2. Arslan Dawood ( MBA – Superior University Lahore )
Hammad Ali ( MBA – Superior University Lahore )
Usman Karim ( BBA – Superior University Lahore )
Mohsin Rasheed ( MBA – University Of Central Punjab )
Nida Naveed ( MA – Punjab University )
Maria Naseer ( BS – LUMS )
Team Members
3. Introduction Of Nestle
March Survey
Facebook Promotion
Welcome Calls
IVR
Inbound Calls
Distribution
Suggestions
Question n Answer Session
Outline Of Presentation
4. About Nestle Waters
Pakistan is the proud birth place of the NESTLÉ PURE LIFE
brand ,it was first launched in 1998.
Today, NESTLÉ PURE LIFE takes pride in being the world’s
most popular bottled water brand.
The NESTLÉ PURE LIFE brand is now one of NESTLÉ’s
billionaire global brands, Present in 30 countries spanning
5 continents.
5. To be a leading, competitive, Nutrition, Health
and Wellness Company delivering improved
shareholder value by being a preferred
corporate citizen, preferred employer,
preferred supplier selling preferred products.
Nestle Vision
6. March 2014 Survey
Facebook Promotion
IVR
Welcome Calls
Inbound Calls
List Of Tasks
7. A Statistical Survey is a scientific process of
collection of numerical data.
Face-to-face survey , email, phone call ,
questionnaire
Provide all kind of Public information and
opinion to improve the services
Survey
8. March 2014 survey was done through outbound calls
Demographically Segmented
Khi / Lhr / ISB / RWL / FSD / HYD / Gujranwala
Total Sample 2050
It was completed in May 2014
March 2o14 Survey
9. Q1: Who receive the water at your home?
Self
Others
Don’t know
Q2: Did you call at Nestle (UAN) number last month?
Yes
No
Don’t know
Q3: Was your call connected in CSD in one go?
Yes
No
Don’t know
Q4: Did you get proper response of your concern?
Yes
No
Don’t know
Survey Questionnaire
10. Q5: Did you receive water regularly last month on designated day?
Yes
No
Mostly
Q6: Did you get delivery receipt?
Yes
No
Don’t know
Q7: Do you get clean bottles?
Yes
No
Don’t know
Survey Questionnaire
14. Graphical Representation
( Metropolitan Cities )
LHE, 62%
KHI, 71%
ISL, 66%
56%
58%
60%
62%
64%
66%
68%
70%
72%
Q1: Who receive the water at
your home?
LHE
KHI
ISL
LHE, 14%
KHI, 19%
ISB, 21%
0%
5%
10%
15%
20%
25%
Q2: Did you call at Nestle (UAN)
number last month?
LHE
KHI
ISB
15. LHE, 78%
KHI, 69%
ISB, 60%
0%
10%
20%
30%
40%
50%
60%
70%
80%
90%
Q3: Was your call connected in
CSD in one go?
LHE
KHI
ISB
LHE, 76% KHI, 76%
ISB, 68%
64%
66%
68%
70%
72%
74%
76%
78%
Q4: Did you get proper response of
your concern?
LHE
KHI
ISB
LHE, 97%
KHI, 95%
ISB, 89%
84%
86%
88%
90%
92%
94%
96%
98%
Q5: Did you receive water regularly
last month on designated day?
LHE
KHI
ISB
LHE, 72%
KHI, 46% ISB, 42%
0%
20%
40%
60%
80%
Q6: Did you get delivery receipt?
LHE
KHI
ISB
18. Promotion refers to raising customer awareness of a
product or brand, generating sales, and creating
brand loyalty.
Promotion Objectives:
To present information to consumers as well as others.
To increase demand
To differentiate a product
Promotion
19. 2 Filled Water bottles with free tap n
Stand for Rs.700
Refill Charges Rs.180
Only for Residential Customers
Promo Application was available at
Facebook page
https://www.facebook.com/PureLifePak
istan
Facebook Promotion
20. Outgoing call on order request
Verification of Customer’s Initial information
Ask if he is new/ already / commercial customer
Provide details of Promotion
If customer fulfill term n conditions then ask for
further detail for acc.
Send the Details to sales representative for
further proceedings
Steps for Facebook Follow-up
22. In setting the stage for great customer
service, the Welcome Call is a positive first
impression.
The primary goal is to welcome the
customer as they are now a part of –
giving them a sense of belonging.
Welcome Calls
23. Introduce yourself to customer
Inform the customer about account opening
Verification of customers data
Name, Address , Contact No.
Inform customer about account no.
Provide UAN to customer
Thank the customer at the end
SOP for Welcome Calls
24. The basic purpose of customer services
department is to receive the inbound
calls from the customers.
listen to the queries and complaints of
the customer and assure the customer
will get proper response against his/her
complaints.
Inbound Calls
25. Answer within few rings
Introduce yourself and company
Listen to the customer carefully
Ask open ended questions to figure the exact
problems
Apologies customer for inconvenience
Provide Best Solutions
Keep Promises
Close conversation by thanking customer
Steps of inbound Calls
26. The movement of goods and
services from the source through
a distribution channel, right up to
the final customer, consumer,
or user, and the movement
of payment in the opposite
direction, right up to
the original producer or supplier.
Distribution
28. Services provided by the distributor to the retailers
They act as the retailers 'buying agent' and saves
them from the trouble of searching out and
assembling goods from several manufacturers.
They inform the retailers about the new products,
its uses and changes in their prices. They also assist
the retailers in advertising and selling of the
products.
They also give low rate bottles to the retailer.
Distribution
29. Services provided by the distributor to the end users
Free home delivery
Extra water request
Cash on delivery
Dispenser
Tap& stand
Distribution
30. Interactive voice response (IVR) is a
technology that allows a computer to
interact with humans through the use of
voice and DTMF tones input via keypad.
Nestle Pure Life (NPL) customer service
center is open from 8:30a.m till 7p.m and
8:30a.m till 5p.m (Ramazan timing).
Interactive Voice Response
31. WHEN CUSTOMER CLOSES AT 7PM. IVR IS AUTOMATICALLY
ACTIVATED
CUSTOMER CALLS ON CS NUMBER 111-123-333
CUSTOMER IS GREETED BY AUTOMATIC OPERATOR AND
ASKEDTO RECORD A MESSAGE
CUSTOMER RECORDS THE MESSAGE
NEXT DAY ALL THE MESSAGES THAT ARE RECORDED ARE
RETRIEVED BY CS REP
AFTER 10AM CS STARTS TO CALLBACK CUSTOMERS WHO
HAD RECORDED THEIR MESSAGE
CS REP TALKS TO THE CUSTOMER AND ENTERS THE
REASON IN HIS SHEET AND CHECKS IN RMA
Standard Operating Procedures for
IVR Calls
32.
33. IVR is very effective and cost effective. Most of the
people who call are not familiar with the concept of
message recording over the phone and IVR. This is
proven by the fact that above 80% of the calls
received are blank calls.
And on follow-up, usually it is seen that customer
have already called in and registered their complaint
with CS representation. As they believe no one listens
to IVR and no action will be taken.
Findings About IVR
35. Findings About IVR
No water
delivery, 49%
call back
required,
11.19%
new account,
12.17%
want water
supply , 7.79%
other calls ,
19.85%
0%
10%
20%
30%
40%
50%
60%
IVR MESSAGES
No water delivery call back required new account
want water supply other calls
36. Survey:
Sequence of the Question
filtering customers who have critical complains pending
Promotion:
Adding address column in sign up on Facebook.
Accurate and detailed information should be given on
Facebook
Each rep had to waste 11.5 hours of constant dialing
because of incomplete information given on
Facebook.
Contact within time frame
Suggestions
37. Customer service center
Adding automated complaint center.
Dial 1 for no water , 2 for extra water etc
Customer service office shape
I shape instead of L
Welcome Calls
Text Messaging service for verification
Suggestions
38. IVR calls:
Check RMA if complaint already enter then just send
text that customer that his/her complaint already
forwarded
Customer Complaints
Certain target should be determined to handle the
complaint and satisfy the customer on daily basis, and
report it to Area Sales Manager
Suggestions
39. Distribution
Resolve the Conflicts as quickly as possible
Introduce stands in every fleet for unload
the bottles.
3-4 Bottles can be easily moved to door steps
Reduce the Risk of Leakage of Bottles
Suggestions
40. Thank You for Your Patience
Feel Free to Ask Any questions
Question n Answer Session
