Presentation - Nestle Internship Report
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Transcript of Presentation - Nestle Internship Report
Nestle Internship Report
16 May – 11 July 2014
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
Introduction Of Nestle March Survey Facebook Promotion Welcome Calls IVR Inbound Calls Distribution Suggestions Question n Answer Session
Outline Of Presentation
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.
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
March 2014 Survey Facebook Promotion IVR Welcome Calls Inbound Calls
List Of Tasks
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
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
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
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
Lahore
Total calls 600 PercentagesQ.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K
1 374 226 0 600 62% 38% 0%2 84 516 0 600 14% 86% 0%3 67 19 0 86 78% 22% 0%4 65 21 0 86 76% 24% 0%5 364 10 0 374 97% 3% 0%6 269 105 0 374 72% 28% 0%7 302 72 0 374 81% 19% 0%
Karachi Total calls 900 PercentagesQ.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K
1 640 260 0 900 71% 29% 0%2 175 720 5 900 19% 80% 1%3 120 55 0 175 69% 31% 0%4 133 42 0 175 76% 24% 0%5 610 30 0 640 95% 5% 0%6 296 344 0 640 46% 54% 0%7 498 142 0 640 78% 22% 0%
Islamabad Total calls 300 Percentages
Q.NO
YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K
1 198 102 0 300 66% 34% 0%2 62 238 0 300 21% 79% 0%3 37 25 0 62 60% 40% 0%4 42 20 0 62 68% 32% 0%5 176 22 0 198 89% 11% 0%6 84 114 0 198 42% 58% 0%7 146 52 0 198 74% 26% 0%
Hyderabad
Total calls
50 Percentages
Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K1 37 13 0 50 74% 26% 0%2 11 39 0 50 22% 78% 0%3 5 6 0 11 45% 55% 0%4 5 6 0 11 45% 55% 0%5 31 6 0 37 84% 16% 0%6 15 22 0 37 41% 59% 0%7 20 17 0 37 54% 46% 0%
Gujranwala Total calls 10
0Percentages
Q.NO YES/SELFNO/
OTHERD.K
YES/SELF
NO/OTHER
D.K
1 86 14 0100 86% 14%
0%
2 21 79 0100 21% 79%
0%
3 21 0 0 21 100% 0%0%
4 19 2 0 21 90% 10%0%
5 74 12 0 86 86% 14%0%
6 41 45 0 86 48% 52%0%
7 63 23 0 86 73% 27%0%
FaisalabadTotal calls 100 Percentages
Q.NO YES/SELF NO/OTHER D.K YES/SELF NO/OTHER D.K1 71 29 0 100 71% 29% 0%2 31 69 0 100 31% 69% 0%3 21 10 0 31 68% 32% 0%4 24 7 0 31 77% 23% 0%5 65 6 0 71 92% 8% 0%6 32 39 0 71 45% 55% 0%7 63 8 0 71 89% 11% 0%
Graphical Representation( Metropolitan Cities )
Q1: Who receive the water at your home?
56%
58%
60%
62%
64%
66%
68%
70%
72%
LHE; 62%
KHI; 71%
ISL; 66%
LHEKHIISL
Q2: Did you call at Nestle (UAN) number
last month?
0%
5%
10%
15%
20%
25%
LHE; 14%
KHI; 19%ISB; 21%
LHEKHIISB
Q3: Was your call connected in CSD in
one go?
0%
20%
40%
60%
80% LHE; 78%KHI; 69%
ISB; 60%
LHEKHIISB
Q4: Did you get proper response of your concern?
64%
68%
72%
76%
LHE; 76%
KHI; 76%
ISB; 68%
LHEKHIISB
Q5: Did you receive water regularly last month on
designated day?
84%
88%
92%
96%
LHE; 97% KHI;
95%
ISB; 89% LHE
KHIISB
Q6: Did you get delivery receipt?
0%
20%
40%
60%
80%LHE; 72%
KHI; 46%
ISB; 42%
LHEKHIISB
Overall Results
Total calls 205
0
Percentages
Q.NO YES/SELF NO/OTHERD.K
YES/SELF
NO/OTHER D.K
1 1406 644 0205
0 69% 31% 0%
2 384 1661 0205
0 19% 81% 0%
3 271 115 0 386 70% 30% 0%
4 288 98 0 386 86% 13% 0%
5 1320 86 0140
6 94% 6% 0%
6 737 669 0140
6 52% 48% 0%
7 1092 314 0140
6 78% 22% 0%
Overall Result
Graphical Representation
1 2 3 4 5 6 70%
10%
20%
30%
40%
50%
60%
70%
80%
90%
100%
69%
19%
70%
86%
94%
52%
78%
31%
81%
30%
13%6%
48%
22%
YES/SELFNO/OTHER
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
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/PureLi
fePakistan
Facebook Promotion
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
Promo Results
not c
onne
cted
143
0
not-in
tere
sted
255
new cut
omer
126
3
no g
o ar
ea 4
4
alre
ady
cust
omer
205
one
time
use
only
288
0
400
800
1200
1600
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
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
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
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
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
Channel Flow
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
Services provided by the distributor to the end users
Free home delivery Extra water request Cash on delivery Dispenser Tap& stand
Distribution
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
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
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
Findings About IVR
TOTAL IVR CALLS0.00%
10.00%
20.00%
30.00%
40.00%
50.00%
60.00%
70.00%
80.00%blank calls ; 75.71%
calls con-taining
messages; 24.29%
blank calls calls containing messages
Total Calls : 6767
Findings About IVR
IVR MESSAGES0%
10%
20%
30%
40%
50%
60%
No water deliv-ery; 49%
call back re-
quired; 11.19%
new ac-
count; 12.17%
want water
supply ; 7.79%
other calls ;
19.85%
No water delivery call back requirednew account want water supply other calls
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
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
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
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
Thank You for Your Patience
Feel Free to Ask Any questions
Question n Answer Session