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Case Study On Airtel

1) Airtel is a leading cellular brand in India owned by Bharti Enterprises, one of India's largest private telecom companies. In 2004, Bharti had a presence in 17 of India's 23 telecom regions and over 1 million customers. Its mission focused on delighting customers through good customer service, empowered employees, innovative services, and cost efficiency. 2) Domino's and Pizza Hut entered the Indian market in 1996. Both chains claimed to have the original pizza recipe and tried to create brand loyalty. They worked to customize recipes to Indian tastes. Domino's differentiated recipes by region and delivered pizza within 30 minutes. It also made ordering easier nationwide through a single toll-free number

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562 views1 page

Case Study On Airtel

1) Airtel is a leading cellular brand in India owned by Bharti Enterprises, one of India's largest private telecom companies. In 2004, Bharti had a presence in 17 of India's 23 telecom regions and over 1 million customers. Its mission focused on delighting customers through good customer service, empowered employees, innovative services, and cost efficiency. 2) Domino's and Pizza Hut entered the Indian market in 1996. Both chains claimed to have the original pizza recipe and tried to create brand loyalty. They worked to customize recipes to Indian tastes. Domino's differentiated recipes by region and delivered pizza within 30 minutes. It also made ordering easier nationwide through a single toll-free number

Uploaded by

Lucky Chougale
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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Download as DOCX, PDF, TXT or read online on Scribd
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1) Airtel, the leading cellular brand, is a product of Bharti Cellular Limited - a part of the biggest

private integrated telecom conglomerate, Bharti Enterprises. In 2004, Bharti had a presence in 17 of
the 23 telecom circles in India and a customer base of over one million. Apart from these, it also
offered fixed-line services in five circles.
Its mission statement included "delighting customers" by "customer service focus, empowered
employees, innovative services, and cost efficiency" and this went a long way in helping it to establish
itself in the market.
Over the years, Bharti undertook extensive customer research and used various technological tools as
well as promotion schemes to retain customers and offer value- added customer services...
Questions for Discussion:
1. Technology plays an important role in customer-centric organizations. How has Airtel increased the
quality of customer service through technology?
2. Amidst stiff competition from local and international players, Airtel has managed to continuously be
in the limelight. Discuss the various strategies Airtel has adopted time and again to improve customer
relations.

2) Domino's and Pizza Hut, the two big US fast food chains entered India in 1996. Each
claimed it had the original recipe as the Italians first wrote it and was trying desperately to
create brand loyalty. Domino's and Pizza Hut - tried to grab as large a slice of the pizza pie
as possible.
While Pizza Hut relied on its USP of "dining experience", Domino's USP was a 30-minute
delivery frame. To penetrate the market, both the players redefined their recipes to suit the
Indian tastes. Domino's went a step ahead by differentiating regions and applying the tastefactor accordingly. Domino's also made ordering simpler through a single toll-free number
throughout the country. Domino's and Pizza Hut expanded their market ever since they
entered India. Domino's had grown from one outlet in 1996, to 101 outlets in April 2001
(currently 600). Pizza Hut too, which began with just a single outlet in 1996 had 19 outlets
in 2001 & 131 in 2014.

Background
Domino's entered India in 1996 through a franchise agreement with Vam Bhartia Corp. The
first outlet was opened in Delhi. With the overwhelming success of the first outlet, the
company opened another outlet in Delhi. By 2000, Domino's had a presence in all the major
cities and towns in India. Pizza Hut entered India in June 1996 with its first outlet in Delhi.

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