Brief on process flow in project
Udaan
Brief overview of this document
Project Udaan was designed to improve the sales of broadband and landline for BSNL
It centres around the following key elements
• Capturing the leads in a transparent manner
• Creation of sales teams that reaches out to customers and engages in active sales
• Monitoring of each lead in the system to ensure timely delivery
Wings, a software application, developed to aid the key processes of Udaan
This document captures the basic process flow in project Udaan; however, the process are
evolving with roll-outs
• For complete understanding of the process flow, on the ground (at roll-out locations) visit and
understanding of Wings is required
1
Team structure in Project Udaan at Circle level
Head Office
Circle + SSA
Project Champion
Project Sponsor
Director – CFA
Project Champion
Dedicated DGM
stationed at circle but
reporting at HO
• CGM Circle
Project Head
• GM (Sales - CFA)
• + 1 SDE/JTOs for
every 4-5 SSA
Project Head
• SSA head
GM (Broadband)
existing
Project Manager –
Products & Mktg
• 3 DGMs
Roll-out
managers
• 1 DGM @ circle
Project
Manager –
Sales & Mktg
• DGM / AGM
• DGM / AGM
Product & Mktg
team
Sales team
SD/SA team
• 2 SDE / JTO
• 8-12
SDE/JTO
team
leaders
• 6-7 people
per team
• 6-10
SDE/JTO
• All indoor
& outdoor
staff
• Mktg, sales &
product
innovation
• Support onground sales
• Coaches for
circle roll-out
• Project
management &
coordination
Project
Manager – IT
& MIS
• DGM / AGM
Project Manager
– SD/SA & CS
CS team
• ~3 DE /
SDE
• All
customer
facing
personnel
IT lead
• 1-2 SDE /
JTO IT
To be trained as Project Udaan "coaches"
2
Overall "Customer to Connection" flow in project Udaan
Customers
Customer Service
CSC
Confirmation
of lead
Delivery
acceptance
BB call
centre
Cnxn
requests
LL call
centre
CO
Sales Team
Leads &
disconnectio
n requests
Ensure
delivery
SMS
Online
Technical
acceptance
Service Delivery /
Service Assurance
(Network Operations)
Team
Internal system leads
Various process are discussed in further detail in the
following slides
3
6 detailed sales processes defined and detailed
1
New leads generation & banking
2
Collating & allocating leads
3
Customer contact
4
Feasibility check & confirmation
5
Raising Work Order (OB)
6
Sales closure
4
Sales process 1 – New leads generation and banking
Sales Associate
1
2
Get leads from field
visits & market
intelligence network
in area
Update team leader
with new lead details
every day over phone
/ meeting
3
Leads generated at other
sources like CSC, Call
Center, Web, etc. are
directly entered into the
system at the respective
source
4
Generate new lead in
system every day
basis sales associate
feedback
Maximise allocation
of leads generated by
sales associate to
same person
Sales Team Leader
5
New lead generation form
• Captures all
critical
customer
information
• Team
identification
not present –
only area
• Most fields
optional,
however
contact details
are must
6
Sales process 2 – allocating leads
Sales Associate
4
Log in to
account and
check the
leads
pending for
confirmation
2
3
Communicate new leads to
Sales Associates by
phone/SMS
If lead not from own
area, transfer to
other STL using tab
"Transfer Lead"
1
Allocate lead to
Sales Associate
using the tab "Allot
Lead"
Sales Team Leader
7
New leads generation status – online report
• Captures and displays all fields recorded at the time of lead generation
• Clicking the lead id gives further details such as convenient timings and additional
information
8
Sales process 3 – Customer contact
Sales Associate
1
2
Call and meet
customer and
estimate
requirements
5
3
Provide status of
contact establishment
on phone to Sales
Team Leader
4
If interested, immediately make
phone call to Sales Team Leader
and give product & plan details
Inform local network
operations team and
follow up on quick
feasibility
–Contacted or not ?
–Interested or not ?
6
Sales team leader to
immediately raise
feasibility check
request in system
Sales team leader to regularly
sample and check with
customers on experience with
sales associate
Sales Team Leader
9
Sales process 3 – customer contact
Sales Associate
3
1
Call and meet
customer and
estimate
requirements
2
If confirmed,
immediately make
raise for feasibility to
respective SDE/JTO
using tab "Allot for
Feasibility"
Input status of
customer under
option
"Confirm/cancel lead"
4
6
Sales team leader to regularly
sample and check with
customers on experience with
sales associate
Inform concerned
SDE/JTO to revert
with feasibility as
soon as possible
Sales Team Leader
10
Sales process 4 – feasibility check & confirmation
Sales Associate
1
2
If feasibility is ok
confirm feasibility to
customer over phone.
These will appear in
the tab "Document
Collection"
4
Report to STL if
feasibility is not
ok. These will
appear in
"Leads not
feasible"
Collect documents
and payment for
raising final OB
and enter in tab
"Document
Collection"
3
Check on reason of
non feasibility and
escalate for
appropriate action
Sales Team Leader
11
Feasibility check report to be regularly checked for status
• Status of every
pending request
displayed
• Sales associate
can take update
from team leader
and follow up
locally or inform
customer if
required
• Status can also be
viewed by network
and cable teams
12
Sales process 5 – raising work order (OB)
Sales Associate
2
Go to nearest
CSC/CO and submit
documents &
payment & raise OB
1
Collect all documents
and payment from
customer
2
Submit papers and
payment to Sales
Team leader
3
Sales team leader to
consolidate all new
requests and raise OBs
through nearest CSC
4
Record OB number in tab
"OB/AN number"
Sales Team Leader
13
Generating a new connection OB
14
Sales process 6 – sale closure
Sales Associate
2
3
Sales Associate to pursue
respective SDE/JTO for
quick provisioning
1
Sales team leader to close
all completed OBs –
inform sales associate on
completion & closure
Sales associate to
contact customer and
check for satisfaction
4
Sales team leader to regularly
sample and check with
customers on experience with
sales associate
Sales Team Leader
15