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Cse Study - Videocon d2h

The document discusses the importance of revenue and retention departments in the direct-to-home (DTH) industry. Generating revenue while retaining customers is difficult. Videocon d2h needs to focus on improving call processing, resolving customer issues during recharges, door-lock cards, documentation, and applying retention policies. The ultimate goal is to ensure customers do not switch to other DTH operators by providing the best possible solutions and attracting new customers.

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Nitichandra Ingle
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211 views2 pages

Cse Study - Videocon d2h

The document discusses the importance of revenue and retention departments in the direct-to-home (DTH) industry. Generating revenue while retaining customers is difficult. Videocon d2h needs to focus on improving call processing, resolving customer issues during recharges, door-lock cards, documentation, and applying retention policies. The ultimate goal is to ensure customers do not switch to other DTH operators by providing the best possible solutions and attracting new customers.

Uploaded by

Nitichandra Ingle
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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Case Study

Revenue and Retention department is a vital element in the DTH industry. The customer is vulnerable to changes and if the service provided, the after sales, the trends in other DTH industry etc if not tracked in time and updated, the customer will switch to other service providers. Generating revenue and retaining the customer simultaneously is one of the most difficult tasks in an organisation. The customer may disconnect the services provided due to various reasons. Videocon d2h since its launch has been appreciated for its innovativeness and constant improvement. The idea is to generate revenue with the application of various policies and systems. For this the data flow diagram of every aspect and functionality existing in the system needed to be formulated. There was a need to focus on following areas:-

Improving the Call Processing Flow Resolving the issues, faced in dealing with the customer during recharge A pre-defined path and approach for Door-Lock card as well as for Documentation The customer retention by application of various policies.
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ECS Policy Referral Policy

Updation required in the most important document dealt by CRE which is the Work Order (WO) Preparation of Standard Operating Procedure (SOP) for WO Updation required in CRE Monthly Report Preparation of R&R Application Manual Preparation of PCS User Manual

Ultimately the customer is god and the target of this case is to ensure that customer does not switch to alternative DTH operators and hence serving him the best possible solutions plays a critical role. There should be a methodology to lure new customers in the system and hence there is a need to brainstorm on this concept.

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