A New Generation’s
Take on Life
6
Lakh+
Over 6 Lakh customers are already part of the ‘myPlan’ family
Brand Airtel on the go
Yes, that’s the prism through which we look at the
transformative power of communications. In a
country with a significant youth bulge (over 65% of
the population is 35 or under, and half the country’s
population is under 25 years of age) our strategy is
to continue to innovate for New India; and find the
courage to chase seemingly ‘off-the-wall’ ideas. We
believe that’s the fastest lane through which we can
get closer to aspirations, and create an experiential
world, our customers desire and deserve to live in.
myPlan Family
The first ever family share plan by an
Indian telecom operator with sharing
starting at ` 99 only. The entire family
can share data, voice and SMSes
and roaming benefits. This industry
first initiative gifts a unique power of
flexibility to the customer.
Growing the Wynk Family
Launched in 2014, Wynk Music today
is one of the most popular music apps
with over 10 Mn songs played daily.
On an average, active users spend
5.25 hours every month on the app,
ensuring high product quality in the
music and entertainment space.
To meet the growing demand for
quality content by smartphone users
on the go, the Wynk product portfolio
was expanded with the launch of
Wynk Movies and Wynk Games in
2015. Wynk Movies is a marketplace
for movies in partnership with five
content providers. It is an impressive
repository of some of the latest and
biggest blockbusters in Hindi, English
and regional Indian languages.
We expanded our content portfolio
with the launch of ‘Wynk Games’,
offering a library of over 2,000 global
and local games from across genres.
Wynk Games, bundled with Airtel data
packs, aims to enhance consumption
of this data category.
The carrier-agnostic and multi-device
compatible applications enable
customers to stream, download
and buy content at reasonable
prices. For our content partners,
these have become ideal platforms
to reach audiences and monetise
their services, while simultaneously
augmenting data consumption,
keeping us ahead of the curve.
Currently, Wynk services are available
only in the Indian sub-continent.
Going forward, we plan to expand
our services to international markets
through strategic partnerships to
establish leadership in emerging
markets.
Pre on Post
Pre on post is another industry first. A
person who has a corporate account
can simply do a prepaid data recharge
on the corporate number. Pre on
post is very simple; one can recharge
anywhere like a prepaid number with
no additional documentation required.
Over 100,000 customers have
endorsed this refreshing idea.
4G Rollout
We partnered with Flipkart and
Samsung to bundle 4G SIMs in the
4G handset boxes, an industry first.
Through these alliances, we were able
to cover SIM deliveries to roughly 70%
of the 4G smartphone buyers in the
country. This resulted in 20-25% of
the bundled SIMs getting activated,
despite going to non-Airtel customers
and also helped to accelerate the 4G
adoption process.
Transforming Retail Customer Experience
Over the last few years, the Airtel
Retail Stores have established
a unique relationship with our
customers. Our stores are fast
becoming the face of Airtel for our
retail customers. Currently, we have
approximately 3,000 stores, spanning
650 cities with approximately 8,000
Customer Relationship Officers
deployed to serve our customers.
These stores serve our postpaid and
prepaid customers, and have played
an instrumental role in postpaid
myPlan penetration.
~3,000
Airtel stores spread across 650 cities
8,000
Customer Relationship Officers
Going forward, we are implementing
world-class tools such as net promoter
scores, which will provide us better
insights about customer experience.
These insights, along with continuous
high-impact training across behaviour,
process and products, will better
equip our store staff in delighting our
customers.
Best-in-Class DTH Services
We are committed to provide
installation within four hours and
complaint resolution within six hours,
in line with our motto of being the
fastest to install and fastest to resolve
in the industry. In FY 2015-16, 95% of
our installation was completed within
four hours and 90% of our customer
complaints were resolved within six
hours. Additionally, we have launched
express service for our customers
wherein new connections will be
installed within two hours in top 26 cities to further enhance customer
on-boarding experience.
We constantly work on advancing
our technology to enable our
customers have a best-in-class and
seamless TV viewing experience.
We offer customised solutions
such as multi-lingual electronic
programme guide and universal
remote in the market, thereby
simplifying TV viewing for our
customers. We are also working on
a Hybrid STB, combining internet
with TV, with which our customers
will be able to access OTT content
through apps on TV.
12
Mn+
Customer base achieved by Airtel Digital TV within eight years of inception
15
Mn+
Users registered in 2015-16
Make in India Set-top Box
We have launched our indigenously
manufactured set-top boxes. The
Made in India set-top boxes are
available in HD to begin with and
soon all Airtel Digital TVs set-top
boxes will be manufactured in India. We are inspired to participate
in the Government’s Make in India
initiative, contributing to its growing
proliferation across sectors. The
launch also provides the much
needed impetus to build an
ecosystem that will drive indigenous
manufacturing of DTH set-top boxes,
supported by domestic production
capabilities and technical expertise.
Differentiated Banking Experience
Customers enjoyed the on-the-go
payments experience through our
prepaid wallet offering Airtel Money.
This service was delivered through the
Airtel Money app and Airtel Money
physical touch points.
With an aim to extend hassle-free
payments experience to customers,
Airtel Money app was completely
redesigned. Our focus was on
enabling easy registrations, fast cash
load and seamless experience for
customers.
5
Mn+
App registrations in 2015-16
Payments Bank License
During 2015-16, the Reserve Bank of India (RBI) granted the Payments Bank license to Airtel Payments Bank Limited with a time frame of 18 months to operationalise the bank. This move will play a pivotal role in bringing millions of unbanked Indians into the fold of formal banking.
Airtel Payments Bank Limited also launched a domestic remittance service in January 2016. This service is offered through Airtel Payments Bank Limited money points where customers can walk in and transfer money to any bank account across the country. Airtel Payments Bank Limited is the first entity among the 11 licensee holders to be granted the final banking license; and is on track to become the first payments bank in the country, enabling inclusive growth.
Strengthening Airtel Business
Airtel Talk
Our global Voice over IP (VoIP) calling
and messaging application ‘Airtel Talk’
has grown significantly and now has
presence in more than 100 countries
with 3.5 Mn+ global subscribers. In
certain markets, the app is among the
top five apps in the app store to make
international calls.
Through Airtel Talk, we have entered
into unique partnerships (first
of its kind) in the Over The Top
(OTT) applications space. These
partnerships have enabled us to
launch Airtel Talk in markets like
Singapore, wherein the local operator
is using the app to generate more
international minutes towards the
Indian subcontinent. Partnerships
have also enabled us to create
the best cost structure in multiple
countries, providing affordable
solution for ISD calling. It works as an
alternative to the expensive ISD voiceonly
calls, low quality messenger,
calling cards, among others.
The app is also the first in the industry
to have launched features like Share
Credit with Friends and Call Me
Free. Both these features have been
designed to simplify user journey and
iron out the challenges faced by our
subscribers.
Global DIA
We have created an innovative
solution to simplify our carrier
partners’ internet requirements in
multiple countries. Earlier, partners
had to interact with multiple providers,
multiple billings and multiple SLAs
when procuring local internet for their
customers in different countries. Now,
our ‘Global DIA’ product gives a single
window solution to our partners in
40+ countries, and has the following
benefits:
- Worldwide coverage
- Single billing option
- SLA stitched offering
- Competitive pricing
- Flexible and scalable model
Content Distribution Service
We created an innovative solution for
global content players, cloud service
providers and e-commerce players.
This was an end-to-end managed
services solution comprising of
data centres, international network
and domestic content distribution
services. This helped localise the
content in India thereby significantly
improving the consumer experience
and lower cost of operations. Riding
on the global sentiment to capitalise
on the India growth, this initiative
helped us create this solution with
most of the large global players in this
space.
Satellite Business
We are bridging the gaps in our
worldwide fibre network coverage
through our satellite services that fully
complement our fibre infrastructure
for emerging markets. Airtel Business
continues to provide a one-stop
network solution to customers,
leveraging its efficient network
capability. The satellite service
provider industry is slowly progressing
from conventional geo-stationary
satellites to medium and low orbit
satellites. The advantage is ‘high
throughput’ and ‘low latency’ to the
global network. Airtel Business is
among the very first adaptors and
promoters of this technology. It has
partnered with medium earth orbit
(MEO) satellite providers to delight
its customers with the affordable
and efficient network solution on this
platform.
Airtel Business elevated connectivity
to the next level by providing high
bandwidth network connectivity to
various MNOs / telecom operators through its satellite network platform
that uses the stable GEO and
revolutionary MEO satellite system.
It created a truly differentiated
experience for customers, who
received fibre comparable speeds on
satellite network (4x faster than GEO
satellites) at affordable prices in areas
with minimal hopes of high-speed
and high-capacity connectivity in the
absence of fibre cable. Airtel Business
is also providing satellite services
to media houses, broadcasters,
enterprises and governments
overseas.