B-PLAN EXECUTIVE SUMMARY

Team Name: CustomerCare.com

Team email & Phone number:
Atishay Jain- atishay.jain17@associates.sibm.edu; +91 9660412376
Kundan Reddy- kundan.vuyyuru17@associates.sibm.edu; +91
9689457574

The Idea
A one-stop Customer care site where customers irrespective of what
product they have and what brand those are of will lodge their
complaints (issue in the product) which will be taken up with
respective companies till closure. The service will include provision
to carry product from customer to service centre and back.

Customer Pain Addressed

In households today people use products that are of different
brands. If there is an issue in any of the products the person has to
search for the customer care support contact details of that
respective company and lodge the complaint about the product. Let
us suppose someone has some issue with his Samsung phone and
HP laptop. He has to find the customer care contact details for both
Samsung and HP. The CustomerCare.com will be a relief for these
people because they can lodge both the complaints in one single
site.
Aged people and people having limited internet access can hardly
come to know about the customer care contact details and keep
themselves content by getting the products repaired locally. This
results in loss of warranty for the products as well as does not
guarantee reliable service. CustomerCare.com will be a big relief for
them. They may just ping the details of the issue on the Whatsapp,
or send a sms or simply give a missed call and the issue will be
taken up with the customer care of the respective company by
CustomerCare.com.
Sometimes when they call they have to wait for minutes to get a
chance to talk to the customer-care executive. Only a few
companies provide toll-free numbers. So the customers end
spending heavily. Since the CustomerCare.com lodges the issue with

the companies they will give the customer a call to get details of the
issue.
Again, the model of current customer care service is one to one, i.e.
only the customer who lodged the issue and the company knows
that the issue was lodged. Now if the company is not responding
well in solving the issue only the customer knows about it till he
goes to sites like mouthshut.com, akosha.com etc. At
CustomerCare.com the issues lodged will be posted on the site and
status of each call will be shown. Whoever visits the site will be able
see the status of calls lodged under a certain product brand.
The companies will be rated on a scale of Customer Care Index (CCI)
on the basis of the number of issues resolved, the satisfaction level
of the customer, the time taken to resolve issues etc. A comparative
chart will show the number of complaints lodged on a particular type
of issue for different brands of a particular product. This will help
new potential buyers to decide which brand to choose during a new
buy. This will also help the brands to be more competitive and
ultimately issues will get resolved quickly.

Fig.1 Example of how the tabs may look like in CustomerCare.com

CustomerCare.com will also have a twitter account to get fast

responses from the different brands and it will also help as an
advertising portal for the site.
If a customer is not having on-site warranty for a product he/she has
to carry the product to the customer care centre. Sometimes
customers may not have the time to do so. CustomerCare.com will
provide the Customer care centre to door service (3C2D
service).This will be a chargeable service.

Value Proposition
Currently this is a new concept in the market. Most of the
independent customer care site like Akosha.com, mouthshut.com
registers
grievances
against
brands
by
customers.
CustomerCare.com will be unique in this matter since it will not only
show customer reviews but also will present facts and figures of
types of issues registered, number of issues solved, time taken to
solve those etc.

Revenue Model
To begin with the basic service will be free and the customer care
centre to door service will be charged. Once a strong customer base
is formed all closed services will be charged ranging from at Rs.10
depending on the type of service provided. Initially the plan is to
start the 3C2D service in Pune only and then slowly cover pan India.

Initial Investment
The CustomerCare.com team is now a three member Founders
team. They will take care of all the calls and follow-ups, posting on
the site and analytics. For the 3C2D service also will be taken care
by the founders. The investment will be in developing the site, its
maintenance and the phone calls to be made to the customer care
numbers. Considering all these the cost of investment will be within
Rs.10,000.

Balance Sheet, Cash Flow and Income Statement for the

first three years
Balance Sheet

Year

Year

Year

1
Assets
cash in
beginning
end cash
balance

10604

14404

14404

57504

2396

1916.
8

1437.
6
30000
4000

1300
0

16320
.8

92941
.6

0
16320
.8

50000
50000
42941
.6

1000
0
1060
4

fixed asset
Domain
Laptop
phone

Total Assets
Liabilities
Loan
Total Liabilites
Shareholders
Equity

0
1300
0

Cash Flow Statement

Cash Balance in the Beginning

Year Year
1
2
Year 3
1000
0 10604
14404

Cash flow from operating

activities
depreciation on domain cost
Non operating exp (interest)
operating income

479.
2

479.2

2520
.8

3320.
8

Cash Flow from financing

activities
Loan
Interest paid

479.2
6500
26620.8

50000
-6500

Cash flow from investing

activities
Capital Exp- domain
Capital Exp- Laptop
Capital Exp- Phone

Ending Cash balance

2396
-30000
-4000
1060
4

14404

57504

Income
Statement

Year
1

Year
2

Revenues
Credit Sales

15000

30000

90000

Total Revenue

15000

30000

90000

479.2
3000
2400

479.2
3000
5000
5000

479.2
3000
5000
22000

4800

9600

19200

1800

3600

7200
6500

Operating
Expenses
Domain
Depreciation
Business email
marketing exp
salaries
Transportation
cost
Cost of Calls
made
Interest paid
Total Expenses
Operating
Income

Year 3

12479
.2

26679
.2 63379.2

2520.
8

3320.
8 26620.8