0601002 Survey of Corporate Customers for Various Telecom Products & Services

A

PROJECT REPORT

ON

“SURVEY OF CORPORATE CUSTOMERS FOR

VARIOUS TELECOM PRODUCTS & SERVICES”

FOR

RELIANCE COMMUNICATION LTD.

BY

ADITYA CHOBE

GUIDED BY

Prof. SMITA SOVANI

Submitted to

"University of Pune"

In partial fulfillment of the requirement for the award of the degree

of Master of Business Administration (MBA)

Through

Vishwakarma Institute of Management

Pune-48.

ACKNOWLEDGEMENT

Any accomplished work is not possible without the help of others and this

work is not different. Many people helped me to complete my training and prepare its

training report successfully. I am thankful to all of them.

First of all I am very grateful and thankful to Reliance Communication Ltd

who allowed me to undergo training in their company.

I am very thankful to my project guide Mr. Rajesh Wani (Manager

Corporate Sales) under whose guidance I completed my project successfully and

without whose help it would have been very difficult for me to complete the project. I

would like to extend my heartful gratitude to Mr. Rahul Chaure (Head Corporate

Wireless) whose cooperation and contribution was truly unparallel. Further more I

would like to acknowledge the efforts made by all the people at Reliance, Pune to

complete this project successfully.

I also take the opportunity to thank our Director Dr. S. L. Joshi for his

valuable advice, suggestions and guidance. This project would have never been

possible without the guidance and timely help of my project guide Prof. Mrs.Smita

Sovani (Staff in-charge) for which I would be indebted to her. I would also like to

thank all faculty members of Vishwakarma Institute of Management for their advice

and guidance.

I would also like to thank all the respondents who gave some of their valuable

time to me.

Finally I would like to thank my family members and my friends for their

valuable inputs.

CERTIFICATE

TO WHOM SO EVER IT MAY CONCERN

This is to certify that ADITYA CHOBE is a bonafide student of VISHWAKARMA

INSTITUTE OF MANAGEMENT. He has successfully carried out his summer

project titled “SURVEY OF CORPORATE CUSTOMERS FOR VARIOUS

TELECOM PRODUCTS & SERVICES” AT RELIANCE COMMUNICATION

LTD, PUNE in the partial fulfillment of Master of Business Administration course of

University of Pune (2006 - 2008).

He has worked under our guidance and direction. His work is found to be good and

complete in all respect. During the period we found him hardworking, sincere and

loyal. We wish him all the best for future.

DR. SHARAD L. JOSHI PROF. SMITA SOVANI

(DIRECTOR) (PROJECT GUIDE)

NOMENCLATURE AND ABBREVIATIONS

ADAG - Anil Dhirubhai Ambani Group.

RIM - Reliance India Mobile.

CDMA - Coded Division Multiple Access.

GSM - Global System for Mobile Communications.

FWP -Fixed Wireless Phone.

FWT -Fixed Wireless Terminal.

CUG - Circle User Group.

CWG - Corporate Wireless Group.

CONTENTS

S.no Chapters Page no.

1. Executive Summary 1

2. Organizational Profile 3

3. Company Profile 6

4. Objectives and Scope 19

5. Research Methodology 21

6. Data Analysis 29

7. Observation and Findings 48

8. Recommendations 52

9. Conclusion 54

10. Limitations 55

11. Bibliography 56

12. Annexure 57

EXECUTIVE SUMMARY

Nowadays IT & Communication is become leading business. To grow this

business most of the leading company making their efforts in order to attract more

sophisticated, valuable customers. Reliance is one of the leading companies in these

competitions.

This project was carried out at Reliance Communication Ltd, Pune. The

Project title is “SURVEY OF CORPORATE CUSTOMERS FOR VARIOUS

TELECOM PRODUCTS & SERVICES”. The duration of the project was two

months from 1st June 2007 to 31st July 2007.

My project work was to find out what corporate customers think about the

Reliance as a brand. The basic objectives of the project were to find out Reliance

penetration as well as analyze & evaluate customer satisfaction level in corporate

sector from Pune city only. The project was especially for wireless products only

which include Postpaid Mobile, FWP, FWT, and Data Card & USB Modem. I

surveyed 300 corporate companies and report in detail prepared which is available

along with this. The scope of the project was restricted to Pune city only. I covered

areas like Viman Nagar, Kothrud, Karvenagar and Dhole Patil road.

The analysis of the project was carried out with respect to its competitors i.e.

Airtel, Tata Indicom, Idea, Hutch & Bsnl. Through this survey Reliance has collected

important information about companies which are ahead of the Reliance. My other

job was to generate leads from market as well as customers aware about new schemes

also. During survey I got useful suggestions & recommendation from Reliance & non

Reliance Corporate customers. By analyzing this entire detailed summary prepared &

submitted.

All the customers surprised & happy because Reliance representative has

approached to them for collecting their views about Reliance & other companies.

During survey I learned time management, discussions with top bosses of companies,

punctuality & commitment. All these things I found will be very much useful to me in

future. Customer expectation from service provider was one of the important things

learned by me.

ORGANIZATION PROFILE

Reliance – Anil Dhirubhai Ambani Group, an offshoot of the Reliance Group

founded by Shri Dhirubhai H Ambani (1932-2002), ranks among India’s top three

private sector business houses in terms of net worth. The group has business interests

that range from telecommunications (Reliance Communications Limited) to financial

services (Reliance Capital Ltd) and the generation and distribution of power (Reliance

Energy).

Reliance – ADA Group’s flagship company, Reliance Communications, is India's

largest private sector information and Communications Company, with over 30

million subscribers. It has established a pan-India, high-capacity, integrated (wireless

and wire line), convergent (voice, data and video) digital network, to offer services

spanning the entire infocomm value chain.

Other major group companies — Reliance Capital and Reliance Energy — are widely

acknowledged as the market leaders in their respective areas of operation.

The Reliance Group story is about how a small Rupees One crore entrepreneurial

venture grow to become a Rs. 60,000 crore enterprise in just 25 years. An

organization where growth is life; which is why today Reliance is among the top 10

petrochemical producers world wide.

It the largest private sector group in India accounting for 9% of the government’s

indirect Tax revenue, about 2.3% of countries experts.

The company that set up the world’s largest grassroots refinery at a manager in just 36

month at a cost 30-50% less than that of global undertaking the company that setup

the world’s largest grassroots multi-feed cracker complex.

The world’s second largest producer of polyester staple fiber and

polyester filament yarn.

The world’s largest share holder’s family of five millions.

Only Indian company in business week’s 94 listing of the 50 largest

companies from developing countries.

In the reckoning as India’s first private sector company to feature in

the global fortune 500.

Among the world’s top 500 companies by turnover, among world’s top

300 companies by net worth, among world’s top 225 companies by net

profits.

Its manta has been to combine the best technology, the best practices and most

importantly the best people, from over the world. This has enabled it to establish an

enviable track record of implementing global scale projects in record time’s and at 30-

50% Capital cost advantage compared to global peer group.

Over the year Reliance has developed and institutionalized certain core competencies:

relentless pursuit of focused growth, operational excellence, and technology

absorption and capital productivity. All its businesses bear these hallmarks. As it

foray into new customer facing businesses like Petroleum refining

‘Telecommunication and life science they are committed to building customer

intimacy skills in the same effervescent manner. At Reliance the mantra is ‘telescopic

visualization’ and ‘microscopic execution’.

COMPANY PROFILE

Reliance Communication (RIC) is India’s largest mobile service provider with

over 7 million customers. Reliance Communication has established a pan-India, high

capacity, integrated (wireless and wire line) and convergent (voice data and video)

digital network, to offer service spanning the entire communication value chain-

infrastructure, services for enterprises and individuals, application and consulting.

Reliance Communication has licenses to offer telecom services in 20 circles

under the unified access licenses. In addition, it has received the letter of intent for the

J&K circle. This has enabled RIC to offer services across the length and breadth of

India’s vast geography through its next generation fiber optic network backbone

spanning 60,000 route km. RIC is currently offering its wireless services in 1,100

towns and cities.

RIC commercially launched its services in May 2003 and within the first 7

month emerged as India’s largest mobile service operator. As of the end of March

2004, RIC had almost 7 million subscribers. Most of this was in the postpaid segment

as RIC launched its pre-paid services only in February 2004. Within this period

Reliance India mobile brand emerged as the most trusted telecom brand emerged as

the most trusted telecom brand in the country.

RIC also offered for the first time in India high-speed mobile data services

though it’s R-world mobile portal. This portal leverages the high-speed data capability

of the next generation CDMA IX network. It providers 70 applications such as news,

astrology, T.V. guides, movie clips etc. and 35 games and logs more than 1 billion hit

a month.

RIC is aggressively expanding the reach of its network in order to reach more

subscribers by extending its services to cover an additional 3,800 towns. It is

estimated that the mobile market in India will grow to 140 million subscribers by FY

2008. RIC expects to retain market leadership in this segment.

The second phase of the communication project will usher a Broadband

revolution by providing 100 mbps Ethernet links to its corporate customers. This

revolution will empower the enterprise by making transactions efficient, functions

seamless and new economic opportunities abundant. The enterprises broadband

service is in the process of being rolled out in 30 towns and would then be extended to

cover 200 towns in phases. The services planned include POTS (Plain Old Telephone

Lines) ,Leased lines, International Private Leased Circuits, Virtual Private Network,

Video phone, Audio and Video Conferencing, among others.

RIC will also launch a consumer convergence revolution by providing high

speed Ethernet links to homes. This revolution, called “Net way”, will provide homes

with a range of television channels, high-speed telephony, audio conferencing, video

conferencing, video on demand, Juke box, time shifted TV, T-Commerce, and

surveillance services. All content and interfaces will be enabled to cater to India’s

diverse languages. These services would be accessed thorough a set top box

connected to a TV or a PC. In January 2004, Reliance Communication (RIC)

acquired 100% of the undersea cable company, FLAG Telecom for US$ 211 million

through Reliance Gateway Net Limited, a wholly owned subsidiary of RIC.This

acquisition provider RIC with an international gateway to global markets. The FLAG

acquisition also makes RIC the only Indian Operator to own an international undersea

cable network with a truly global footprint.

Key people

Anil Ambani, Chairman and Managing Director

Satish Seth, Vice-Chairman Reliance-ADA Group

S. P. Shukla, CEO - Personal Business & Director - Reliance Telecom

Headquarter

Navi Mumbai, Maharashtra India

Revenue

US$ 4 Billion

Employees

33,000

MILESTONES

The Dream, 1999

"Make a phone call cheaper than a postcard and you will usher in a revolutionary

transformation in the lives of millions of Indians" - Dhirubhai Ambani

May 10 2000

Optic fiber laying process commences in Gujarat, Andhra Pradesh & Maharashtra

December 24

Establishes 1st Point of Interconnect (POI) in New Delhi

December 27

Hon'ble Prime Minister of India, Atal Behari Vajpayee e-inaugurates Reliance

Infocomm

2006

January 01

Reliance Infocomm launches "One Nation, One Tariff" to enable Reliance India

Mobile prepaid users to call anywhere in India at Re one per minute.

January 19

Reliance Demerger adds record Rs.55, 000 Crore to shareholder wealth

March 06

Reliance Communications Ventures Ltd. (RCVL), India's leading integrated

telecommunications company, a member of the Reliance - Anil Dhirubhai Ambani

group, lists on the Bombay Stock Exchange and National Stock Exchange.

April 27

Reliance Communications launches India’s first Talking Message Service (TMS)

enabling its mobile users to send voice messages to not only other mobiles but also

fixed wireless phones (FWP) and landlines.

July 03

Reliance Communications launches 'Hello Capital Plan' to enable its subscribers in 19

state capitals to call each other at the local call rate of 40 paisa per minute.

December 28

Reliance Communications’ FLAG Telecom announces FLAG Next Gen to cover 60

countries

2007

January 30

Reliance joins Lenovo and Intel for "Internet on the Move"

February 2

Reliance Communications’ market capitalization tops Rs 1 lakh crore ( 1 trillion

rupees or 24.39 billion US dollars) on Bombay Stock Exchange

April 6

Reliance Communications acquires 1.2 million subscribers in March 2007.

May 9

RCOM bags West Bengal E-Governance Project

May 10

Reliance sets a new record, one million Classic handsets sold in just one week

June 28

Reliance Communications ties up with Cisco to launch Business Internet Services for

SMEs in Pune

July 7

RCOM and QUALCOMM Collaborate on CDMA2000 Expansion

July 12

Reliance Communications awards Huawei all IP Next-Gen network expansion

contracts

PRODUCT PROFILE

There are five products in Reliance Communication like

Mobile in postpaid

Fixed wire less phone

Fixed wire less terminal

Data card

USB modem.

(1) Mobile in postpaid connection-

In this corporate plans are launched. Here we start from Plan Rs124 to Rs499.The

main plans are-

RIM NJP 124 NJ199SME INDIAONE299 INDIAONE399

Monthly Rent 124 125 299 399

Other charges 0 0 0 0

Total monthly charges 149 125 299 399

Free TT on/off net nil Nil nil Nil

CUG charges 50 Nil 50 50

Intra circle in CUG

CUG FWP

Other than CUG

TO landline

0

0.5

0.5

1

0

0.4

0.5

1

0

0.4

0.4

1

0

0.4

0.4

1

Inter circle calls

Other Mobile

To landline

2.5

2

2.49

2.49

1

1

1

0.4

SMS:

Local 1 1 1 1

National 2 2 2 2

International 3 5 3 3

Roaming:Intracircle 1.40 1.40 1.40 1.40

Intercircle Outgoing 2.40 2.40 2.40 2.40

Incoming 1.75 1.75 1.75 1.75

(2)Fixed wire less phone-

Reliance Communications presents the Reliance Fixed Wireless Phone (FWP), a

feature-rich, wire-free phone. A marvel of CDMA2000 (1X) technology, it is far

superior to the ordinary landline. Since it is wireless, the connection remains

unaffected by cable cuts, rains or similar other problems. It is extremely secure and

cannot be tapped by unauthorized persons. The in-built modem lets you access the

Internet at speeds up to 115 kbps. Go ahead, get your connection today!

 More savings:

 Abundant free calls and attractive call charges to Reliance Mobile and other WLL

(M) phones.

 Effective zero rentals:

 Value of free calls almost equivalent to monthly plan charges

 Free voice mail facility:

 Get voice mail facility absolutely free. Pay for retrieving your messages at local call

rates

 Free call management features:

 Free CLI, call conference, call wait, call divert facilities

 Internet access:

 Reliance Net connect usage charges as per the Reliance Net connect tariff plan.

(3)Fixed wireless terminal-

Superior to the ordinary landline

Presenting Reliance Fixed Wireless Terminal (FWT), a marvel of CDMA2000 (1X)

technology. It gives a connection which is far superior to the ordinary landline. This

wireless telephone connection can be deployed for PBX (board lines) / KTS / cordless

phone / parallel connections. What's more, being wireless, your connection remains

unaffected by cable cuts, rains or other similar problems. Go ahead, get your

connection today.

More savings:

Abundant free calls and attractive call charges to Reliance Mobile and other WLL

(M) phones.

Effective zero rentals:

Value of free calls almost equivalent to monthly plan charges.

Free voice mail facility:

 Get voice mail facility absolutely free. Pay for retrieving your messages at local call

rates.

Free call management features:

 Free CLI, call conference, call wait, call divert facilities.

(4)Data card-

Leveraging our pan-India high speed CDMA2000 1x wireless network, Reliance

Communications offers the country’s foremost wireless Internet connectivity through

R Connect nationwide. Reliance Net connect is India’s fastest growing Internet

connectivity service which touched a user base of over 350,000 subscribers in less

than seven months since its launch.

Features -

Uninterrupted high-speed wireless Internet connectivity, across 10000 towns,

3 lakh villages and growing.

Better surfing speeds, with download speeds up to 144 kbps.

High download speed of heavy email attachments

One-time installation of the dial-up software without the need to change the

dial-up configuration.

Hassle-free connection

o Connect instantly (No line busy / waiting tone)

o Easy to remember username / password (your phone / card number)

The plan advantage

The tariff is inclusive of all charges (the ISP charge as well as the Telecom

connectivity charge).

No need for an external or internal modem.

No need for an ISP account.

No need for a separate landline connection.

One free e-mail account (with a 10 MB mailbox) and 2 MB of web space 

A choice of prepaid and postpaid options to suit your usage needs

Use of data cards to make voice calls and send SMS

Plan for data card which is wire less and it can connect to anywhere. Its

speed is 146 kbps. It has two types; one is time based plan and second is database

plan. It is used in laptop.

Time Based Plan Data Based Plan

Plan Name Swift

40

Freedom

@Nite

Swift

72

Swift

100

SWIFT

180

Free-

dom

Free

plus

Plat-

inum

Monthly

Charges

400 400 650 900 1500 650 900 1500

Peak(6-22.00) 20hrs 0.6/m 36hrs 50hrs 90hrs 1GB 1.5GB Un-

limited

Off-peak(22-

6.00)

20hrs Unlimited 36hrs 50hrs 90hrs 1GB 1.5GB Un-

limited

Additional

data usage

0.60/

m

NA 0.60/m 0.60/m 0.60/m Rs2/

MB

Rs2/

MB

NA

.

(5) USB Modem-

USB Modem is the same as Data card .Both are having the same Plan. The

nuance difference is only Data card is used by Laptop & USB Modem is used by

both laptop and computers.

Everything is the same except the name.

S.W.O.T ANALYSIS

STRENGTH:

Globally known brand.

Innovativeness is done by the company by providing new schemes.

Bringing in the latest technology in the market i.e. C.D.M.A (Coded Division

Multiple Access).

JAVA enabled set which can be upgraded in future.

Excellent work force.

Very strong financial position.

Strong corporate image.

Trying to integrate all Telecom services.

Largest retail presence in the market place.

WEAKNESS:

First direct customer integration.

Primary focus area is maximum coverage through it gives importance to

providing good service but superficially.

Poor retail experience.

Many hidden policies.

It has grown from a few people to 28000 in the last 12-18 months and most of

them have not worked with each other. Building a cohesive organization takes

time.

OPPORTUNITY:

Vast untapped market

60,000 km optic fiber network.

Out 18Telecom circle in India Reliance has license for operation in 18 circles.

Better source of revenue, having a well established industry in India.

Increasing communication needs of individuals especially corporate sector.

High advertisement can create a demand for the Reliance.

Building more trust and faith though its good will

THREATS:

The negative publicity by its competitors.

New competitors coming with more attractive plans.

Well established competitors.

Limited availability of handsets.

Negligence in terms of service will deteriorate its position in market.

OBJECTIVES

The objectives of the project are divided into two:

1. Primary Objective

2. Secondary Objective

PRIMARY OBJECTIVE

“To find out Reliance penetration in corporate market.”

SECONDARY OBJECTIVE

1. To analyze & evaluate Satisfaction of Corporate Customers towards Reliance.

2. Competitors Analysis.

3. Market awareness about Reliance Wireless Services.

4. New opportunities in this market.

5. Problems related to this service.

SCOPE

There are very large no of customers of Reliance spread over various areas. I

Studied market in Pune city & conducted survey in some areas.

Locations:

Kothrud.

Karvenagar.

Dhole patil road

Viman Nagar.

The customers from various offices, industries were interviewed.

I surveyed 300 customers.

Project include

Only Wireless services provided by Reliance.

Only Postpaid corporate customers were interviewed.

RESEARCH METHODOLOGY

A research design is the arrangement of condition for collection and analysis of

data in a manner that aims to combine the relevance to the research purpose with

economy in procedure. Research design is the important because it facilitates the

smooth sailing of various research operations, thereby making research as

efficient as possible yielding maximum information with minimal expenditure of

minimum time, effort, money.

The research design chosen for the project was DESCRIPTIVE RESEARCH

DESCRIPTIVE RESEARCH studies are that studies that are concerned with

describing the characteristic of a particular individual, or of a group. In descriptive

the researcher must be able to define clearly, what he wants to measure and must

find adequate methods of measuring it along with a clear cut definition of

population he wants to study. The research design must make enough provisions

for protection against bias and must maximize reliability, with due concern for the

economical completion of the research study.

Approach Summary

Step 1 Initiation of the project

Step 2 Study Design

Step 3 Survey

Step 4 Data Analysis

Step 5 Recommendations

STEP 1

Understanding the organization.

Understanding the scope of the project.

Formulation of plans to address the study objectives.

Studying product related details offered by Reliance & other competitors on

Secondary data from Reliance.

STEP 2

Designing of the sample from existing data base

Collective preparation for interview & questionnaire.

Preparing the data analysis plan including data base structure.

STEP 3

Collection of data by conducting the interviews (primary data)

Collection of secondary data from BEL

STEP 4

Area wise analysis & competitors mapping.

Analysis based on product/aesthetics type.

Analysis based on pricing.

STEP 5

Suggesting guidelines for improvement.

Presentation of findings.

The entire project was carried out for more than 2 months

62 days.

INFORMATION NEEDED

To understand the product & service offering by Reliance.

To assess the customer/dealer perception about the quality of Reliance

products and competitors.

To receive the suggestions from the customers/dealers for value addition.

To make use of the valuable information given by customer for offering them

various attractive schemes.

To trace the overall customers/dealers as well as competitor profile.

SOURCES OF DATA:

I have done the project by taking both the Primary and Secondary data.

Primary data:

The data which I have collected from different corporate and SMEs

through questionnaires

Secondary data:

The data which is given by the company and I also searched the data

through the area wise telephone directory and field search. The data is all about

regarding the address and contact numbers of the corporate and SMEs.

QUESTIONNAIRE PREPARATION:

RESEARCH INSTRUMENT:

I used questionnaire as research instrument to collect the requisite information

for the research. Questionnaire method was chosen because of its versatile.

Almost every market problems involves people. Therefore ideas relative to people and

its solution can be obtained by asking them about their problems.

This type has the advantage that the respondents do not know exactly what is being

measured and hence are not biased their answer to some extent. My research design

made it necessary for me to collect accurate data to achieve useful result. For this

reason I have decided to use primary source of data as well as secondary data

DESIGNING OF QUESTIONNAIRE:

Questionnaires are designed according to project requirement and company

need. So while designing the questionnaire we have to include both awareness about

the company’s product and the competitors. But my main objective was to create the

awareness of the company’s product and to generate the leads for the company, so

that questionnaire was designed according to gather data and find out the prospective

corporate and SMEs.

SAMPLING

Target population

Entire corporate and SMEs in Pune

Sampling frame

The corporate & SMEs having more then 10 employees.

Sampling method:

Probability sampling

SAMPLE PLAN:

A proper sampling plan is very important in the research process and it also

makes the research process easy. It includes the sampling element, sample size and

sample area.

a) SAMPLE ELEMENT:

It includes those respondents who are going to fill up and answer the

questionnaire.

b) SAMPLE SIZE:

I have worked on a sample size of more than 300 numbers including all the

corporate and SMEs.

c) SAMPLE AREA:

The company had given me the instruction to visit all corporate and SMEs

mostly the corporate (having employees more then 10). My main task was to collect

the business related information from the corporate and to generate the leads for the

company and to create awareness about new plans provided by the company for

wireless services.

My area: Pune (Kothrud, Karveroad, Dholepatil road, Viman nagar)

Tools used for data presentation

---- Pie charts

----Bar charts

CONTACT METHOD:

Personal as well as telephonic interview methods were used.

Personal Interview : A person known as interviewer asks question in face to

face contact to the other person.

Telephonic Interview : This method of collecting information consists in

contacting respondents on telephone itself.

The chief merits of such a system are

It is more flexible than other methods.

It is faster than other methods.

It is cheaper than personal interview.

Recall is easy.

There is higher rate of response.

STATISTICAL TOOLS USED FOR DATA ANALYSIS:

For analyzing the data I used Correlation analysis: This was used to correlate

the complaints given by the dealers with the corresponding recommendations and

suggestions .Correlation testing between the dealers complaints and suggestions help

to decide whether I can infer any solution from dealer s suggestions to tackle their

complaints.

Area wise analysis of the share of Reliance competitors gives area wise share

of each competitor and Reliance Competitors respective areas.

TASK

10 DAYS 34 DAYS 7 DAYS 7 DAYS

INITIATION OF

PROJECT -----

STUDY DESIGN

-----

FIELD WORK

------

DATA ANALYSIS

-------

RECOMMENDATIONS

------

Data analysis

Company Owned Mobile connection:

Total no of Corporate Customers: 300

Area wise-

Top ten companies having Reliance Mobile Connection:

Universal construction Pvt Ltd.

Flair Network system.

Kleenair System Pvt ltd.

Vintage cards & Creation.

Quinolex Consultancy Ltd.

Weikfield Product Company.

Bajaj Alliance.

Shrikrushna Agroequipment.

Desai Eng.

Seed Infotech.

Observation & Findings:

Out of 300 corporate Reliance are having large number of customers.

Airtel got second position but airtel are having large number of connections.

Reliance captured most of the market from Viman Nagar & Karvenagar.

Due to cheapest handset & Cost effective plans Reliance is growing today.

Most of the connections are from Software & Service Industries.

Fixed Wireless Phone:

Total no of Corporate Customers: 300

Reliance is having 110 customers out of 300 corporate.

Tata is having 70 customers out of 300 corporate

Top ten companies having Reliance FWP Connection:

Golden Stable Outsource Service

Universal construction Pvt Ltd

Info Vision Information

Jones Lang Lasalle Meghraj

Regenesis

SNS Technology

Malaysia

Fresenius kabi Pvt ltd

Kothari cars Pvt Ltd

Shrikrushna Agroequipment

Observation & Findings:

Reliance & Tata are major operator having FWP connections.

Reliance is having large number of connections.

Reliance captured most of the market from Kothrud& Karvenagar.

Due to cheapest call rate Reliance is growing faster.

Now days Tata gives tough fight to Reliance by providing better plans.

Data Card

Total no of Corporate Customers: 300

Reliance is having 84 customers out of 300 corporate.

Tata is having 21 customers out of 300 corporate

Area wise:

Top ten companies having Reliance Data card Connection:

Vintage cards & Creation.

Quinolex Consultancy Ltd.

Fresenius kabi Pvt ltd.

AES Eng ltd.

SNS Technology.

Influx Multitrade Ltd.

Sansui Software Ltd.

House full International.

Software AG India ltd.

Jones Lang Lasalle Meghraj.

Observation & Findings:

Reliance captured most of the market for Data card.

Reliance have large no of customers as well as connections.

Most of the connections are from Software & Service Industries.

People prefer Data card while traveling.

Due to high prize people didn’t go for data card.

Issues with Existing Service Provider:

1. Billing

Billing No. out of 300 % out of 300

Reliance 90 30

Tata indicom 25 8.33

Airtel 30 10

Idea 18 6

Hutch 8 2.6

Bsnl 22 7.3

Billing Issues with reliance:

Large number of Reliance customers faced problem for Billing.

Delivery problem.

Bill paid but again included in next bill.

Customer paid bill by SMS.

After paying bill also phone will be disconnected.

Sometimes problems in amount (CUG, Miss Call, SMS).

Customer Care:

Customer Care Issues with reliance:

Customer Care No out of 300. % out of 300

Reliance 50 16.6

Tata indicom 13 4.3

Airtel 8 2.6

Idea 4 1.33

Hutch 1 0.33

Bsnl 17 5.66

Most of the complaint came from Viman nagar.

No problem solving quickly by Reliance Web world.

No response for *333.

No proper coordination between employees.

Reliance Web world employees didn’t have perfect knowledge about product.

Higher authority can’t meet for problem solving.

Coverage Issues:

Coverage Issues with reliance:

Most of the complaint came from Viman nagar.

Main Pune city didn’t have coverage problem.

Hardware:

Coverage No. out of 300 % out of 300

Reliance 12 4

Tata indicom 8 2.66

Airtel 2 0.66

Idea 2 0.66

Hutch 1 0.3

Bsnl 6 2

Hardware Issues with reliance:

Customer faced problem for display of the screen.

Customer faced problem for handset hang.

Some customer faced problem for durability of handset.

Satisfaction level with existing service provider:

Rating: 1(least)-5(most)

Hardware No. Out of 300

% out of 300

Reliance 12 4

Tata Indicom 5 1.66

Overall rating given by 300 corporate

Observations & Findings:

About Products:

Mobile:

Due to cheapest handset & Cost effective plans Reliance is growing today.

For Postpaid there is no any Advertisement due to which people didn’t aware

about good schemes.

Postpaid is generally for corporate industries.

If Number is terminated then handset will be of no use.

Separate handset for Prepaid & Postpaid due to which large number customer

switched to other operator.

FWP:

Reliance is having separate handset for net.

Tata Provide only 1 handset of Rs 1150 with net facility due this lots of

customers from Nagar road was shifted to Tata.

Only Reliance to Reliance calling is cheapest others outgoing is high.

Only corporate plan is cost-effective.

Nowadays Bsnl gives tough fight by various plans.

Data card:

There is no Advertisement through TV, Paper, and Hoardings.

Due to this people didn’t aware about it.

Due to high prize people didn’t go for it.

Nowadays Prizes slashes but people didn’t know it.

Data card only use for laptops.

Nowadays prizes for laptops slashes due to which there is huge demand for

Data card.

About Office Network:

There is no proper coordination between others department.

Due to launching of Wimax everybody wants it & not gives so much interest

for Data card& USB.

Only one employee seat for CAF verification.

Same employee for delivery also.

Delivery boy gives only delivery but didn’t give Installation about product.

Sales Associates at least have knowledge about all products.

He /she must have knowledge about Installation.

Sales associate have some printed pamphlets about products.

Web world employees must be recruited by Reliance office only.

PROBLEMS FACED BY CUSTOMERS

Reliance Communication is one of the leading telecom service providers, but its

customer are still facing some of the problems that are hindering its growth and

smooth functioning. By directly communicating with the customer I found the

following problems faced by the customers.

These problems are:

Improper distribution of bills:

A large number of customer are facing billing related problems They have not been

receiving the bills for the last many months as a result of which the image of the

company is spoilt in the market.

Previous payment not reflected in the bills:

It has been noticed that the bills do not reflect the change to be made the payment as

desired due to which previous due are reflected in the bills even though the payments

are received.

Delayed rectification of bills:

Various changes like address rectification, previous dues waving the over drawn

change rectification of rate plans etc not rectified properly.

Incorrect rates plans shown:

In several bills wrong rate plans are shown due to improper filling customer

application forms, due to which the billing is not properly done.

Connectivity problem:

Many customers are facing connectivity problem. They feel that after going 50 to 60

km away from Pune into interiors of Maharastra the connectivity very poor.

The records are not updated:

The records are not updated as a result of which the subscribers do not receive the

required information immediately.

Delayed action taken by employees:

The employees do not take immediate action on the problem faced by the customer

as a result they have to bring to notice the problem again and again.

Customer care services :

The customers are not satisfied with the customer care service s provided to them.

RECOMMENDATIONS

The interpretation of data revealed certain factors and problem which would affect the

future growth of the company (as stated earlier).

Recommendation regarding to above found problem are as follows:

It is very important to rectify billing related problem with proper coordination,

and working.

The company should strive hard to keep its after sales services best as now the

customer have increased largely. They should live up their name in sales

services.

The Data base should be updated in such away that the customers receive the

required information immediately.

While filling up to the C.A.F. forms extra care should be taken and the

customer should be given detail information regarding the rate plan they are

going to use.

Use only one handset for prepaid & postpaid subscriber.

The customer should be made aware of the latest developments by issuing

pamphlets, broachers etc.

The subscribers problems should be solved as early as possible and he should

be assured that he will not be facing the problem in near future.

Sales Associates at least have knowledge about all products

Web world employees must be recruited by Reliance office only.

The company should improve its connectivity problem as early as possible

because of the stiff competition it is facing in the market.

The customer care services should be improved

The company should try to aggressive marketing by advertising its product

like FWP, FWT & Data card which has less market share as compared to

RIM.

Reliance launches many schemes which is good for the company but before

the implication of these schemes the new schemes is launched.

In order to improve the coverage it has to follow aggressive marketing.

CONCLUSION

Although a large number of corporate subscribers are satisfied with the

services provided to them, but it needs to gear up with the procedure of billing,

services and connectivity to provide not only satisfactory but a delighting service or

else the subscribers will not be locked for a long time, due to the emergence of a large

number of competitors in the market.

Though the company is financially strong at the moment but in long terms to

maintain its position, market share and customer loyalty it needs to remove its

shortfalls.

LIMITATIONS

Inadequate information: Many Corporate did not reveal business related

information like turnover, there manpower, the telecom services used by them,

so due to which some of the questions were not answered/filled properly or

accurately.

Sample size: As a number of corporate in Pune is large enough and widely

spread all over the city, so it was difficult to cover all the areas in such a short

span of time so for the convenience I took 300 as my sample size. And I

restrict my self in to four areas only.

Many respondents could not give sufficient time to answer/fill the

questionnaire.

Due to rainy season during duration of my project it was very difficult to

approach the corporate; as a result I was short to visit no. of corporate in a day.

Some of them asked why should they give information and they are afraid to

give the information because if the company misutilize the information.

Some of the corporate were very much disappointed with reliance service so

they didn’t entertain us.

As I was not given any identity proof by company so some of the corporate

didn’t entertain me as they asked to show identity proof.

Bibliography

BOOKS

i. Marketing Management by Philip Kotler

ii. Research Methodology by C.R Kothari

iii. Company Manuals

WEBSITES

i. www.relianceada.co.in

ii. Reliance Pune Intranet

iii. www.google.co.in

CWG – Questionnaire

1. Corporate Name ___________________________________________

2. Address___________________________________________________ ___________________________________________________ ___________________________________________________ ___________________________________________________

3. Contact Person __________________Contact No. __________________

Contact Person __________________Contact No. __________________

4. Nature of Business __________________

5. Turnover _______________Crs

6. Number of Branches _____________Nos

7. Number of Employees ____________Nos

8. Number of Laptops _____________Nos

9. Company Owned Mobile Connections __________ Nos

RELIANCE IDEA AIRTEL HUTCH TATA BSNL

Plan Details Rent _____ Local ____ STD ____ CUG ____ Total Bill _____

10. FWP Connection __________ Nos

RELIANCE BSNL TATA

Plan Details Rent _____ Local ____ STD ____ CUG ____ Total Bill _____

11. Data Card Connection ___________ Nos

RELIANCE AIRTEL TATA Plan Details Rent ______ Free Data Usage _____Free Time Usage ____Total Bill _____

12. Issues with Existing Service Provider

Operator Resolved PendingBillingCoverageHardwareCustomer carePlansOthers

13. How Satisfied are you with the Existing Service Provider 1(Least)- 5(Most)

RELIANCE IDEA AIRTEL HUTCH BSNL TATA

14. Do you require more connections?

Mobile FWP FWT Data Card USB Modem

15. Remarks / Any Suggestion

_______________________________________________________________________________________________________________________________________________________________________________________