Brief on process flow in project Udaan Brief

Brief on process flow in project Udaan

Brief overview of this document Project Udaan was designed to improve the sales of broadband landline for BSNL It centres around the following key elements • Capturing the leads in a transparent manner • Creation of sales teams that reaches out to customers and engages in active sales • Monitoring of each lead in the system to ensure timely delivery Wings, a software application, developed to aid the key processes of Udaan This document captures the basic process flow in project Udaan; however, the process are evolving with roll-outs • For complete understanding of the process flow, on the ground (at roll-out locations) visit and understanding of Wings is required 1

Team structure in Project Udaan at Circle level Head Office Circle + SSA Project Champion Project Sponsor Director – CFA Project Champion Dedicated DGM stationed at circle but reporting at HO • CGM Circle Project Head • GM (Sales - CFA) • + 1 SDE/JTOs for every 4 -5 SSA Project Head • SSA head GM (Broadband) existing Project Manager – Products & Mktg • 3 DGMs Roll-out managers • 1 DGM @ circle Project Manager – Sales & Mktg • DGM / AGM Product & Mktg team Sales team SD/SA team • 2 SDE / JTO • 8 -12 SDE/JTO team leaders • 6 -7 people per team • 6 -10 SDE/JTO • All indoor & outdoor staff • Mktg, sales & product innovation • Support onground sales • Coaches for circle roll-out • Project management & coordination Project Manager – IT & MIS • DGM / AGM Project Manager – SD/SA & CS CS team • ~3 DE / SDE • All customer facing personnel IT lead • 1 -2 SDE / JTO IT To be trained as Project Udaan "coaches" 2

Overall "Customer to Connection" flow in project Udaan Customers Customer Service CSC Confirmation of lead Delivery acceptance BB call centre Cnxn requests LL call centre CO SMS Online Technical acceptance Sales Team Leads & disconnectio n requests Ensure delivery Service Delivery / Service Assurance (Network Operations) Team Internal system leads Various process are discussed in further detail in the following slides 3

6 detailed sales processes defined and detailed 1 New leads generation & banking 2 Collating & allocating leads 3 Customer contact 4 Feasibility check & confirmation 5 Raising Work Order (OB) 6 Sales closure 4

Sales process 1 – New leads generation and banking Sales Associate 1 Get leads from field visits & market intelligence network in area 2 3 Update team leader with new lead details every day over phone / meeting Generate new lead in system every day basis sales associate feedback Leads generated at other sources like CSC, Call Center, Web, etc. are directly entered into the system at the respective source 4 Maximise allocation of leads generated by sales associate to same person Sales Team Leader 5

New lead generation form • Captures all critical customer information • Team identification not present – only area • Most fields optional, however contact details are must 6

Sales process 2 – allocating leads Sales Associate 4 Log in to account and check the leads pending for confirmation 1 2 3 Communicate new leads to Sales Associates by phone/SMS If lead not from own area, transfer to other STL using tab "Transfer Lead" Allocate lead to Sales Associate using the tab "Allot Lead" Sales Team Leader 7

New leads generation status – online report • Captures and displays all fields recorded at the time of lead generation • Clicking the lead id gives further details such as convenient timings and additional information 8

Sales process 3 – Customer contact Sales Associate 1 2 Call and meet customer and estimate requirements 5 Provide status of contact establishment on phone to Sales Team Leader 3 4 If interested, immediately make phone call to Sales Team Leader and give product & plan details Inform local network operations team and follow up on quick feasibility –Contacted or not ? –Interested or not ? 6 Sales team leader to immediately raise feasibility check request in system Sales team leader to regularly sample and check with customers on experience with sales associate Sales Team Leader 9

Sales process 3 – customer contact Sales Associate 3 1 Call and meet customer and estimate requirements 2 If confirmed, immediately make raise for feasibility to respective SDE/JTO using tab "Allot for Feasibility" Input status of customer under option "Confirm/cancel lead" 4 6 Sales team leader to regularly sample and check with customers on experience with sales associate Inform concerned SDE/JTO to revert with feasibility as soon as possible Sales Team Leader 10

Sales process 4 – feasibility check & confirmation Sales Associate 1 3 If feasibility is ok confirm feasibility to customer over phone. These will appear in the tab "Document Collection" 2 Report to STL if feasibility is not ok. These will appear in "Leads not feasible" 4 Collect documents and payment for raising final OB and enter in tab "Document Collection" Check on reason of non feasibility and escalate for appropriate action Sales Team Leader 11

Feasibility check report to be regularly checked for status • Status of every pending request displayed • Sales associate can take update from team leader and follow up locally or inform customer if required • Status can also be viewed by network and cable teams 12

Sales process 5 – raising work order (OB) Sales Associate 2 1 Collect all documents and payment from customer Go to nearest CSC/CO and submit documents & payment & raise OB 2 Submit papers and payment to Sales Team leader 3 Sales team leader to consolidate all new requests and raise OBs through nearest CSC 4 Record OB number in tab "OB/AN number" Sales Team Leader 13

Generating a new connection OB 14

Sales process 6 – sale closure Sales Associate 2 1 3 Sales Associate to pursue respective SDE/JTO for quick provisioning Sales team leader to close all completed OBs – inform sales associate on completion & closure Sales associate to contact customer and check for satisfaction 4 Sales team leader to regularly sample and check with customers on experience with sales associate Sales Team Leader 15