Airtel reveals initiatives to become a true digital organization

Airtel annual report latestBharti Airtel has listed its various initiatives for becoming a digital telecom operator in the country.

Airtel, releasing its annual report for 2016-17, said it expanded the scale and scope of its digital programs that will directly benefit ecosystem of 280 million + rural and urban customers, 1.6 million + retail and 17,000 + employees.

Market Digitization

Airtel said it has completely digitized its sales and distribution channel from retailers to distributors to field sales executives with a host of applications. Airtel’s sales team can access over 150+ key metrics with trends over 18 months.

In addition to looking at trends, Airtel sales team can compare and contrast performance between various stakeholders. Sales team can report and document performance of various stake holders during their day to day working.

Customer Acquisition

Airtel has introduced e-KYC through Aadhaar to activate SIM Cards as well as open Payments Bank Accounts. This has led to reduction in waste and has brought down the time required for such transactions to less than 5 minutes.

Airtel is currently utilizing 3.5 lac biometric devices, its acquisition and recharge platform, as part of its digital journey in the country.

Customer Service

Airtel app offers flexibility and control to customers to view their usage, make payments, self-service any plan changes, recharge their prepaid or DTH connections etc. The app caters to more than 200 million requests in a month for self service.

Airtel launched the airtel payments bank on the app last year. The airtel dialer, cloud backup are additional services available on the app for the convenience of customers.

Workforce management

Airtel has also digitized various field forces of Airtel for service, installation and fault repair etc have through a workforce management solution called “Airtel Konnect” which automatically assigns tasks, manages schedules, allows appointment booking and provides maximum efficiency in the process.