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This presentation discusses why customers choose Matrix over other service providers in the telecom industry. It analyzes the growth of the Indian telecom sector and provides an overview of Matrix, including its products, partnerships, offices, competitors, and sales processes. A SWOT analysis identifies Matrix's strengths in international partnerships and competitive rates, and weaknesses in employee strength and lack of mobile number portability.
SIP PPT
- 1. SIP PROJECT PRESENTATION PROJECT TITLE : WHY CUSTOMERS CHOOSING MATRIX OVER OTHER SERVICE PROVIDERS ? by MANISH GHOSH P15FC189 1
- 2. SECTOR ANALYSIS India is currently the world’s second-largest telecommunications market with a valuation of $103 US billion. The Indian mobile economy is growing rapidly and contribute substantially to India’s gross domestic product (GDP) of about 7%. India is currently the second-largest telecommunication market and has the third highest number of internet users in the world The total mobile services market revenue in India is expected to touch US$ 37 billion in 2017, registering a Compound Annual Growth Rate (CAGR) of 5.2 per cent between 2014 and 2017 The Indian telecom sector is expected to generate four million direct and indirect jobs over the next five years. 2
- 3. CONTD… India will emerge as a leading player in the virtual world by having 700 million internet users of the 4.7 billion global users by 2025. The broadband services user-base in India is expected to grow to 250 million connections by 2017. 3 7% 93% GDP CONTRIBUTION
- 4. GRAPHICAL PRESENTATION OF GROWTH 4 0 10 20 30 40 50 FY06 FY07 FY08 FY09 FY10 FY11 FY12 FY13 FY14 19.6 23.3 32.1 33.2 33.3 37.7 40.8 39.1 38.8 CAGR CAGR 8.91% 0 200 400 600 800 1000 1200 FY07 FY08 FY09 FY10 FY11 FY12 FY13 FY14 FY15 FY16 SUBSCRIBER GROWTH SUBSCRIBER GROWTH 19.5%
- 5. ADVANTAGE OF TELECOM INDUSTRY IN INDIA Huge population of 125 Cr. With 70 per cent of the population starving in rural areas, the rural market would be a key growth driver in the coming years. Telecom penetration in the nation’s rural market is expected to increase to 70 percent by 2017 from 48.66 per cent as of September 2015 Government initiative. The country has a strong telecommunication infrastructure 5
- 6. SEGMENTAL GROWTH6 0 200 400 600 800 1000 FY07 FY08 FY09 FY10 FY11 FY12 FY13 FY14 FY15 FY16 WIRELESS GROWTH WIRELESS GROWTH 0 10 20 30 40 50 FY07 FY08 FY09 FY10 FY11 FY12 FY13 FY14 FY15 FY16 SUBSCRIBER GROWTH SUBSCRIBER GROWTH 0 100 200 300 400 2006 2007 2008 2009 2010 2011 2012 2013 2014 2015 INTERNET SUBSCRIBERS GROWTH INTERNET SUBSCRIBERS GROWTH 52.11%
- 7. KEY PLAYERS IN INDIAN TELECOM MARKET & MARKET SHARE 7 VODAFONE 25% BHARTI AIRTEL 34% IDEA CELLULAR 33% OTHER 8% MARKET SHARE VODAFONE BHARTI AIRTEL IDEA CELLULAR OTHER
- 8. ABOUT8 MATRIX IS A LEADING PROVIDER OF INTERNATIONAL TELECOM SOLUTIONS TO INDIANS TRAVELLING ABROAD. Matrix was started in 1995 and is now the leading telecom solution provider for Indian travellers going abroad providing good connectivity and convenience for customers across the world. The services include International SIM, Internet Packs for Smart phones, Laptops, iPad/Tablets, International Travel Insurance and Forex Cards. With Matrix, one can save big on his/her international roaming expenses and can always stay in touch with your loved ones whenever and wherever you are in the world. International travellers can also purchase Matrix products and services at all major airports in the country such as Delhi, Mumbai, Mangalore, Bengaluru, Hyderabad, Kolkata and Kochi.
- 9. BOARD & MANAGEMENT TEAM9 Anish Khanna Chief Executive Officer and Director of Sales & Marketing Gaurav Kumar Khanna Chief Financial Officer Bhanu Kapur Senior Vice President of Operations Gagan Deep Singh Dugal Managing Director, Non-Independent & Non- Executive Director, Chairman of Risk Management Committee, Member of Corporate Social Responsibility Committee and Member of IPO Committee Manjit Singh Dugal Non-Independent & Executive Director, Chairman of Corporate Social Responsibility Committee and Member of IPO Committee
- 10. VISION AND VALUES10 Brand Promise ----- Easy and Smart Our Values ------- Personalize: This requires treating the customer as an individual and advice on best solutions for him/her. -------Educate: This requires to educate the consumer about our benefits and not assume that they are aware of everything. -------- Excel: This requires for the continuous creation of products / services standards, which meets the customer needs. --------- Simplify: This requires to simplify our communication and make it easy for the customers to understand us. Communication Idea ------ Matrix makes sense.
- 11. LOGO SAYS IT ALL11 Matrix logo is the visual expression of the brand and represents value and strength. The logo appears on all Matrix Communications. The colour reflects the personality by being fresh and vibrant Colours allow communications to be instantly recognized and consistent
- 13. OFFICES & GLOBAL RELATIONSHIP 13 Matrix has its global relationship with 31 countries. It has 16 offices in India with the corporate office being in Delhi. Matrix has also got its international offices in Dubai , Singapore , Thailand & U.K.
- 14. COMPETITORS14
- 15. DEPARTMENT & TOUCHPOINT & HIERARCHY IN SALES 15 MARKETING HUMAN RESOURCE SALES OPERATIONS FINANCE/CREDIT CONTROL Direct Sales Indirect Sales Retail Sales – Airport Tele Sales ASSOCIATE VICE PRESIDENT GM DGM AGM Sr. Manager Manager Deputy Manager Asst. Manager Sr. BDE BDEMana geme nt Train
- 16. HOW DST SELLS ?16 PROSPECTING SETTING UP MEETING NOT CONVERTED DOCUMENTATION N/A DELIVERY OF SIM, PROCESS EXPLANATION SIM COLLECTION FOLLOWUP CHALLAN IN MEETING THE CLIENT AFTER END DATA SCAN OF APPLICATION APPLICATION DATA ENTRY CONVERSION APPLICATION FILLING REALIZATION OF MONEY THROUGH CASH CHEQUE OR CREDIT CARD GENERATION OF BILL SIM RETURNED TO STOCK GETTING THE STOCK ISSUED. ALSO CARRIES THE CAF , MARKETING OFFER, TARIFF AND FOREX CARD.
- 17. CAF MANAGEMENT17 PROCESS: While delivering SIM/HS/Data card to the client, BDE fills the CAF and takes the required documents from the customers like copy of Passport, Visa/Eticket, credit card etc. CAF is rechecked at sales coordinators end and DSR is entered in the system with limited fields of the CAF. Physical CAF received at data entry team upon checking again sheet gets entered with complete details in the system. Audit is conducted by the external auditors for all the CAFs Corrective measures taken on the feedback of Audit. Physical sheet is being stored with the outsource vendor in safe custody for the period of 5years. STOCKS CHALLAN OUT ON REQUEST OF BDE CAF RECEIVED FROM CLIENT PHYSICAL CAF STORED BY OUTSOURCE AGENCY DELIVERED TO CLIENT AUDIT DONE ON DATA ENTRY WITH PHYSICAL CAF CAF RECEIVING AND DATA ENTRY CAF RECHECKED AND DSR ENTERED
- 18. DOCUMENTATION & CUSTOMER CARE A valid Passport Valid Visa / E-ticket Passport Size Photograph Credit Card Company Undertaking **** an authorization on Credit Card 18 •Bill explanation and ammendment on accounts •Request for any pre authorisation i.e blocking on credit card. •Request for activation or deactivation for any VAS •Request for any add on pack i.e blackberry , data etc. Boltons Networks Support Pre- autorization
- 19. TELE SALES19 Lead closed Fullfillment Appointment closure Appointment visit Sharing Appointment details Appointment Generation Data Upload Lead Sourcing Data
- 20. SWOT ANALYSIS OF MATRIX CELLULAR20 STRENGTH I. Partnership with over 36 country specific international service providers II. Rates are far cheaper , about 60% in case of Roaming and about 90% in case of data cards. III. Strategic business partnership with airlines, travel agencies, universities and corporate IV. 15 branches in 15 different cities WEAKNESS I. Less employee strength II. Mobile number portability is missing. III. High volatility in market so fast changes required THREAT I. Market is unpredictable II. Changes in govt. policy III. Threat of new entrants like UNI connect , WOW , Reliance Passport OPPORTUNITY I. Over 60,00,000 people fly abroad every year. II. Growing middle class III. Business with student segment travelling abroad for higher studies. SWOT
- 21. PRODUCT PORTFOLIO INTERNATIONAL SIM CARDS ( BOTH PREPAID & POSTPAID ) DATA PACKS MATRIX FOREX CARD FOR INTERNATIONAL TRAVELLERS MATRIX TRAVEL INSURANCE MATRIX PHONE INSURANCE BUSINESS VAT REFUND 21
- 22. MARKET RESEARCH22 Research Objective: Determine factors, which influence buying behavior for MATRIX CELLULAR PRODUCTS through an exploratory and a primary research. Research Hypothesis: The collected attributes from exploratory research has no significance impact on the buying behavior for MATRIX CELLULAR PRODUCTS. If the eigenvalue of the attributes > 1, then only attributes will be chosen as an influential factor of buying behavior for MATRIX CELLULAR PRODUCTS Research Design: In order to achieve the objective, it was necessary to talk to the customers and public to draw the conclusions regarding the objective. For visiting the customers and publics to collect the relevant information and documenting those, a questionnaire has to be needed. The questionnaire has been made by me and that was in such a manner to achieve the objective of the research.
- 23. CONTD… Sample Design: SAMPLING TECHNIQUE: The following sampling technique has been taken: CONVENIENCE Sampling SIMPLE RANDOM Sampling SAMPLE SIZE: The sample size taken to conduct the survey was 50 in numbers. SAMPLE LOCATION: The survey has been carried out in all over KOLKATA. Data Collection Instrument: For my study, I have used a set of questionnaire as my data collection instrument. That help me to collect a good number of data about the Investment pattern of people of all over India. Measurement & Scaling Techniques Sampling: Likert scales has been used to determine the satisfaction label of consumer. Open - Ended Question 23
- 24. CONTD… Sources Of Data Collection: The collected data is primary in nature. I.e. the first hand data, as there is a better scope of getting required information and also it is in the form that we want. For the purpose of collecting data, questionnaire method was adopted. PRIMARY DATA: The primary data in my study is all about the answer of my questions that have been I asked to the respondent. SECONDARY DATA: Secondary data in my study is about all details of sector and company and the exploratory research that I conducted to gather the probable attributes. Statistical Tool Used: To measure the level of satisfaction Factor Analysis method have been used with help of Excel and SPSS (Statistical Package Social Services) software. Action Plan: Conducted a focus group discussion Personal Interview Made a questionnaire based on the collected data from the above mentioned research technique. Made an offline survey and an online survey using google document facility. 24
- 25. 25 Total Variance Explained Componen t Initial Eigenvalues Extraction Sums of Squared Loadings Rotation Sums of Squared Loadings Total % of Variance Cumulative % Total % of Variance Cumulative % Total % of Variance Cumulative % 1 4.691 46.908 46.908 4.691 46.908 46.908 2.956 29.564 29.564 2 1.177 11.775 58.683 1.177 11.775 58.683 2.767 27.667 57.230 3 1.122 11.215 69.898 1.122 11.215 69.898 1.267 12.667 69.898 4 .821 8.212 78.110 5 .689 6.890 85.000 6 .550 5.500 90.500 7 .355 3.555 94.055 8 .262 2.625 96.680 9 .187 1.868 98.548 10 .145 1.452 100.000 Extraction Method: Principal Component Analysis. There Are 2 major factors that influence the buying behavior of the consumers for matrix sim card. Where the % of total Variance in the data that is cumulatively explained by the extracted Factors is 69.898 %
- 26. 26 Rotated Component Matrixa Component 1 2 3 BRANDIMAGE .105 .862 .226 Ad PROMOTION .404 .430 -.366 REFERENCE .124 .125 .854 CUSTOMER SUPPORT .502 .516 .215 CONNECTIVITY .428 .709 .266 SIMPRICE .172 .789 -.343 FRIENDLYSALESSTAFF .689 .453 .190 FREEOFCOSTDELIVERY .862 .175 .034 AVAILABILITYOFALLSIZESIMCARD .934 .107 -.037 Extraction Method: Principal Component Analysis. Rotation Method: Varimax with Kaiser Normalization. a. Rotation converged in 6 iterations. FACTOR 1 FACTOR 2 FACTOR 3 FREEOFCOSTDELIVERY BRANDIMAGE REFERENCE AVAILABILITYOFALLSIZESIMCAR D CONNECTIVITY SIMPRICE FACTOR 1 SERVICE FACTOR 2 EFFICIENT FACTOR 3 REFERENCE
- 27. 27 -0.4 -0.2 0 0.2 0.4 0 0.2 0.4 0.6 0.8 1 1.2 EFFICIECNCY vs REFERENCE BRANDIMAGE REFERENCE SIM PRICE CONNECTIVITY .000 .100 .200 .300 .400 .500 .000 .200 .400 .600 .800 1.000 SERVICE VS EFFICIENCY CONNECTIVITY -.050 .000 .050 .100 .150 .840 .850 .860 .870 .880 .890 .900 .910 .920 .930 .940 SERVICE VS REFERENCE REFERENCE BRAND IMAGE AVAILABILITY OF SIM SIZE
- 28. OBSERVATION & SUGGESTIONS Proper information about tariff plans must be given to the customers because I found cases where proper information had not been provided leading to confusion. Inspite of the customer referring the size of sim card and the mobile handsets they are using the Business Development Executives are sending wrong sized sim cards which is ultimately hampering the brand image of MATRIX. The Business Development Executives must be aware of these facts. Communication gap between Delivery personnel and BD Executives. 28
- 29. KEY LEARNINGS This entire span of 2 months has been a learning curve for me. However, out of all my learnings, I would like to mention a few which are as follows: The selling process of MATRIX CELLULAR . The consumer buying behavior. How the lead is generated. The process how a closure is done. Process of Documentation and LOGIN of cases. Received feedbacks of customers while making deliveries for the company. 29
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