1. Marriages are made in
Heaven,
But arranged on…

2. The World’s Largest Matrimonial Service

3. Company Profile
 Over 12 offices in India
 2 International Offices
 170 Shaadi.com Centres in India

4. We will be covering…
Indian Matrimonial Services
Online Offline

5. Marketing Mix

6. Product
 Search profiles of prospect brides and grooms either on
internet or by visiting its offline centers
 Express your interest, chat, email and call members
 Profile Verification services like Shaadi SEAL
 Search and contact members on mobile using sms, wap site,
mobile application and IVR

7. Product
 Personalised services for match-making
 Online Astrology services like horoscope matching
- A relationship and wedding portal guide
- Online wedding directory services
- eShop for your wedding

11. Price
Membership Price Duration Benefit
Free - Unlimited No Email, chat or phone numbers
Gold Rs. 2,201 3 months Email, chat, 40 phone nos.
Diamond Rs. 3,301 6 months Email, chat, 90 phone nos.
Platinum Rs. 4,801 12 months Email, chat, 200 phone nos.
Sapphire Rs. 15,001 3 months Personalized Matchmaking services

12. Place
 Online access from anywhere across the globe
 Access using mobile phones (SMS, wap site and IVR)
 170 offline centres across India

13. Promotions
 Online marketing across portals like rediff, yahoo, msn etc.
 Hosting events like Swayamvars and Speed Dating Events
 Tie-ups with Star Vivaah and movies like METRO
 Wedding Expos atleast once a year

14. Promotions
 Festive promotions, offers and discounts

15. People
 Over 500 employees across the globe
 1.41 crore members
 Over 8,22,073 successful matches till date
 Visitors but not members

16. Process
 Standard process of operation
 ISO 9001:2000 certified
 Verisign Secured and TRUSTe Certified payment mechanisms
 Free home collection of cheque / demand draft in 65 cities in
India

17. Physical Evidence
 Shaadi.com centre offices across the country
 Offline payment centres such as Head Post Office, Axis Bank and
HughesNet Fusion centers

18. Gap Analysis

19. Gap Model of Service Quality
Customer Gap

20. Services Marketing

21. Service Attributes
Musts
Satisfiers
Delighters
 Musts
– Profiles with photos (both genders)
– Religions, regions, communities
– Education, professional details
– Search and contact facility
 Satisfiers
– Email, chat, profile verification
– Regular updates on activities
 Delighters
– SMS and email Alerts
– Offers and discounts
– Prompt response to queries

22. Services Marketing Triangle

23. Services Marketing Triangle
 External Marketing
– Online marketing campaigns
– Offers, promotions and discounts
– Offline promotions eg. Outdoors
– Wedding Expos
– Events like Swayamvars and Speed Dating
– Newsletters

24. Services Marketing Triangle
 Internal Marketing
– Training programs
– Knowledge sharing sessions
– Roadmap meeting
 Interactive Marketing
– CRM via emails, phone and online chat
– Telecalling activities
– Personalized service at Shaadi.com Centers

25. Consumer Decision Making & Evaluation
Need to get married
• Online search (matrimonial websites)
• Offline search (marriage bureau,
friends, relatives)
Select multiple
channels of search
(websites, bureaus,
friends)
Purchase
Membership(s)
Monitor responses from channels

26. Self Service Technologies
 Register, create profile, search and contact members on the
internet and mobile site
 Search using SMS and IVR
 Automated request for photos, contact number, profile
verification to other members
 24x7 customer service on call and live chat
 Online web tutorials

27. Channels for Service Distribution
 Internet
 Mobile
 TV (Dish TV)
 Offline Shaadi.com Centers (Retail)

28. Role of Culture
 Homepages, emailers and promotions designed as per
community and region
 Festive offers to targeted communities
 Astro details, Gothra, Manglik etc for select communites

29. Customer Relationships

30. Customer Relationships
 24x7 Live Help
 Help through emails, chat and phone
 Toll Free number from anywhere in India
 Local help call number in major cities in India and
internationally (UK, USA, UAE & Pakistan)
 Response within 24 hours

31. Zone of Tolerance
 CRM turnover time – 24 hours
– Profile activation, photo upload
• Adequate = 12 hrs & Desired = 24 hrs; Tolerance = 12 hrs
– Reply to queries on email
• Adequate = 24 hrs & Desired = 48 hrs; Tolerance = 24 hrs

32. Service Quality Dimensions
 Reliability
– wide variety of profiles across communities and countries
 Responsiveness
– On payment activation, instant access to contact hundreds of members
 Assurance
– Safety, privacy and security features
 Empathy
– Useful tips and guidelines to find your match
 Tangibility
– Personalized services at Shaadi.com Centers

33. Customer Pyramid
Least Profitable
customers
Most Profitable
customers
Platinum
Members
Diamond
Members
Gold Members
Free Members
Sapphire
Members
Most Effort
Least Effort

34. Retention Strategy
 Financial Bond - at the expiry of membership
– 5% discount on Gold Membership
– 10% discount on Diamond Membership
– 15% discount on Platinum Membership
 Social Bond – at the deletion of profile
– Subscribe to ShaadiTimes newsletter
– Opt-in to Astrology services by Astrolife.com

35. MR Program
 Customer Satisfaction Survey – every 6 months
 MIS reports to understand the user and usage pattern
 Feedback form to every query response given by the CRO

36. Types of Complainers
 Passives
– Encounter a problem but do not report it
 Voicers
– Report the problem via email, phone or live chat
 Irates
– Continuously call up the CRM and follow up
 Activists
– Talk to the CRM-Head or write to the CMD about the problem

37. Service Guarantee
Unconditional Guarantee - 100% money back
If you do not have at least 1 accepted member in the first month, we
Will refund your entire Premium Membership fee - No Questions Asked!

38. Service Development

39. New Service Development Process
Example: Photo Uploader Tool

40. New Service Strategy Matrix
Offerings Markets
Current Customers New Customers
Existing Service Sales Promotions, Offers,
Discounts
Online Marketing,
SEO, SEM
New Service Shaadipages.com
Shaadi Sapphire
Makaan.com

41. Boundary Spanners
 Customer Relationship Officers
 Shaadi.com Center Representatives
 Cheque / DD pickup boys

42. Enhancing Customer Participation
 Refer a friend to Shaadi.com
 Forward profile to a friend
 Surveys and Polls
 Submit Success Stories and get Gift vouchers

43. Problem 1
 High Membership Rates
 Low usage of personalized services

44. Action Plan
 Price the memberships slightly less or at par with the
competition
 Include as many premium services within each membership
package
 More contact numbers per package
 Free gifts and incentives with every package
 Slightly higher discount rates than what competition Offers in
addition to extra days of membership
 Personalized service for initial few days
 Wave off taxes

45. Example
Membership Price Duration Benefit Personalized
Service
Free
eCoupon
Renewal
Benefit
Gold Rs.
1950
3 months 40 Nos.
+
3 xtra days
- Rs. 100 10% OFF
Diamond Rs.
3301
6 months 90 Nos.
+
7 xtra days
3 days Rs. 250 15% OFF
Platinum Rs.
4801
12
months
200 Nos.
+
15 xtra days
7 days Rs. 500 20% OFF
Sapphire Rs.
9,999
3 months 40 Nos.
+
25 xtra days
90 days Rs. 1000 25% OFF
Compared Memberships with BharatMatrimony.com

46. Expected Result
 More paid members on the site
 More traffic on site and hence more usage of services
 Lead to more successful matches
 Increase in overall revenue
 Make the brand more stronger
 Lead to more new members and registrations

47. Problem 2
• Integration of

48. Action Plan
Integration with
 Shaaditimes Newsletters sent to members on a weekly basis
 Articles, Expert Advice, post marriage counseling, eStory etc.
 ShaadiDirectory service to members who delete their profile
or have found a match
 Cross-selling ShaadiShop at various events such as:
 Festivals and occasions
 Sending gifts to your accepted members
 Free eCoupon on finding a match
 Free eCoupon on purchasing Paid Membership

49. Action Plan
Integration with
 Monthly Shaadi.com Magazine to Paid members including
 Articles, Expert Advice, reviews, eStory etc.
 ShaadiDirectory catalogues to members who visit the centres
 Includes names and contact numbers of local wedding planners,
venues, caterers, florists, jewelry shops, beauty parlors etc.
 ShaadiShop eCoupons to visiting members:
 Rs 100 eCoupon to Gold Members
 Rs 250 eCoupon to Diamond Members
 Rs 500 eCoupons to Platinum Members
 Rs 1000 eCoupon to Sapphire Members

50. Expected Result
 All the 3 services will be pushed to the users at regular
intervals. Hence, more brand exposure
 Weekly newsletters and monthly magazines improves
readership of ShaadiTimes.com
 Increase usage of ShaadiDirectory services, lead to more
vendors on site, leading to more revenue
 Increase the number of transactions on ShaadiShop and add
to the revenue stream

51. Thank You