Customer Relationship

Management used by
Karbonn Mobiles
Introduction

 Karbonn mobiles started late in the telecom revolution in

India entering the mobile handset market in 2009 only.
 But within the first year, Shashin Devsare, Executive
Director, Karbonn Mobiles has taken quantum leaps to
make his company a major player in the semi-urban and
rural market.
 With over 5 million mobiles sold till date, Shashin aims to
take on whole India replete with confidence.
Formation of Karbonn

 Two Indian telecom majors have joined forces to trigger

the revolution - UTL and Jaina.
 The UTL Group is a multi division telecom group with an
annual turnover of Rs 1600 crore and over 2000
employees.
 Headquartered in Bangalore, it is a leading Indian
telecom powerhouse with interests that span across
manufacturing, services and distribution.
 The Jaina Group is a reputed distribution house with
interests in telecom and consumer durables.
Cont…

 Headquartered in Delhi, the company has represented,

with distinction, prominent brands such as Nokia,
Samsung, Siemens, Panasonic and Philips (LCD devices)
as regional or national distribution partners.
 UTL and Jaina now present Karbonn: phones that
feature the absolute latest trends in mobile telephony, at
incredible prices.
Target Customers
 The multimedia phones of Karbonn address the urban
markets which have begun to saturate.
 Handsets equipped with dual SIM cards and battery are
clearly targeted at the rural markets.
 Though rural markets are billed as the next frontier for
mobile telephony.
 Consumers therefore prefer phones with more than one
SIM card for better connectivity.
 Therefore, Karbonn made special posters and banners,
etc for the rural market.
 Cont…

 The company offers customers the same features

and quality that they get in global brands at an
affordable price range of Rs1,700 to Rs6,500.
 This actually is the sweet spot in which the bulk of
handset sales happen.
Customer Relationship Management

 The art of managing the organization’s relationship with

the customers and prospective clients refer to customer
relationship management.
 Customer relationship management (CRM) refers to a
strategy widely used by companies and organizations
(including related integrated information systems and
technology, often in the form of software) to record and
manage their overall data and interactions with current,
past and potential customers.
CRM used by Karbonn

 Use of social accounts such as Facebook, Twitter, etc. to

login on Karbonn mobile website by the website visitor
which gives valuable insights (interests, activities, friends,
and other products owned) about the customers.
 Providing Karbonn service centers for after sales service
across the country.
 Toll free number provided to customers for better
complaint resolution.