CRM responsible for magic at Bharti Bharti seeks out the world's best technology and puts it at the

service of its customers. CRM is part of this process One of the primary things that Bharti has done with CRM is segmentation of customers, which has helped in providing customers more value for their money, says Amrita Gangotra Bharti Tele-Ventures is one of India's leading private sector telecom operators. Its cellular business, AirTel, is a leading mobile telephony brand. Like any telco, Bharti considers information technology a key business enabler. "For telecom, IT is like bread and butter. We believe it plays two significant roles-it works as a support system, and it can also be a business driver. Thus IT is very important to us," says Amrita Gangotra, vice president of Information Technology at Bharti. It had a WAN in place with a mix of leased lines and E1 and E3 lines. The company also has an extranet in place through which it extends different applications to its dealers and partners. "We have an extremely large infrastructure based on products from multiple vendors," says Gangotra. This includes a range of high-end servers from Sun and HP. "In the telecom business volumes are very large. We have millions of records and we process them everyday, so for us storage is in terabytes," she adds. Bharti also has a storage area network (SAN) in place. The main data centre is located in Gurgaon, Haryana. As far as software is concerned, some of the applications that are running on its network are billing, fraud management, revenue assurance and data warehousing. They also have some internal-facing applications like Oracle Financial and Oracle HRMS. The case for CRM Initially, when Bharti started operations, the whole system was run manually. "At that point of time only 40 percent of our customer issues were getting resolved-this has now gone up to about 90 percent," reveals Gangotra. "It is vital for us to manage the expectations of our customers and provide them with innovative products and services in a manner which makes them loyal," explains Gangotra. To achieve this, Bharti needed the right tools. "It is this need that made us opt for a CRM (customer relationship management) solution," she says. Cherrypicking a solution Today Bharti is using the Oracle CRM platform. "As part of our vision, we intend to provide AirTel services anywhere and at any time. A customer should get the same quality of service no matter which of our call centres he contacts. This has been our vision, and because of that we have gone in for a centralised application like CRM," Gangotra adds. Before choosing its CRM tool, Bharti evaluated many options. It considered factors like proper workflow automation, facilitation of knowledge sharing, and integration with the billing system. After a thorough evaluation exercise, it decided to go ahead with the Oracle CRM platform.

Roll it After starting its services in Delhi, Bharti acquired many circles and sought new licences in other circles; whenever they got a new licence, they implemented the CRM tool immediately. But they had to put in a migration strategy in those acquired circles which had an existing subscriber base. "The migration had to be done in such a manner that the existing customer base did not suffer; we have already completed this in 14 of the 15 circles that we operate in," says Gangotra. The goal was that all the circles would go live by the first quarter of 2004. The biggest challenge for Bharti was to have a unified process in place. Once this was done they faced the challenge of imparting training. "When you go in for such a large-scale implementation you will definitely have problems," says Gangotra. "We also had certain technical difficulties during implementation, but we were able to overcome them." The CRM strategy at Airtel revolves around two aspects: operational CRM and analytical CRM. The first is about helping their call centres in the workflow part, helping them in their day-to-day activities. The second provides staff with the required information on customers; this is used for business development activities. Together they help Bharti provide better services to its customers. Tailor-made schemes Gangotra says it is important to understand and segregate customer needs depending on the product and services he is buying. "One of the primary things that we have done in this solution is the segmentation of customers. With this, AirTel is now able to give its customers more value for money," she says. With the help of CRM, they are able to provide customers different schemes and services depending on airtime usage. If the customer is a heavy user then they have some specific schemes; for normal users they have other schemes. Apart from this, they have also managed to segregate their workflow with the help of the CRM tool. Aviva uses CRM to insure success What happens when you're late for a party and the fun has already begun? You catch up, as Aviva did. Helping it was Talisma's e-CRM suite, which the insurance company used to integrate its customer-facing departments According to TARUN PANDEY, Aviva went in for Talisma's suite primarily because it offered integration with the company's call centre operations-which no other vendor was offering There has been an influx of private life insurance companies in India after the liberalisation of the Indian insurance sector. When Aviva entered the country in 2002, it was one of the last players to enter the market. The key to success therefore lay in knowing potential customers better, and in bringing out products and services tailored to specific customer requirements.

A common platform To do this, Aviva decided to go in for an enterprise-wide deployment of an e-CRM suite even before it launched Indian operations in June 2002. A stringent assessment exercise began, during which four vendors, including Talisma, were evaluated by a team of 10 people. This team had representatives from its IT department and also from customer-facing departments such as sales, marketing and customer services. Recalls Tarun Pandey, manager, applications, Aviva, "After a thorough evaluation process, we went in for Talisma's suite primarily because it offered integration with our call centre operations, which no other vendor was offering. The suite promised a common integrated platform for different customer-facing departments [sales, marketing and customer services] within the organisation." Module this The implementation of the CRM suite was a smooth affair. The exercise began in December 2001 and went live six months later. Pandey explains, "Since we went in for the CRM suite before launching our business in India, the implementation was smooth. If an organisation is already in business the implementation exercise can be a prolonged affair." The suite has been deployed in marketing, sales and service, as well as in the partner and sales ecosystem (comprising bank assurance partners and insurance agents). Aviva has implemented several modules of Talisma e-CRM, such as marketing, sales, servicing and contact centre. The only component it hasn't used is the chat module. Today, there are 450 personnel using the eCRM suite at Aviva. Multi-step campaign Pandey explains, "The implementation of Talisma e-CRM has helped us share real-time customer information across different customer-facing departments across locations. This has helped departments track customer details and respond to queries at short notice." The implementation has also facilitated quick analysis of Aviva's sales and marketing initiatives, which has, in turn, helped the company modify its products and services before offering them to customers. This has helped it win more customers and retain existing ones by offering them products and services that fit their needs. It has also helped Aviva develop multi-step marketing campaigns. Based on the type of response at each stage of an advertising campaign, appropriate processes can be triggered automatically in the e-CRM suite. Aviva's entire sales and marketing operation has been integrated through this deployment. The company's customer service team has successfully leveraged the suite to provide superior service across multiple channels. Aviva has made its mark in the Indian insurance industry in just two years. It has no doubt been aided in this by the deployment of Talisma's e-CRM suite that has helped it launch new products and services to differentiate itself from competitors.