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My Airtel App

The my airtel app allows users to access and manage their Airtel services like checking usage, making payments, recharging, activating or deactivating services, and raising complaints across mobile, digital TV, broadband and 3G/4G using their iOS, Android, Blackberry or Java devices. It provides a more convenient alternative to Airtel's website, USSD codes, or calling their call center by offering an improved user interface and experience. This could help reduce call center volumes and increase customer retention by making it easier for customers to manage their Airtel accounts. However, the app may only be used a few times per month so it needs to differentiate itself and change customer habits to get more regular

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Vivek Azad
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487 views4 pages

My Airtel App

The my airtel app allows users to access and manage their Airtel services like checking usage, making payments, recharging, activating or deactivating services, and raising complaints across mobile, digital TV, broadband and 3G/4G using their iOS, Android, Blackberry or Java devices. It provides a more convenient alternative to Airtel's website, USSD codes, or calling their call center by offering an improved user interface and experience. This could help reduce call center volumes and increase customer retention by making it easier for customers to manage their Airtel accounts. However, the app may only be used a few times per month so it needs to differentiate itself and change customer habits to get more regular

Uploaded by

Vivek Azad
Copyright
© Attribution Non-Commercial (BY-NC)
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as PDF, TXT or read online on Scribd
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2012

my airtel app

airtel iCreate 2012

Introduction
my airtel App is Indias first comprehensive telco app available for download for iOS, Android, Blackberry and Java users (covering more than 80% of the smartphone market in the country) on the respective app stores and on airtel.in/myairtel. The app lets a user carry out a host of most popular actions (check usage, make payments, recharge, activate and deactivate services, raise complaints and much more) across all airtel services mobile, digital TV, broadband services, 3G/4G and airtel money.

Industry Background
The internet penetration on the mobile is increasing as shown below. This application is targeted at these users who use internet on the go.

airtel iCreate 2012

Key India Facts on apps:


77 per cent of people in India have up to 30 apps on their smartphone, with men more likely to download an app (93 per cent) vs. women (87 per cent) The most popular apps to download are music (41 per cent), social networking (41 per cent), business (27 per cent), photo/ personalization (22 per cent) and games (22 per cent) ours is a utility app The most popular apps people actually use are social networking (40 per cent), music (36 per cent), business (28 per cent), utilities (21 per cent), games (21 per cent) Women (43 per cent) are more into social networking than men (38 per cent) The majority of 18-24 year olds download and use social networking apps 58 per cent of people like to download apps because they know theyll benefit their life, 48 per cent of Indians think its important to have the most recent technology and applications and 34 per cent feel they need to be able to download the latest music releases Most Smartphone users frequently rely on apps throughout the day (48 per cent) while a further 22 per cent log on and use them two or three times a week 31 per cent of people use their apps at home while 29 per cent use them while commuting to and from work 17 per cent of Indians only download the free apps available for their phone via sites such as store.ovi.com

airtel iCreate 2012

Benefits of the App


For the customer: The user today has to either call the call centre / USSD / IVR or go to a large screen & log in to self-care to interact with airtel. The user experience in both the places leaves much to be desired (website UI is complex, CC has wait times, USSD & IVR are limited mediums dont have all functionalities). Registration process for the web self-care is a major irritant as well. For airtel: Will help in call deflection at the call centres as people will shift to self care on the app due to improved user experience. This superior user experience is expected to become a differentiator w.r.t. to the competition and help in retention by making it easier for the customer to interact with airtel, at least as far as the most often used services are concerned.

The Business Case:


Fundamentally, my airtel is a functional app, which will not be used by most people for perhaps more than twice a month. The website (including a mobile website m.airtel.in) is a good alternative for people to carry out these actions rather than download just another app. Given the plethora of apps available for smartphones, how should airtel differentiate this app to increase downloads, and change habits so that people carry out their transactions on the app like raise a complaint on the app instead of calling 121 or pay monthly bills through the app.

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