NIIT GIS Limited (Esri India)

Customer Loyalty Program 2012-2013

 Presented by Group No – 2

 WMP7104 MOITRAYEE MAJUMDAR

 WMP7105 NITIN KUMAR TONK
 WMP7118 RAJESH JOSHI
 WMP7132 TUSHAR BHATNAGAR
 WMP7135 VIBHOR GARG
 A Brief Company Introduction

 NIIT GIS LTD established in 1996. NIIT GIS made a joint venture with
Esri Inc., USA
 NIIT GIS LTD plays two important roles:
 The Distributor of ESRI products
 Offering a wide range of GIS Applications and Solutions not only in
India but across the globe
Core Competence
Product Offering
 Municipal GIS

Solutions Offerings Disaster management

Defense GIS solution
Power GIS
Planning GIS
Land records GIS

Aviation GIS
Ground Survey-based Mapping
Services Utility GIS
Image-based Mapping GIS Applications for Oil
Solutions and Gas
Logistics GIS
GIS Applications on
Web and Wireless
Systems
3-D GIS solutions
Why a Loyalty program required?

 Chairman’s quality club (CQC): This club is running by NIIT GIS members. This year the
project has been taken to “enhance the GIS software services to the customers”

What are the areas where we need improvement?

• Focus more on time deliverables of the upgrades and updates on time without asking

• Conduct orientation session on the new features

• At least once in a fortnight visit the organization and get in touch with the scientist and help
them on the technology

• Focus main on the Indian pricing structure and introduce good aggressive pricing to tab the
Indian GIS market

• Conduct more of technology workshops and productivity workshop

• Increase the customer engagement technically and commercially which leads in mutually
beneficial relationship

• For Basic GIS activities - like digitization, mapping and querying there could still have been
lighter weight software product/some customized product.
 We are in B2G
NUIS

RGI JNNURM

ICRIS RAPDRP

WRIS CCTNS

NDMA NHAI
NREGA

Govt. Schemes
Net Promoter's Score (NPS)

NPS Total Average

Promoters 13 0.40625
Out of 32 customers,
13 are promoters
and 19 are detractors
Detractors 19 0.59375

NPS -0.1875
 Loyalty Program

Reinstatement fees waiver

Upgradation of products
Extended warranty and
hence retention
Expansion of product basket
& introduce new product in the
market

 Lead Generated 40-50

Over all growth increases
from (8% to 10%)
Added Features
 Our Loyalty Program type

It’s a combination of two

 Appreciations: Giving customers more of a company's product/service.

 Affinity: Building a lifetime value relationship with a customer based on
mutual interests and not on the use of rewards.
Thank You