Airtel Case Study Summary
8. SUGGESTIONS-
• The rate of margins offered by almost all the telecom operators to retailers varies between 3% to 3.5% yet 31% of the retailers think that Airtel’s delivery of the benefits is the best and only 19% favour Idea. Hence, Idea needs to make sure that it passes on the benefits to retailers on a timely basis to gain their confidence.
• Idea needs to improve it’s supply time so that the retailers get recharge amount in time and also Sim activation time is reduced. For this competency in distribution network needs to be improved. At present 35.6% of the retailers think that Airtel’s supply time is the best and Idea comes at third position getting 17.8% share of retailer’s response.
• Idea’s advertisements are the most popular
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At present, 26.5% of the customers feel that Airtel’s promotional offers are the best which is followed by Vodafone which got 19.3% share of the response. Idea came at third getting 16.5% of the share of the response.
• Customer care services play an important role in retaining consumers. Therefore, customer care services should be improved and there should be provisions of taking feedback from consumers so that necessary steps can be taken in this direction. In the survey 26.5% of the respondents said that Airtel’s customer care services are the best whereas Idea came at second position getting 22% share of the response. If Idea wants to become number one and beat Airtel, it needs to match and eventually improve it’s customer care services with regard to Airtel.
• Most of the Idea subscribers are not satisfied with the existing call charges with Uninor providing services at really cheap rates. Hence if Idea’s services in certain category are not the cheapest it should make sure that it is better in terms of quality.
• Most of the respondents have a good perception about value added/multimedia services/data services and by increasing the use of such services, Idea can increase its
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