INTRODUTION

Bharat Sanchar Nigam Limited (abbreviated BSNL) is an Indian state-owned

telecommunications company headquartered in New Delhi. It was incorporated on 15
September 2000 and assumed the business of providing telecom services and network
management from the erstwhile Central Government Departments of Telecom Services
(DTS) and Telecom Operations (DTO) as of 1 October 2000 on a going-concern basis. It
is the largest provider of fixed telephony and broadband services with more than 60%
market share, and is the fourth largest mobile telephony provider in India.

BSNL is India's oldest communication service provider and its history can be traced back
to the British era. During the British era, the first telegraph line, was established between
Calcutta and Diamond Harbour. The British East India Company started using the
telegraph in 1851 and till 1854 telegraph lines were laid across the country. In 1854, the
telegraph service was opened to the public and the first telegram was sent from Mumbai
to Pune.

In 1885,The Indian Telegraph Act was passed by the British Imperial Legislative Counsel.
After the bifurcation of post and Telegraph department in 1980s, and with the creation of
Department of Telecom by 1990s, eventually led to the emergence of the State owned
telegraph and telephone company BSNL. BSNL then continued the telegraph services in
India until it shut down telegraph services completely in July 15, 2013.

BSNL Mobile is a major provider of GSM cellular mobile services under the brand name Cell one.
BSNL provides a complete telecom services solution to enterprise customers including MPLS,
P2P and Internet leased lines. It provides fixed line services and landline using CDMA technology
and its own extensive optical fiber network. BSNL provides Internet access services through dial-
up connections as prepaid, Net One as Postpaid and Data One as BSNL Broadband.
OBJECTIVES OF THE STUDY

To find out the relationship by knowing the satisfaction level industrious know the
customer opinion about tariff rates of BSNL.

• Creating awareness to BSNL subscribers about the facilities in prepaid and

postpaid connection
• •Analyzing the problem faced by BSNL subscribers Analyzing which connection is
more used by customers
• •Analyzing which type of topping is more used by customers.
• Analyzing the satisfaction level of customers towards BSNL connection. About
tariff rates of BSNL
• •Creating awareness to BSNL subscribers about the facilities in prepaid and
postpaid connections
• •Analyzing the problem faced by BSNL subscribers
• •Analyzing which connection is more used by customers.
• •Analyzing which type of topping is more used by customers
• •Analyzing the satisfaction level of customers towards BSNL connection
 • BSNL Narsapur Service Center

• BSNL has its Office in every Important City across the India to solve its customer problems
more elegantly. Clients of BSNL GSM CDMA can find the BSNL Store in their nearby
Cities. If you are facing any problem with your BSNL SIM, you can visit the Nearby BSNL
Office. BSNL has its Door open for its Customers in all Days at any time, i.e., it
provides 24*7 Customer Services.

• If you are facing any technical Problems with BSNL SIM like SIM Blocking with any
internal issues or if you want to change the Mobile Network without altering Mobile
Number (Number Portability) you can visit the BSNL Service
Centers. Sometimes Company itself will block your services if you have not submitted the
correct proofs, in that cases also you can activate your service by visiting the BSNL Mobile
Stores. Not only these problems for any problems regarding your BSNL Mobile or SIM
you can contact the BSNL Offices.

• People visit the service centers if they have any issues regarding SIM Card such as Sim
Card Rejected, Sim card not detecting in the device or related issues, problems, and any
other queries, etc. and changing the network operator without changing the Mobile number.
I suggest you to visit these service centers that were listed below to solve your issues.
COMPANY PROFILE
• TypeState-ownedFounded19th century, incorporated 2000HeadquartersBharat
Sanchar Bhavan ,Harish Chandra Mathur Lane, Janapth, New Delhi Key people
KuldeeGoyal(Chairman)&
(MD)IndustryTelecommunicationsProductswire!ess,telephone internet television
Revenue USS 7.03 billion (2009)Owners(s)The Government of
IndiaEmployees357,000-april 2019 Web sitewww.bsnl.co.in

• BRIEF HISTORY OF THE BSNL

• Bharat Sanchar Nigam Limited(known asBSNL,India Communications

Corporation Limited) is a state-owned telecommunication company in India. BSNL
is the fourth largest cellular service provider, with over 53.96 million customers as
of March 31, 2009and the largest land line telephone provider in India.
• Its headquarters are atBharat Sanchar Bhawan, Harish Chandra Mathur Lane,
Janpath, NewDelhi. It has the status of Mini Ratna,a status assigned to reputed
public sector companies in India.BSNL is India's oldest and largest Communication
Service Provider (CSP).
• Currently has a customer base of 90 million as of June 2008.
Ithas footprints throughout India except for the metropolitan cities of Mumbai and
New Delhi which are managed by MTNL. As on March 31,2008 BSNL commanded
a customer base of 31.55 million Wire line, 4.58million CDMA-WLL and 54.21
million GSM Mobile subscribers.
• BSNL'searnings for the Financial Year ending March 31, 2009 stood at INR
397.15b (US$7.03 billion) with net profit of INR 78.06b (US$1.90 billion). BSNL
has an estimated market value of $ 100 Billion.
• The company is planning an IPO within 6 months to offload 10% to public in the
Rs 300-400 range valuing the company at over $100 billion. Bharat Sanchar Nigam
Ltd. formed in October, 2000, is World's7th largest Telecommunications Company
providing comprehensive range of telecom services in India: Wire line, CDMA
mobile, GSM Mobile, Internet, Broadband, Carrier service, MPLS-VPN, VSAT,
VoIP services, IN Services etc. Presently it is one of the largest & leading public
sector units in I
 VISION

• To become the largest telecom Service Provider in Asia.

• Be the leading Telecom Service Provider in India with global presence. Create a
customer focused organization with excellence in sales, marketing and customer
care.
• Leverage technology to provide affordable and innovative products/services
across customer segments provide a conducive work environment with strong
focus on performance
• Establish efficient business processes enabled by IT.

MISSION

To provide world class State-of-art technology telecom services to its customers on demand at
competitive price,

• To Provide world class telecom infrastructure in its area of Operation and to

contribute to the growth of the country's economy.
NATURE OF THE COMPANY
Bharat Sanchar NigamLimited (abbreviated BSNL) is an Indian state-owned
telecommunications company headquartered in New Delhi. It was incorporated on 15
September 2000 and assumed the business of providing telecom services and network
management from the erstwhile Central Government Departments of Telecom Services
(DTS) and Telecom Operations (DTO) as of 1 October 2000 on a going-concern basis.

It is the largest provider of fixed telephony and 0 services with more than 60% market
share, and is the fourth largest mobile telephony provider in India. BSNL is India's oldest
communication service provider and its history can be traced back to the British era.
During the British era, the first telegraph line, was established between Calcutta and
Diamond Harbour.

The British East India Company started using the telegraph in 1851 and till 1854 telegraph
lines were laid across the country. In 1854, the telegraph service was opened to the public
and the first telegram was sent from Mumbai to Pune. In 1885,The Indian Telegraph Act
was passed by the British Imperial Legislative Counsel.

After the bifurcation of post and Telegraph department in 1980s, and with the creation of
Department of Telecom by 1990s, eventually led to the emergence of the State owned
telegraph and telephone company BSNL. BSNL then continued the telegraph services in
India until it shut down telegraph services completely in July 15, 2013
They are yet to look at the bigger picture and understand all of the associated benefits
that would enable their business strategies to be successful. The competencies required
to deliver these customer benefit are: to deliver on its service promise, integrate products
and service channels effectively, customize products, service and their respective prices,
create opportunities for cross selling and delivery mechanisms for the onward promotion
of these products and services and reduce the gestation period to market by allowing
quick and effective introduction of new products and services.
TYPES
On the basis of business process automation analysis of operational data, and customer
interaction software, CRM can also be seen as the following types:

:1.Operational

2.Analytical

3.Collaborative

The automation of horizontally integrated business processes involving front office

customer touch points - sales, marketing, and customer service(call center, field service)
- via multiple, interconnected delivery channels and integration between front office and
back office. The operational CRM is a process or an approach, which involves the areas
where direct customer contact is possible. Operational CRM represents the automation
of business processes involving customers. Its purpose is to provide transaction level
data about individuals and products, and provide support for customer facing process,
such as direct mail, phone interactions, Web-based communications, and point of sale
information. Because operational solutions directly effect the customer, they are very
appealing and often are the first implemented components of a CRM are:

•Saleforceautomation
Account Management Opportunity Management Contact Management Activities
Management Price and Product List Configuration Sales Incentives Plans Sales
Forecasting and Reporting

•CustomerServiceautomation
Service Request / Customer Complaints Management Web-enabled Contact Center
Management A customer interaction centre (CIC) is a critical component of operational
CRM, whether implemented for sale, marketing, or customer service functions. The CIC
accommodates multiple channel for customer interaction and critical functions, including
customer service/support, field service dispatch, quality management, intelligent routing,
case-based reasoning, and knowledge repositories. The CIS is the intelligent routing,
case-base reasoning, and knowledge repositories. The CIS is the key to consolidating
customer interaction and developing and unified, enterprise view of the customer.

Sale Force Automation, also known as "technology Enabled Selling(TES)'\ SFA is the
application of information systems technologies to sales activities. This includes accurate
business forecasts, generating customize presentation and proposals and personalized
communications by the field representatives. It also handles the entire sales pipeline from
lead generation to closure and activities like calendar, diary management.

Call centre systems provide extensive customer service by enabling customers to receive
any information they need, answering their queries, buying products and receiving,
payments promptly. Includes customized service and support addressing specific issues
raised by customers, tracking cases and escalations, track progress, and identifying
opportunitiestocross/up-sell.
Order management - In the simplest sense, this includes quote generation, campaigns;
and service requests, pricing and ordering of products

Invoicing or billing this includes multiple order billing, multicurrency billing and pricing
functionalities in a minimal feature tool.
Marketing automation and Management enable companies to measure and track
campaigns develop and refine strategies, gain insights into buying behavior, revenues
and profitability using marketing analytics.

• Today, the consumer approaches the business in far many ways than in the past.
The various interaction points are referred as "Customer Touch points."

• Technological Developments have made the job of a marketer more difficult. The
consumer today is flooded with information from various sources to the extent that
it sometimes leads to information overload. For organizations, this is a
major problem as it means that there are several ways by which a prospect or a
 customer learns about or experiences any organization.

• This could be the organization's catalogue, website, word of mouth through

customers, through employees of that organization, etc. all such sources from
which one gets in touch with the organization are called “Customer Touch points."

• New sources of communication, faster means of transportation, changes in

lifestyle, increasing international trade and exposure to various media are some of
the reasons for an increase in the number of customer touch points. This is a big
challenge of organizations as in how to monitor so many different sources in order
to ensure that the same message reaches the end customer.

• One of the most important customer touch point for any organization is the
Customer Care help line, wherein the customers can register their complaint or get
information about the products or services provided by that organization. A large
multinational bank once has had the entire process such that after a phone
connection had been established with the bank's call centre, it took six-odd minutes
to speak to the customer care executive. This is a long time keeping in mind that
many of the customers usually call when they have some problem and want an
immediate solution.

ANALYTICAL

The analysis of data created on the operational side of the CRM equation for the
purpose of business performance management, Analytical CRM is inextricably
tied to data warehouse architecture and is most often manifested in analytical
applications that leverage data marts.
Analytical CRM is the synthesis and interpretation of operational data to identify
opportunities, optimize customer interactions and manage business performance.
It also provides the insight into customer behavior needed to implement intelligent
personalization.
Analytics involves the capture, storage, extraction, processing, interpretation and
reporting customer data. It works on data gathered from multiple sources; from
marketing campaigns, key accounts and market or product group, and is used as
a strategic planning support tool. Analytical CRM takes the information that
operation CRM so diligently gathers, and runs algorithms over it for analysis and
interpretation purposes, to provide the insight and data interpretation that is
lacking inoperational CRM. This includes:

1.Data warehouses: Data ware house is system for storing and delivering
massive quantities of data that aids in analysis and decision-making. It is
frequently use for decision support within an organization, and also allows the
organization to classify its data, coordinate updates and identify relationships
between information gathered from different parts of the organization.

2.Data marts: DataMart’s are subject-specific data warehouses; often

departmental or based on line-of-business.
3.Verticalandapplication-specificanalytictools.
4.MarketingAutomation
CampaignManagement
DatabaseMarketing
Outbound Call Center Management
5.Optimizes profitability, revenue and customersatisfaction Analysis of:
What Are the Buying Patterns? Cross Selling Opportunities?
Who are the Most Profitable Customers / Products /Services ?
Competition?
6.Customer Profiting & Categorization.
7.Up Selling / Cross Selling of Products & Services
8.Fraud Analysis
9.Churn Management
Analytical functions
The following are the functions of analytical CRM:
Create a comprehensive customer knowledge base while ensuring
privacy: Capturing all relevant customer information from differentsources,
channels, and touch-points before, during, and after the sale andthen integrating
it into a customer knowledge base that provides a 360degrees view of the
customer. This knowledge base must; however, beguarded with utmost care so
that the customers' right to privacy is never compromised in any way.
Measure and predict customer behavior by analyzing customer
knowledge: Applying a comprehensive set of analytical methods tomeasure and
optimize customer relationship and answering all relevant business questions.
The customer intelligence that results from this analysis includes:
Customer behavior: This is expressed through customer preference, priorities,
andactivities.
Customer Value: This is expressed in terms of customer profitability,customer
lifetimevalue,andpotential.
Customer portfolio: This requires developing a clear understandingof the
composition of customer portfolio and how it can beoptimized.

Deploy the results of the analysis to improve customer value: Theinsights

gained through the above analyses helps a company gear its CRM processes
towards customer centricity, and improve its customer interactions. Following are
possible outcomes of deployment of the analytical insights:
Acquiring new profitable customers by cloning your best customers.
Improving relationships with existing customers by addressing their individual
needs more effectively and more efficiently. This isaccomplished through
automating and personalizing interactions withthem on the basis of the sound
customer knowledge acquired throughCRM analytics.
Optimizing cross-selling and up-selling opportunities. Improvingcustomer loyalty
and reducing a customer's propensity to churn.
 Targeting high-value customers: CRM analytics provides acompany with the
knowledge of the customer lifetime value thatenables a company to focus its
limited resources in marketing, sales,and service at high-value customers.
Integrate customer value into strategic enterprise management toimprove
shareholder value. An improved understanding of customer and customer
segments facilitates integration of marketing sales, andservice strategies into the
enterprise strategy.
Customer Analysis and Personalization Broad cast through Transaction
Information Segmentation All Channels Customer Data Warehouse Design
Relevant Personalization For each customer Reach every Customer where
Facilitate Interaction

COLLABORATIVE

Collaborative CRM includes a suite of customer interaction software such as e-

mail management and conferencing tools. Collaborative CRM takes things a stage
further, and provides a point of interaction between customers, staff and business
partners, through new and traditional groupware/web technologies. The
application of collaborative service (e.g., personalized publishing, e-mail,
communities, conferencing, Web-enabled customer interaction centers) to
facilitate interactions between customers and organizations (e.g., customers to
sales, sales to marketing, organizational activities related to customer information)
for the purpose of improving-ordination and communication, thereby establishing
lifetime customer value beyond the transaction (i.e., a "partnering relationship").
This includes technologies such as: Voice - Interactive Voice Response (IVR),
Computer Telephony Integration (CTI), and Automatic Call Distribution (ACD)
Conferencing -Web Conferencing Response: Email, Fax and collaborative
chatting.
REVIEWOFLITERATURE
CUSTOMERSATISFACTION :
Customer Satisfaction, a business term, is a measure of how products and services supplied
by a company meet or surpass customer expectation. It is seen as a key performance
indicator within business and is part of the four perspectives of a Balanced Scorecard. In a
competitive marketplace where businesses compete for customers, customer satisfaction
is seen as a key differentiator and increasingly has become a key element of business
strategy. There is a substantial body of empirical literature that establishes the benefits of
customer satisfaction for firms.
FINANCIAL MANAGEMENT
• Revenue
• Capital Investment
• Capital Outlay
• Assets

REVENUE
Revenue earned by BSNL during last five years
CAPITAL INVESTMENT
Gross Investments in Fixed Assets of BSNL during last five years.

CAPITAL OUTLAY
Gross Fixed Assets of BSNL during last five years
ASSETS
Bharat Sanchar Nigam Limited has got net fixed assets valuing more than Rs.

42,507 Crore , which are in the form of Tangible Assets (Land, Buildings
Cables, Apparatus & Plants etc.), Intangible Assets and Capital Work in
Progress as on 31.03.2018
HUMAN RESOURCE MANAGEMENT
With a corporate philosophy that considers Human Resource as the most

prized assets of the organization, it's natural for BSNL to continually hone
employee skills, enhance their knowledge and their expertise and their
aspirations to fruition. Even as BSNL goes about conducting its business
activities, it lays emphasis on constant enhancement of knowledge and skills
through regular training programmer.

• Bharat Sanchar Nigam Limited has a vast reservoir of highly skilled and
experienced work force of about 3,57,000 personnel.
• We believe that our staff, which is one of the best trained manpower in the
telecom sector, is our biggest asset.
• We believe that our future depends on our staff who provide services to
our valued customers and stay in touch with them.
• To meet the technological challenges, employees are trained for technology
up-gradation, modernization, computerization etc in BSNL's training
Centers spread across Country. These centers are properly equipped with
the requisite infrastructure facilities such as Lecture rooms, modern audio-
visual aids, libraries, hostels etc.
• To apex training centers of BSNL i.e. Advance level Telecom Training
Center (ALTTC) at Ghaziabad and Bharat Ratna Bhimrao Telecom Training
Center at Jabalpur are comparable to any world class Telecom Training
 Center. Moreover, 43 zonal training centers and a National Academy of
Telecom Finance and Management have been running for several years
now.
• Different curriculum run in these centers to impart technology based
training, training for Attitudinal change, basic educational and skill
development program etc.

MARKETING MANAGEMENT:

BSNL is an Indian company that deals in the telecommunications industry. This

corporation owned by the Indian Government and founded in the year 2000, has its
base in New Delhi, the national capital. With the company securing more than 60%
share, the brand BSNL has made a name for itself in the telecom market. The company
has tried to maintain a competitive environment with equal opportunities in both rural
sector and urban area. Besides being an excellent provider of services to its
consumers, it also provides opportunities for career advancement and training facilities
to its employees.

Product in the Marketing mix of BSNL

• BSNL provides various telecom services to its consumers and some of them are as
DWDM and Optical Infrastructure– The OFC is the biggest network in India and
the DWDM is the world’s biggest networks and both of them owned by BSNL.
• Market Share – BSNL‘s standing as Indian Telecom operator is at number five,
holding a minimum of 67% of share in the ADSL services.
• Managed Network Services – To its Enterprise customers, the company is giving
telecom services like the Leased Internet Lines, Leased Point-Point Lines and
MPLS Connectivity.
 • Cellular Mobile Telephone Services – With nearly ninety six million people, BSNL
owns 13.5% of the market share in mobile telephone industry providing mobile
services with the help of GSM platform.
• Universal Telecom Services – The Company owns a market share of 75 % in the
fixed lines category providing fixed landline and wireless services with the help of
CDMA technology. These are Tarang and bfone services respectively.
• WLL-CDMA Telephone Services – Under this category, BSNL provides wireless
services in mobile and fixed lines.
• Internet – BSNL owns 55% of the market share providing services related to
internet access through the dial-up-connection. It is also a provider of online games.
• Intelligent network – Various Value-added services are provided by this company
like free phones, prepaid card, private network, a number that has universal
accessibility and ACC services.
• 3G – This service include video calling, live television, mobile broadband and
video portal etc.
• IPTV – This service includes watching television with the help of internet.
• FTTH – The services include data transfer through higher bandwidth.
• Helpdesk – It provides the necessary help to the customer.
• VVoiP – BSNL will provide video a6nd audio calls to an7y mobile, landline or
IP phone anywhere in the globe subject to the required equipment at both
ends.
• WiMax – This includes the introduction of 4G Wireless Technologies through
broadband access.
• BSNL landline – It is the oldest service provided by the company where calls
are from one connection to the other.

Place in the Marketing mix of BSNL

BSNL has the distinct advantage of being the country’s principal and the oldest provider
of communication services. It has a wide and intricate network spread throughout the
country. The only exceptions to the rule are the cities New Delhi and Mumbai. In order
to increase the service capacity and network coverage it has built a channel management
team. For easy accessibility, the company has divided in to various administrative units.
There are twenty-four telecom circles, four specialized units, six project circles, four
maintenance regions, three training institutions, five telecom factors and two metro
districts. BSNL has been able to develop the telecommunication services and facilities in
faraway places like the tribal areas and the hilly remote regions

The company has established a network system for management and for surveillance
throughout the country so that an efficient and uninterrupted telecom traffic flow could
continue. It has network alliances with companies like Cisco and Ericson and IT alliances
with company like Compaq and HP. BSNL has established nationwide call centers for
providing solutions to the consumers

Price in the Marketing mix of BSNL

As the company BSNL is, State-Owned, it has provided services at affordable and low
rates so that every section of the society could avail themselves of telecom-services.
Value for pricing is the criteria of BSNL to fix its pricing policy. The policy depends on
various factors. The usage charges in relation to tariff is a deciding factor for making
pricing policies. One of the other important factors is the cost incurred during the
installation of the product and its services.

The type of services required also decides the rate charged as per conditions. The
company has set up the normal and higher usage ranges. The callers whose calls cost
even more than INR 5,000 come under the higher usage segment. In such cases, where
usage is higher than normal, then discounts are provided to lure the customers and to
lower their costs. Special timings are allotted for them when the calls cost marginally less.
The revenues earned from this group of people are higher and hence the different pricing
policy. BSNL also offers its consumers lifetime cards and this policy helps in maintaining
future revenue flows.
Promotions in the Marketing mix of BSNL

BSNL has a strong base of consumers that have been loyal. However, new companies
with new products are being launched in the market and in order to maintain its loyal base
and to create a new breed of younger consumer base the company has opted for activities
that will prove promotional as well as will increase the brands visibility in the market. It
has its own slogan “Connecting India, Faster”.

In order to promote the services of the brand the company has come out with various
schemes that have proved beneficial to the customers. Some of these schemes are like
– machines for depositing cheque is installed for easy payment services, service centers
are open every day from 8.00 AM – 8.00 PM, help is available round the clock on helpline
numbers, payments are possible through both demand draft and cheque and multiple
connections can be applied for on single application.

BSNL has decided on a uniform identity and hence has created a marketing strategy that
is applicable for its brand and all its products under a single window. The ace
shooter Abhinav Bindra is associated with BSNL as its brand ambassador. Actors Preity
Zintaand recently Deepika Padukone have been the ambassadors of this brand.
FINDINGS

Customers are basically satisfied with present offerings of BSNL.

In my survey I found that most of the customer were facing some problems.

It was observed that most of the customers expressed their unhappiness

because they are facing problems like signal problem and (particularly
postpaid) they were wrongly charged or they never received bills on time.

Few subscribers were very particular about rentals.

Through my survey, I came to know that most of the customers are

satisfied with BSNL plans and toppings.

Through my survey I observed that most of the customer’s monthly

expense was in between Rs/- 350/-and 500/-

I observed that most of the customers are prepaid connection holders.

I observed that most of the customers like Airtel advertisement and punch-
line.
Through my survey I found that BSNL takes at least 2-3 days to rectify
problems.

BSNL 'CSC representatives provide the information to all the subscribers.

It is observed that the relationship between the subscribers and the bsnl
was good.
SUGGESTIONS
•To retain existing customers BSNL has to offer better or improved schemes from time to time to compete with
the competitors. automatically attract new customers.

•BSNL should continue to offer the best toppings to stay at the top. There should be no compromise in quality
and the network facility.

•BSNL has to spend more on advertisement to attract customers.

To attract customers of different age groups it has to introduce new offers totally different from others.
CONCLUTION:

Communication is essential for co-operation, collaboration, co-ordination,

monitoring, managing and messaging. Without good communication, men cannot

survive in this modern world. Telecom is the basis for good communication,

through which user can transmit voice, data, and ultimately video.

Since all the three form of communication can be accommodated on this

main hardware telecom network structure, telecom has to be a part of an

infrastructure required for the ever all modernization process. As a result, people

need to understand its rural applications and implications. Telecom technology

becomes a critical element for all information. Telecom is considered to be the

prime mover at least in the advanced countries for economy, commerce, social and

cultural development. The ultimate, benefit of telecom is to distribute development

more equitably.