A REPORT ON DRIVING AFTER SALES EXCELLENCE

O-zone network pvt ltd.

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INTRODUCTION

O-Zone Networks Pvt. Limited was founded with the aim of providing wireless internet and mobility solutions to the masses across India. O -Zone s business plan has been to build a wireless broadband entity that is a hybrid of owned, overlay and roaming netw orks across Tier 1 retail, commercial, leisure, hospitality, transportation and residential locations. The objective is to provide a fully integrated and seamless mobile broadband experience across all of these networks at affordable prices. Aligning with our core plan to be India s largest Wi -Fi Operator, O-Zone also provides its clients with value add services and solutions which use wireless broadband technology as the transport layer for high bandwidth applications and services. With a long term goal of rolling out more than 10,000 locations within the next four years, O-Zone expects its customers and visitors roaming on its network to benefit from reliable
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access to more than 500 high -speed wireless internet points in its first year. Also recently iPass Inc. (NASDAQ: IPAS) a global provider of services that unify the management of enterprise mobility and O -Zone Networks Pvt. Limited, have signed an agreement to add O-Zone's growing number of hotspot locations to the iPass leading Global Broadband roaming footprint. Recently launched, O -Zone is working in partnership with India's largest listed real estate developer, DLF, to bring Wi -Fi internet access to popular venues across the country and also has signed up as an exclusive Wi -Fi provider at all Cafe Coffee Day locations across India. Ozone also currently has some of the major Airports and Railway stations in the pipeline which has been a part of Ozone s go to market plan since day one. O-Zone Networks was founded by Sanjeev (Bobby) Sarin who is an international executive with 20 years of experience in the Telecommunications sector across Europe, North America and Asia. Bobby s most recent role was the Group Operating Officer of The Cloud, the largest WIFI Broadband mobile operator in Europe where he was responsible for sales, markets, products, strategy, operations, IT & Marketing. He was also a member of the board and managed the investors, journalists, fund raising and external communications. O-Zone Networks is backed by Access Industries which is a privately-held, U.S.-based industrial group with long -term holdings worldwide. Its industrial focus spans three sectors: Natural Resources and Chemicals, Media and Telecommunications, and Real Estate. The

combined revenue of the businesses in which Access has major investments exceeds $100 billion. Access s holdings in the media space range from wireless communications and production services to broadcast media and entertainment licensing ventures.

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OUR JOB IN O-ZONE

Daily we meet with many of the clients (Owners, managers of Outlets) and deliver presentations and also check their awareness of Wi-Fi and also check whether they are aware of O-Zone Networks and we keep a note of all the clients for futher follow ups. Thus by knowing client well, we design plans accordingly for business deal . If the client is not interested we will note down the reasons behind it and at the end we check how aware he is with O-Zone Wi-Fi. Apart from this we are also taking feedback of customers who are already using our services. We prepared our report by taking our customers feedback weather they are satisfied with our services and how o -zone can improve their service.

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Objective
Driving after Sales excellence

Project
In the current market environment, the after Sales sector represents one of the few remaining opportunities to generate substantial operating profits. Given the structural complexity of After Sales and today s fast changing business situation how should an After Sales company know where to focus on?

After Sales excellence framework combines the definition of After Sales excellence with a high performance model which is able to boost After Sales performance towards excellence. With this framework the following questions can be answered:

1)

How can After Sales excellence be measured?

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O-zone network pvt ltd.

2) How can After Sales excellence be measured?

There already is a variety of measurement systems available on the market, but very rarely do companies really know how they compare. Moreover, excellence needs to be measured not only against direct peers, but also against companies with a different value chain setup . This is why our after sales excellence assessment is based on a modular approach with four different categories.

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The company can move towards future sales which shows that the company care about not only their customers, but their potential customers. This can be done by appointing special after sales teams to take regular feedback so the relationship between the company and customer will become stronger and this will spread positive word of mouth in the market which will increase the future sales of the company. Contact your customers on regular basis about company services to make them loyal, who keep coming back for more and also bring new customers for the company.

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3) What are the levers driving After Sales excellence?

When the current After Sales performance has been analyzed, identification and selection of appropriate measures are the next logical steps. After Sales excellence mo -del contains relevant state-of-the-art benchmark levers including description, reference data as well as their allocation to the widely accepted High Performance Business Model (see figure 2).

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Suggestion
 Special team should be provided for after sales services, who look after the customers and take time to time feedback.  There should be 24X7 helpline service which will help customers to get aid on time for their problems.  Company can provide an attractive offers to customer for the reference of new customer e.g.  Giving 500 cards free for few month instead of 200.  For fixed plan customers get few month subscription .  For Rev share, customers can take 100% revenue for few months.

 The offer should be variable for e.g.  For 2 converted reference 3 months subscription free.  For 5 converted reference- 6 months

Recommdation
O-zone is needed to create a buzz in the market so that people become aware of the product which helps in branding of the company and products.

 Awareness programs should be organized in malls and apartments which people can get aware of the company . Costing- In Central mall, Jayanagar the rent for the place is 15000 rs on week days and 50000 rs on weekends. this program can be hosted by the intern candidates to optimize cost.

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