Aundh, DP Road, Khadkee, Baner, Balewadi
Working Period: 2nd July to 5th July 2007.
Worked on: Deactive Stage.
Deactive Stage Customer List 1(Area: Warje, Malwadi, Ramnagar)
DN NO. Line Name Remarks
69400822 CCB Dilip Walke Activated.
60200944 CCB Milind S. Kamble
Owner not available
69401842 CCB Vikas Y. Kirti Shop permanently closed.
69429190 CCB Kundabala Y Kumbhar
Shop permanently closed.
69487397 CCB Ramchand H. Sachdeo
Will activate later. Not happy with service.
60200086 CCB Balu A Shendge
Will activate later. Not happy with service.
69408960 CCB Ramesh B Mundada
Will activate later. Not happy with service.
69405674 CCB Lakshmi V Karle
Will surrender. Shifted to new service.
60203690 CCB Vijay R Nagdev
Activated.
69498653 CCB Chogaram Parihar
Activated
69414012 CCB Suvarnn S Mutha
Activated
69401674 CCB Avinash D Kamble
Activated
69200051 CCB Sandeep M. Kirve
Will activate later. Not happy with service.
69414014 CCB Suvarnn S Mutha
Will activate later. Not happy with service.
42
69492230 CCB Kamlakar P. Aswale
Activated
60202924 CCB Rajesh More Will activate later. Not happy with service.60201585 CCB Krishna M.
KalapureActivated.
69498955 CCB Chanakya S Mavinkurve
Will activate later
60201409 CCB Manik M. Birla
Line shifted
60205120 CCB Sachin S. Jaiswal
Will surrender
69443779 CCB Kanahyalal P. Chaudhry
Will surrender
69408449 CCB Ajay G. Chaudhary
Will activate. Faulty instrument.
69200180 CCB Dhayaneshwar D. Harpude
Will activate later
69405751 CCB Dagadu T Wagh
Will activate later
60201737 CCB Narsil K Akul Will surrender69418620 CCB Sandeep S
KaduskarWill Surrender
69200021 CCB Ritesh Shah Line surrendered60202925 CCB Rajesh More Will activate later69498363 CCB Chandrakant
S. ChaudharyWill surrender
60205121 CCB Sachin S Jaiswal
Activated
60204390 CCB Vishwas K Shinde
Will surrender.
69200191 CCB Ramchandra H Sachdeo
Will activate later
60201627 CCB Jayshree D. Kadam
Owner not available
60200371 CCB Jayshree D. Kadam
Owner not available
60204323 CCB Dinesh N Dabi
Will surrender
69418458 CCB Kishor N Dabi CCB
Terminal stolen
69447307 CCB Kishor N Dabi
Terminal stolen
43
Data Analysis of Vipul Enterprises:-
0
20
40
60
80
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 40 customers, it is observed that:-
1) 72% customers want to activate out of which 20% of total data collected have
activated.
2) 20% customers want to surrender the line
3) 8% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
44
Major Factors Responsible for Customers going in Deactive and Churn
Stage under Vipul Enterprises:-
1) Vipul Enterprises is a new distributor of this area. Distributorship was handed
over in May 2007. Hence lack of market knowledge.
2) Distributor has only two sales executives.
3) Lack of time to attend all customers in different stages.
4) Lack of co-ordination between distributor and customers.
5) Customers changing to other service providers.
6) Lack of marketing skills in new sales executives
45
Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 5 15
Poor Distribution of RCVs 12 40
Line Shifted 3 8
Money Problem 4 12
Customer shifted to Another Service 5 15
Shop Permanently Closed 2 6
No Active Business of Customer 1 4
15%
40%
8%
12%
15%
6%4%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
46
Feedback of Customers
6) Name of Distributor: S.P. Telecom, Address: Shop No.2, Mhada Complex, Gokhlenagar, Pune-14 Area Covered by Distributor: Gokhlenagar, Janawadi, Chaturshrungi, Ganesh Nagar, Senapati Bapat Road, Shivaji Nagar, Pashan Gaon, Sanjay Gandhi Vashat, Sutarwadi, Panchwati.
Working Period: 9th July to 14th July 2007
Worked on: Deactive stage.
Deactive Stage Customer List (Area: Pashan Gaon, Sanjay Gandhi Vashat, Sutarwadi, Panchwati)
DN NO. Line Name Remarks
60205874 CCB Shilam A Reddy
Will surrender. Not happy with service.
60203438 CCB Tukaram Parkhe
Not available
60206115 CCB Chandrakant V Landke
Fraud. Owner shifted.
60201282 CCB Umesh B Nimhan
Incomplete data (Not found)
69428395 CCB Sohanlal J Dewasi
Will surrender. Not happy with service.
69427330 CCB Rajni B Dhamane
Will activate later. Not happy with service.
6901675 CCB Laxmi G Rathod
Will surrender. Not happy with service.
69520389 CCB Mina Giri Gosavi
Will surrender. Not happy with service.
60201281 CCB Hanumant Khetawat
Owner not available
69408830 CCB Rajendra Bhapkar
Owner not available
69409949 CCB Mandlik A Lahanu
Owner cheated
64730173 CCB Gauri Takawale
Will surrender. Not happy with service.
69409477 CCB Ashok Mandlik
Line surrendered. Owner cheated by relative.
60206025 CCB Vijay Dagade Will surrender. Money problem.
47
69251368 CCB Abhijit Kadam
Will activate later. Not happy with Distributor’s service
69418598 CCB Kostubh Jagtap
Faulty instrument. Will Activate Later
69447901 CCB Shashikala Kale
Owner not available
69417292 CCB Delhi Kitchen Activated
60202007 CCB Deeparam Choudhary
Owner not available.
69468537 CCB Shankarchara Bhati
Will Activate Later
60201128 CCB Chaya Unecha
Will Surrender, Faulty Instrument
60202619 CCB Leela Dhotre Activated69488371 CCB Ashok L
MandlikOwner cheated by relative.
69488350 CCB Walmiki Dhanawat
Will Activate Later
69488270 CCB Sunil S Mungale
Will Activate Later
69488172 CCB Bharat K Parkhe
Owner not available.
69478673 CCB Jayshree V Dhimate
Will Activate Later
69478230 CCB Mohammad H Kasam
Owner not available.
69477957 CCB Chinaapa G Nandgavi
Will Activate Later
69468871 CCB Sachin B Pawar
Will surrender
69468870 CCB Sachin B Pawar
Will surrender. Faulty Instrument.
69468869 CCB Sanjay Y Patil Activated
48
Deactive Stage Customer List 2(Area:Senapati Bapat Road, Chaturshrungi, Janawadi, Shivaji Nagar)
DN NO. Line Name Remarks
69498958 CCB Rajendra R Phadtare
Will surrender. Not happy with distributor’s service.
69498957 CCB Rajendra R Phadtare
Will surrender. Not happy with distributor’s service.
69498956 CCB Rajendra R Phadtare
Will surrender. Not happy with distributor’s service.
69498934 CCB Dinkar R Wankhede
Activated
6948932 CCB Manasi S Doeefode
Activated
6948931 CCB Shayamrao S. Aadagale
Will Activate Later. Money problem
69498696 CCB Girish B Vayas
Will Activate Later. Money problem
69498582 CCB Suresh H Parkhe
Will Activate Later. Not happy with service.
6948581 CCB Shivaji D Chakankar
Will Activate Later. Money problem.
6948569 CCB Tukaram K Parkhe
Line surrendered. Shifted to new service.
69498350 CCB Nilesh K Pashankar
Will surrender. Faulty Instrument.
69498284 CCB Dattaray B Gawali
Will Activate Later. Faulty Instrument.
69498141 CCB Raju O Budan Will Activate Later. Not happy with service.6948103 CCB Hemlata A
ShejaleLine shifted
6948083 CCB Kalyanrao B Parhar
Line surrendered. Not happy with service.
69498015 CCB Nilam H Dulera
Will surrender.
69498012 CCB Manish D Bhujbal
Will Activate Later. Money problem.
69497625 CCB Namdeo Biradar
Will Activate Later. Not happy with distributor’s service.
69497306 CCB Harakchand c Gundecha
Will Activate Later. Lack of faith in new sales executive.
69497236 CCB Sunil V Salunke
Will Activate Later. Not happy with service.
49
69492368 CCB Urmila S Jamadangi
Will surrender. No active business.
69492360 CCB Girish Vyas Will surrender. Not happy with service.
69492359 CCB Rajendra Nimhan
Will Activate Later. Not happy with service
69492357 CCB Laxmi S Shingare
Line surrendered. Shifted to new service.
69492356 CCB Laxmi S Shingare
Line surrendered. Shifted to new service.
69492348 CCB Madhav K Shendkar
Will Activate Later. Not happy with service
69492330 CCB Sudam G Borade
Owner not available
69492308 CCB Dilip Ghavate Will Activate Later. 69488713 CCB Vivek Kadam Line shifted69251368 CCB Abhijit
KadamWill activate later. Not happy with Distributor’s service
69418598 CCB Kostubh Jagtap
Faulty instrument. Will Activate Later
69447901 CCB Shashikala Kale
Owner not available
69417292 CCB Delhi Kitchen Activated
60202007 CCB Deeparam Choudhary
Owner not available.
69468537 CCB Shankarchara Bhati
Will Activate Later. Not happy with service
60201128 CCB Chaya Unecha
Will Surrender, Faulty Instrument
60202619 CCB Leela Dhotre Activated
69488627 CCB Shribhagwan Agarwal
Activated
50
Data Analysis of SP Telecom:-
0
10
20
30
40
50
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 70 customers, it is observed that:-
1) 46% customers want to activate out of which 11% lines of total data collected
have activated.
2) 48% customers want to surrender the line
3) 6% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
51
Major Factors Responsible for Customers going in Deactive and Churn
Stage under SP Telecom:-
1) SP Telecom as Vipul is a new distributor. Distributorship was handed over in
May 2007. Hence lack of market information.
2) SP Telecom has only three sales executives who are relatively new to this field.
3) Lack of co-ordination between distributor and customers.
4) Customers do not have faith in new sales executives.
5) Customer’s complaints not heard for a sufficiently long time.
6) Customers changing to other service providers.
7) Lack of marketing skills in new sales executives.
52
Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 8 12
Poor Distribution of RCVs 28 45
Line Shifted 5 8
Money Problem 6 10
Customer shifted to Another Service 9 15
Shop Permanently Closed 4 7
No Active Business of Customer 2 3
12%
45%
8%
10%
15%
7%3%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
53
Feedback of Customers
7) Name of Distributor: Durga Mata Telecom Address: Opposite Garuda Hotel, Karve Road, Pune-411 012. Area Covered by Distributor: Karve Road, Karve Nagar, Erandwana, Null Stop, And Kothrud
Working Period: 16th July to 27th July 2007.
Worked on: Deactive & Churn Stage
Deactive Stage Customer List (Area: Karve Road, Karve Nagar, Erandwana, Kothrud, Warje Jakat Naka)
DN NO. Line Name Remarks
60205492 CCB Dattatray B Shinde
Line surrendered
60702085 CCB Shaileja V Pagaria
Owner not available
60205695 CCB Shivaji G Nimbalkar
Will surrender
60205578 CCB Maruti B Kudle
Shop closed
69448623 CCB Mohmad Hussain
Will activate later
60204799 CCB Nilesh S Dedhdia
Will surrender
69419537 CCB Sulochana A Mohol
Will activate later
60204549 CCB Nitin D Bhigavankar
Will surrender
60204547 CCB Amrutlal C Kanojiya
Will surrender
69417405 CCB Shashikant D Mane
Owner cheated by tenant. Line shifted.
69488752 CCB Ashwini R Ghorpade
Will surrender and take new connection.
60200327 CCB Pranay V Patil Shop closed.
60204127 CCB Bhawesh Kumar B
Will surrender
69448453 CCB Vithal B Jamdade
Will activate later
54
69405708 CCB Pradip R Bhalwankar
Will activate later
69499152 CCB Ravi B Kokate
Will activate later
69520233 CCB Manoj R. Ingavale
Will activate later
69418322 CCB Gorakh Y Nawale
Will activate later
60202784 CCB Medha Chadda
Will activate later
60701661 CCB Vilas D Chawan
Owner not available
69437331 CCB Ravindra S Kadam
Will activate later. Faulty instrument.
69400893 CCB Ashwani R Ghorpade
Will surrender and take new connection.
69417188 CCB Rajesh R. Jagtap
Will surrender
60203612 CCB Shubhangi S Naik
Will surrender
60203387 CCB Rajendra A Kshirsagar
Will surrender
60204297 CCB Chandrashekar S Bhale
Will surrender
69409758 CCB Kailash P Girgosavi
Will surrender
69407977 CCB Madanlal T Songal
Will activate later.
69418594 CCB Prakash V Yadav
Will activate later
69491716 CCB Sachin S Gaikwad
Shop closed.
69438138 CCB Jayant Rahurikar
Shop closed.
69429948 CCB Jaydeep A Date
Shop closed.
69400560 CCB Prasad B Nikam
Will activate later
60201714 CCB Ramesh G Narag
Will activate later
69250983 CCB Sachin U Dhoot
Shop closed.
60202495 CCB Ravindra More
Will surrender
55
60202107 CCB Sharam K Phatak
Will surrender
60203284 CCB Manoj J Choudhary
Shop closed
69409757 CCB Vivek D Pawar
Shop closed
69251484 PTB Anand Vadnere
Will activate later
60204240 CCB Aparna S Kulkarni
Shop closed
69408231 CCB Somnath V Khopde
Owner not available
69447901 CCB Shashikala S Kale
Owner not available
60200194 CCB Rajesh V Kandhare
Will activate later
69492025 CCB Dhanjay J Zore
Will activate later
60202847 CCB Shilpa Samant Will activate later
69418472 CCB Srikant Tank
Shop closed
60201297 CCB Shobha B Rode
Owner not available.
69492099 CCB Ravindra R Shah
Will activate later
60203154 CCB Atul Bhalekar Will activate later
69512088 CCB Satish Mane Will activate later
69251475 CCB Ashwin B Lodha
Will activate later
69418928 CCB Santosh D Kushe
Will surrender
60204144 CCB Milind R Ekbote
Will activate later
60201948 CCB Usha S Marodia
Will activate later
60200402 CCB Nijaguni B Waghmare
Shop closed
69487416 CCB Shrikant H Deshmukh
Owner not available
69428954 CCB Hanumat K Patil
Will activate later
56
69437574 CCB K N Shetty Will surrender
60701350 CCB Nalin L Polekar
Will activate later. Faulty instrument
69418430 CCB Mangesh K Keraranji
Will surrender
69408379 CCB Dnyanoba A Deshmukh
Will surrender
60203519 CCB Vikas Gen Stores
Shop closed
69448929 CCB Babulal B Prajapati
Will surrender
69730020 CCB Manoj R Ingawale
Will surrender
69401450 CCB Hanumant K Patil
Will activate later
69428775 CCB Mahesh Kharade
Will activate later
69405801 CCB Dinesh B Barate
Line surrendered
69513643 CCB Ravindra B Mule
Shop closed
69448643 CCB Rajesh G Mutha
Line shifted
69700096 CCB Ranjana S Saboo
Will activate later
69405212 CCB Shankar P Jadhav
Will surrender
60202166 CCB Vishwanath D Deshmukh
Will activate later
60701617 CCB Vilas B Nalawade
Will surrender
69491655 CCB Shubhangi S Naik
Will surrender
69407964 CCB Hiralal S Kumavat
Will activate later
69250475 CCB Nayan V Mahadik
Line surrendered
69418955 CCB Shubhangi S Naik
Will activate later
69508204 CCB Mukund P Wayal
Will activate later
57
Churn Stage Customer List 2
(Area: Karve Road, Karve Nagar, Erandwana, Kothrud, Warje Jakat Naka)
DN NO. Line Name Remarks
60206516 CCB Kuber H Shaha
Owner not available.
60206636 CCB Nilesh Mate Will activate later. Money problem.
60205897 CCB Jaganath Dalvi
Activated.
60206378 CCB Anuradha Pachkude
Will surrender. Shop given on rent.
60200751 CCB Prashant Jakka
Shop closed.
69200192 CCB Bhanudas Padwal
Shop closed.
60205443 CCB Karunakaran Shetty
Activated.
60205492 CCB Dattaray Shinde
Line surrendered.
60206342 CCB Santosh Bam Shop closed.
69200295 CCB Mahaveer Katrela
Shop closed.
69401059 CCB Tukaram Prajapati
Owner not available.
60205295 CCB Santosh Ranwade
Line shifted.
60702311 CCB Ganga Super Market
Faulty terminal will replace.
60206236 CCB Balkrishna Adsul
Activated.
60205914 CCB Ramchandra Chakravar
Shop closed.
58
Data Analysis of Durga Mata Telecom:-
0
10
20
30
40
50
Want toActivate
Want toSurrender
OtherReasons
From the above sample size of 89 customers, it is observed that:-
1) 44% customers want to activate out of which 4% lines of total data collected have
activated.
2) 50% customers want to surrender the line
3) 6% of feedback contains other reasons such as customer i.e. owner not available,
shop being closed, fraud customer, etc.
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Major Factors Responsible for Customers going in Deactive and Churn
Stage under Durga Mata Telecom:-
1) Due to unsatisfactory performance of Enduphone (the distributor belonging to this
area), its distributorship was cancelled and handed over to Durga Mata Telecom
in June 2006.
2) Being new distributor, Durga Mata Telecom has only three sales executives.
3) Lack of faith of customers in new sales executives.
4) Lack of co-ordination between distributor and customers.
5) Lack of marketing skills in new sales executives.
6) Customers changing to other service providers.
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Factors Affecting Deactivation and Churn for Sara Enterprises:-
Parameter Frequency Percentage
Faulty Instrument 8 10
Poor Distribution of RCVs 47 55
Line Shifted 4 5
Money Problem 4 5
Customer shifted to Another Service 13 15
Shop Permanently Closed 7 8
No Active Business of Customer 2 2
10%
55%
5%
5%
15%
8%2%
Faulty Instrument
Poor Distribution of RCVS
Line Shifted
Money Problem
Customer Shifted to Another Service
Shop Permenantly Closed
No Active Business
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FACTORS INFLUENCING DEACTIVATION AND CHURN:
From the analysis of feedback of customers of the above seven distributors this
project has covered, following factors were found as the main reasons for increasing
rate of deactivation and churn.
These factors are described as uncontrollable and controllable factors.
Uncontrollable Factors
1) Customer closing down his office or shop
2) Customer shifting to new location and discontinuing the service
3) Customer being cheated by friend/tenant of the shop regarding ownership of CCB
/ PTB line.
4) Line terminal misplaced or stolen.
5) Fraud customer i.e. line shifted to other place or person who doesn’t recharge the
account.
6) Customer i.e. owner of CCB / PTB willing to surrender due to lack of business in
his area.
Controllable Factors
1) Poor physical distribution of RCVs.
2) Lack of marketing skills by sales executives or new distributor.
3) Less number of sales executives per distributor.
4) Non willingness of sales executives to work on deactivation and churn.
5) Lack of faith shown by the customer in new sales executives and new distributor.
6) Lack of coordination between new distributor and customer.
7) Customer instrument (either CCB or Terminal) is faulty and is not repaired /
replaced.
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SUGGESTIONS FOR CONTROLLINGDEACTIVATION AND CHURN:
1) Increase the number of sales executives per distributor especially new distributors
for regular distribution of RCVs to all the customers under the distributors.
2) Start commission system for sales executives in order to activate more
connections.
Or
Charge a certain minimum amount from customers as activation charge which
may be directly given as commission to the sales executive activating the line.
3) Make regular calls to the customers entering the grace period stage in order to
recharge their account within prescribed period.
4) Give discount (any small amount) to the customer for recharging the line within
ten days of recharging the previous account.
5) Increase in advertising campaign by distributors, specially new distributors in the
following way:
Supplying free CCB covers having the details of the distributor printed on
it to the customers taking new connection.
Issuing free pamphlets to all the customers of the new distributor’s area.
Presenting innovative schemes to the customer in order to enhance sale of
RCVs.
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BIBLIOGRAPHY
I) References:
1) Marketing Management
Third Edition, Tata Mcgraw Hill Production
(Author: Rajan Saxena)
II) web-site:
www.tataindicom.com
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