Crm of Vediocon

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REPORT ON
VIDEOCON MIS (GENESIS)
Submitted to School of Management Studies for the partial fulfilment of the degree of Master of Business Administration Session 2013-2014

SUBMITTED TO SUBMITTED BY
Dr. SAHIL RAJMANRAJ SINGH
Asst. ProfessorRoll No. 120426027
MBA I (A)

SCHOOL OF MANAGEMENT STUDIES
PUNJABI UNIVERSITY, PATIALA

ACKNOWLEDGEMENT

A formal statement of acknowledgment is hardly sufficient to express my gratitude towards the personalities who have helped me to undertake and complete this project. It was a learning experience which is going to help me immensely in my career. I hereby convey my thanks to all those who have rendered their valuable help, support and guidance. Firstly I would thank Dr. SAHIL RAJ for providing highly valuable technical acumen, constructive criticism and moral support. I am thankful to staff for his timely help and moral boost. The acknowledgement would be incomplete if I don’t mention the worth full guidance and unconditional support and cooperation I received from my friends.

MANRAJ SINGH

TABLE OF CONTENTS

INTRODUCTION OF VIDEOCON
WBCMS VIDEOCN
GENESIS CRM
* Steps followed at genesis
* Customer detail

KPI ANALYASIS
TAT REPORTS
CONCLUSION

INTRODUCTION—
Videocon has wide range of appliances ranging from dth, refrigerator, led, ac etc. To provide customer support Videocon employs specially designed CRM software called WEBCMS. Videocon has customer support centre throughout the country to provide its services. CRM software not only to provide better services to its customer but also enhance its relation with its vendors. Videocon provide 24x7 call centre services to its customers to lodge complains or queries.

The company employs over one thousand sales reps and another five hundred are on ad hoc basis. We be discussing about the information systems it uses in its day to day business, how various processes are handled, how reps responds to customers problems, how customer details are used for further references, how future forecasts are being done for demands. CRM solutions are concerned with all the elements of the interact stage of CRM cycle. These interactions can take place through multiple channels and media, ranging from the website, e-mail and inbound and outbound telephone calls through online chat, co-browsing and voice over IP call-backs to cash registers, kiosks and face to face interactions on the high street or in other location such as customer’s homes. Videocon provide wide range of services to its customer that’s why it uses help of information systems at various stages of tasks. Information systems employed at Videocon are centralised that all data is saved and retrieved from a single database known as server farm. Data is stored in magnetic form in server stacks, so every time a customer calls all of its previous transactions, orders and preferences are being taken care of at according to it services are designedfor customer. Company has fully operational CRM system currently being used and it is providing hot line free of cost to its customers. Company provide 198 toll free number service for its customer. Also we be discussing how this software is being related to other enterprise system such SCM and other enterprise systems.

ABOUT VIDEOCON—
Videocon Industries Limited (BSE: 511389, NSE: VIDEOIND) is an industrial conglomerate headquartered in Gurgaon, India, with interests all over the world, and is an Indian multinational company. The group has 17 manufacturing sites in India and plants in China, Poland, Italy and Mexico. It is also the third largest picture tube manufacturer in the world. The group is a US$4 billion global conglomerate.

Corporate profile
The Videocon group's core areas of business are consumer electronics and home appliances. They have recently diversified into areas such as DTH, power,...
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