Crm of Vediocon
REPORT ON
VIDEOCON MIS (GENESIS) Submitted to School of Management Studies for the partial fulfilment of the degree of Master of Business Administration
Session 2013-2014
SUBMITTED TO SUBMITTED BY
Dr. SAHIL RAJ MANRAJ SINGH
Asst. Professor Roll No. 120426027 MBA I (A)
SCHOOL OF MANAGEMENT STUDIES
PUNJABI UNIVERSITY, PATIALA
ACKNOWLEDGEMENT
A formal statement of acknowledgment is hardly sufficient to express my gratitude towards the personalities who have helped me to undertake and complete this project.
It was a learning experience which is going to help me immensely in my career. I hereby convey my thanks to all those who have rendered their valuable help, support and guidance.
Firstly I would thank Dr. SAHIL RAJ for providing highly valuable technical acumen, constructive criticism and moral support. I am thankful to staff for his timely help and moral boost.
The acknowledgement would be incomplete if I don’t mention the worth full guidance and unconditional support and cooperation I received from my friends.
MANRAJ SINGH
TABLE OF CONTENTS
INTRODUCTION OF VIDEOCON
WBCMS VIDEOCN
GENESIS CRM * Steps followed at genesis * Customer detail
KPI ANALYASIS
TAT REPORTS
CONCLUSION
INTRODUCTION—
Videocon has wide range of appliances ranging from dth, refrigerator, led, ac etc. To provide customer support Videocon employs specially designed CRM software called WEBCMS. Videocon has customer support centre throughout the country to provide its services. CRM software not only to provide better services to its customer but also enhance its relation with its vendors. Videocon provide 24x7 call centre services to its customers to lodge complains or queries.
The company employs over one thousand sales reps and another five hundred are on ad hoc basis. We be discussing about the information systems it uses in its day to day business, how various processes are handled,
VIDEOCON MIS (GENESIS) Submitted to School of Management Studies for the partial fulfilment of the degree of Master of Business Administration
Session 2013-2014
SUBMITTED TO SUBMITTED BY
Dr. SAHIL RAJ MANRAJ SINGH
Asst. Professor Roll No. 120426027 MBA I (A)
SCHOOL OF MANAGEMENT STUDIES
PUNJABI UNIVERSITY, PATIALA
ACKNOWLEDGEMENT
A formal statement of acknowledgment is hardly sufficient to express my gratitude towards the personalities who have helped me to undertake and complete this project.
It was a learning experience which is going to help me immensely in my career. I hereby convey my thanks to all those who have rendered their valuable help, support and guidance.
Firstly I would thank Dr. SAHIL RAJ for providing highly valuable technical acumen, constructive criticism and moral support. I am thankful to staff for his timely help and moral boost.
The acknowledgement would be incomplete if I don’t mention the worth full guidance and unconditional support and cooperation I received from my friends.
MANRAJ SINGH
TABLE OF CONTENTS
INTRODUCTION OF VIDEOCON
WBCMS VIDEOCN
GENESIS CRM * Steps followed at genesis * Customer detail
KPI ANALYASIS
TAT REPORTS
CONCLUSION
INTRODUCTION—
Videocon has wide range of appliances ranging from dth, refrigerator, led, ac etc. To provide customer support Videocon employs specially designed CRM software called WEBCMS. Videocon has customer support centre throughout the country to provide its services. CRM software not only to provide better services to its customer but also enhance its relation with its vendors. Videocon provide 24x7 call centre services to its customers to lodge complains or queries.
The company employs over one thousand sales reps and another five hundred are on ad hoc basis. We be discussing about the information systems it uses in its day to day business, how various processes are handled,