Professional Documents
Culture Documents
INTRODUCTION
Phanindra Sama, the chief executive officerof redBus.in, is yet another engineer who chucked his lucrative job to start an enterprise of his own. RedBus.in was founded by three engineers of BITS, Pilani Phanindra Sama, Charan Padmaraju and Sudhakar Pasupunuri
INCEPTION
Started modestly in August 2006 with a few seats from one bus operator Today is one of the most successful online bus ticket booking agencies with over700 bus operators, 10,000 buses listed on it, works in 15 states and sells around 5,000 tickets every day. It all started in 2005 when he couldn't get a bus ticket to go back to Hyderabad during the long Diwali weekend. As he had no other work, he went to a bus ticket agent and asked how the whole process worked. He felt he saw a lot of inefficiencies in the system and there might have been a buses which went vacant as there was no link.
INTERFACE
ADVANTAGES
Cash on delivery service of bus tickets in major cities Book online using credit, debit cards and net banking Book bus tickets online or over IVR through call centers Book bus tickets online with over 700 bus travel operators Book bus tickets online for over 10000+ routes across India Return bus tickets reservation Special Discounts for occations Read bus reviews submitted by the passengers Paperless bus ticketing with mTicket Dedicate helpline for customers. 24x7 Online booking
CRM STRATEGY
Successful customer retention starts with the first contact an organisation has with a customer and continues throughout the entire lifetime of a relationship. RedBus is one such organization which puts its customers on priority. CRM at RedBus involves increased communication with customers. Its philosophy focuses on each and every customers satisfaction. Understanding customers is important in order to develop a sound relationship with them. CRM also helped it in valuation of its customers to understand customer profitability and Customer Life Time Value (CLV).
CRM STRATEGY
To foster a strong customer relationship, it is ensured that the customers have easy access to information and employees are trained on how to use customer information to tailor interactions based on both customer needs and potential customer value. Customer feedback is taken after every travel. Customers can rate the service experienced in the bus on their website and other customers can see the ratings and feedback.
The website also provides information about the amenities available in the bus during the course of travel.
Special discounts are provided in the form of coupons to selected customers.
CRM STRATEGY
Emails are sent during long weekends or holiday seasons to every customer to provoke them for a small holiday or travel. Customers are texted an mTicket once the ticket is booked and if the travel date is ahead by a week or so a reminder about the travel is sent 48hours in advance. A text message with the bus number is sent to customer for his convenience while traveling. Tickets are home delivered for a small fee. Feedback is taken from both the person booking the ticket and traveling if the two are different. Ladies occupied seats are highlighted for and reserved convenience of potential lady occupants.
CUSTOMER RETENTION
Customer Attraction
Customer Value
Customer Satisfaction
Loyalty
Business Performance
Shareholder Value
Customer Retention