0601092 identifying the factors influencing deactivation

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


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


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


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


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,)


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


60204701 CCB Sunita Khodke


69419326 CCB Santosh D Dhamale

Will surrender. Shop permanently closed.

69200113 CCB Jivaram D Choudhary


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


60205714 CCB Ratnakar Waghmare


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:-


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


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:




Line Shifted 1 6

Money Problem 2 12




12%

30%

6%12%

12%

12%

16%

Faulty Instrument


Line Shifted

Money Problem

Customer Shifted to Another Service

Shop Permenantly Closed

No Active Business

27


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)


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)


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)


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


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



have activated.




31


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:-




Line Shifted 3 8

Money Problem 5 14




Other Reasons 4 9

14%

19%

8%

14%

14%

14%

8%

9%

Faulty Instrument


Line Shifted

Money Problem



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)


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


60701052 CCB Prasanna M. Kadam

Line surrendered.


Line surrendered.

60700164 CCB Vinod D. Giri Owner not available.


Line surrendered.

60701404 CCB Ahmedalii Yazdi

Will surrender. Shifting to new service.


Line surrendered.

60701329 CCB Deepak G. More


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


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


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)


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)


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


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


Line surrendered


Line surrendered


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.


3)11% of feedback contains other reasons such as customer i.e. owner not available,


39


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:-




Line Shifted 8 10

Money Problem 11 14




14%

30%

10%

14%

14%

8%

10%

Faulty Instrument


Line Shifted

Money Problem



No Active Business

41


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)


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


60200086 CCB Balu A Shendge


69408960 CCB Ramesh B Mundada


69405674 CCB Lakshmi V Karle


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


69414014 CCB Suvarnn S Mutha


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


1) 72% customers want to activate out of which 20% of total data collected have

activated.




44


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





Line Shifted 3 8

Money Problem 4 12




15%

40%

8%

12%

15%

6%4%

Faulty Instrument


Line Shifted

Money Problem



No Active Business

46


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)


60205874 CCB Shilam A Reddy


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


69427330 CCB Rajni B Dhamane


6901675 CCB Laxmi G Rathod


69520389 CCB Mina Giri Gosavi


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


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


69468537 CCB Shankarchara Bhati

Will Activate Later

60201128 CCB Chaya Unecha


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


69478673 CCB Jayshree V Dhimate

Will Activate Later

69478230 CCB Mohammad H Kasam


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)


69498958 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


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


69492356 CCB Laxmi S Shingare


69492348 CCB Madhav K Shendkar


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


69468537 CCB Shankarchara Bhati


60201128 CCB Chaya Unecha


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



have activated.




51


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.


4) Customers do not have faith in new sales executives.

5) Customer’s complaints not heard for a sufficiently long time.


7) Lack of marketing skills in new sales executives.

52





Line Shifted 5 8

Money Problem 6 10




12%

45%

8%

10%

15%

7%3%

Faulty Instrument


Line Shifted

Money Problem



No Active Business

53


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)


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


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


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


Will surrender

69407964 CCB Hiralal S Kumavat

Will activate later

69250475 CCB Nayan V Mahadik

Line surrendered


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)


60206516 CCB Kuber H Shaha


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


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


1) 44% customers want to activate out of which 4% lines of total data collected have

activated.




59


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.


5) Lack of marketing skills in new sales executives.


60





Line Shifted 4 5

Money Problem 4 5




10%

55%

5%

5%

15%

8%2%

Faulty Instrument


Line Shifted

Money Problem



No Active Business

61

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.

62

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.

63

BIBLIOGRAPHY

I) References:

1) Marketing Management

Third Edition, Tata Mcgraw Hill Production

(Author: Rajan Saxena)

II) web-site:

www.tataindicom.com

64

http://www.tataindicom.com/

Date post:	08-May-2015
Category:	Business
Upload:	supa-buoy
View:	260 times
Download:	2 times