Summer Internship Report Reliance Jio - Customer Acquisition and Retention for Reliance Jio

Reliance
Jio
Summer Internship
Submitted By :
Rajat Seth
PGPJ01043
IIM Jammu

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Contents
Internship Certificate ....................................................................................................................................3
......................................................................................................................................................................3
History ..........................................................................................................................................................4
Market Size...................................................................................................................................................5
TRAI.............................................................................................................................................................5
Mobile Operators in India.............................................................................................................................5
Problems in Telecom Industry......................................................................................................................7
Company Profile-Reliance Jio ......................................................................................................................8
Company History..........................................................................................................................................9
Products & Services....................................................................................................................................10
Reliance 4G.............................................................................................................................................10
LYF Smartphones...................................................................................................................................11
Jionet WiFi..............................................................................................................................................11
Jio apps ...................................................................................................................................................12
Branding and Marketing .............................................................................................................................12
Initial Plans Offered....................................................................................................................................13
Summer Surprise Offer...........................................................................................................................15
Sim Issue Process - JIO eKYC ...................................................................................................................16
Recharging Through POS.......................................................................................................................17
Distribution / Recharge Channels ...............................................................................................................17
Pain Points of customers.............................................................................................................................24
Competitor Analysis ...................................................................................................................................25
SWOT Analysis – Reliance Jio...............................................................................................................25
SWOT Analysis – Airtel.........................................................................................................................26
Airtel vs Idea vs Jio – Prepaid ................................................................................................................28
Sales & Marketing ......................................................................................................................................29
Devices....................................................................................................................................................29
Enterprise................................................................................................................................................30
Network Components .............................................................................................................................31
ODSS-Outdoor Digital Sales Specialist......................................................................................................32
ODSS Present Situation..........................................................................................................................32

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Output of ODSS......................................................................................................................................33
Problems of ODSS..................................................................................................................................33
Observations & Solutions .......................................................................................................................34
ODSS Door to Door and Market Survey ................................................................................................35
Findings of the survey.............................................................................................................................40
ODSS Telecalling Survey.......................................................................................................................40
Market Survey to check Service Level of Jio vs Other Telecoms ..........................................................47
Digital Marketing – Promoting Jio in Jammu.............................................................................................50
Social Networking ..................................................................................................................................50
Youtube...................................................................................................................................................51
Blogging..................................................................................................................................................51
Student Campus Ambassadors................................................................................................................52
Slideshare & Linkedin ............................................................................................................................53
Cross Promotion......................................................................................................................................54
Onboarding of Colleges (Campus Wi-Fi) under Digital India Program.....................................................54

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History
In the year of 1989, the number of cell phone users in India was zero. After the globalization of
India economy in 1991, the telecommunication sector remained one of the most happening sectors
in India. The recent years witnesses rapid and dramatic changes in the field of telecommunications.
In the last few years more and more companies both foreign, domestic, come into cellular service,
service market and offers large number of services to the people.
In the year of 1999, the number of cell phone users has gone up by 13 lakh. In the year of 2000,
the number of cell phone users has risen by one million. Indian telecom sector added a staggering
227.27 million wireless mobile users in the 12 months between March 2010 and March 2011,
while the overall tele density has increased to 81.82% as of 30 November 2015. The total numbers
of telephone phone users (mobile & landline) have reached 1009.46 million as of May 2015. Now
currently telephone subscriber (mobile & landline) is 1058.01 million (May 2016).
Telecom subscriber base expands substantially
India is currently the second-largest telecommunication market and has the third highest number
of internet users in the world. India’s telephone subscriber base expanded at a CAGR of 19.96 per
cent, reaching 1058.86 million during FY07–16.In March 2016, total telephone subscription stood
at 1,058.86 million, while tele density was at 83.36 percent

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Market Size
Driven by strong adoption of data consumption on handheld devices, the total mobile services
market revenue in India is expected to touch US$ 37 billion in 2017, registering a Compound
Annual Growth Rate (CAGR) of 5.2 per cent between 2014 and 2017, according to research
firm IDC.
According to the Ericsson Mobility Report India,
 Smartphone subscriptions in India is expected to increase four-fold to 810 million users by
2021, while the total smartphone traffic is expected to grow seventeen-fold to 4.2 Exabyte’s
(EB) per month by 2021.
TRAI
The entry of private players necessitated independent regulation in the sector; therefore, the TRAI
was established in 1997 to regulate telecom services, for fixation/revision of tariffs, and to fulfil
the commitments made when India joined the World Trade Organization (WTO) in 1995.
The functions allotted to the TRAI included:
 To recommend the need and timing for introduction of new service provider
 To protect the interest of customers of telecom services
 To settle disputes between service providers
 To recommend the terms and conditions of license to a service provider.
Mobile Operators in India
This is a list of mobile network operators of India as on 25 March 2017.
 Airtel is merging with Telenor
 JIO
 RCom and Aircel are merging
 RCom and MTS are merging
 Tata Docomo may merge with RCom
 BSNL And MTNL are merging

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Rank Operator Subscribers Market
Share
Ownership
1 Vodafone-Idea 400.48 35.89  Vodafone Group (45.1%)
 Aditya Birla Group (26%)
 Axiata Group Berhad
 Providence Equity
2 Airtel India 270.64 24.32  Bharti Enterprises (64%)
 SingTel (36%)
3 Jio 121 10.98  Reliance Industries
4 BSNL 96.9 8.80  State Owned
5 Aircel 91.3 8.38  Maxis Communication (74%)
 Sindya Securities &
Investments (26%)
6 RCom 86.5 7.99  Reliance ADAG
7 TATA
Docomo
53 5.17  TATA Teleservices
 NTT Docomo
8 Telenor 51.6 4.94  Telenor Group
9 MTS 5.9 0.60  Sistema(56.68)
 Shyam Group ( 23.98)
 Government of Russia (17.14)
10 MTNL 3.6 0.34  State-Owned

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Problems in Telecom Industry
Even though the sector has reflected promising growth, the tele density in India remains at a very
low level compared with international standards and thus providing tremendous opportunity for
future growth.
 Rapidly Falling ARPU (Average revenue per user)
 Lack of Telecom Infrastructure
 Rural Areas Continue to Remain Under Penetrated
 Excessive Competition
 Lower Broadband Penetration
 Spectrum Allocation
34%
23%
10%
8%
8%
7%
5%4%1%0%
Market Share of Telecom Companies
Vodafone-Idea
Airtel India
Jio
BSNL
Aircel
RCom
TATA Docomo
Telenor
MTS
MTNL

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Company Profile-Reliance Jio
Formerly
called
 Infotel Broadband Services Limited (2009 - 2013)
 Reliance Jio Infocomm Limited (2013 - 2015)
Type Subsidiary
Industry Telecommunications
Headquarters Navi Mumbai, Maharashtra, India
Key people Sanjay Mashruwalla (Managing Director)
Jyotindra Thacker (Head of IT)
Akash Ambani (Chief of Strategy)
Products
Mobile telephony, broadband, Wifi,Router and 4G Data services
Jio Apps:MyJio, JioChat, JioPlay, JioBeats, JioMoney, JioDrive, JioOnDemand,
JioSecurity, JioJoin, JioMags, JioXpressNews, Jionet WiFi
Parent Reliance Industries
Subsidiaries LYF
Website www.jio.com
Reliance Jio Infocomm Limited (RJIL), a subsidiary of Reliance Industries Limited (RIL), India’s largest
private sector company, is the first telecom operator to hold pan India Unified License. Formerly known as
Infotel Broadband Services Limited (IBSL), Jio will provide 4G services on a pan-India level using LTE

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technology. The telecom leg of Reliance Industries Limited, it was incorporated in 2007 and is based in
Mumbai, India.It is headquartered in Navi Mumbai.
RJIL holds spectrum in 1800 MHz (across 14 circles) and 2300 MHz (across 22 circles) capable of offering
fourth generation (4G) wireless services. RJIL plans to provide seamless 4G services using FDD-LTE on
1800 MHz and TDD-LTE on 2300 MHz through an integrated ecosystem.
Company History
In June 2010, Reliance Industries (RIL) bought a 96% stake in Infotel Broadband Services Limited (IBSL)
for Rs 4,800cr. Although unlisted, IBBL was the only firm to win broadband spectrum in all 22 zones in
India in the 4G auction that took place earlier that year.Later continuing as RIL's telecom subsidiary, Infotel
Broadband Services Limited was renamed as Reliance Jio Infocomm Limited (RJIL) in January 2013.
Acquisition & Subsidiaries:
 Acquired Infotel Broadband Services Limited in 2010.
 Technology - Rancore Technologies
 ILD & NLD - Infotel Telecom.
Technology:
 Reliance Jio Infocomm is currently laying OFC across the country to offer Fiber to the
home/premises (FTTH). This fiber backbone will also help them to carry huge amount of
data originated from their 4G network as well as public Wi-Fi network.
 Reliance Jio is deploying LTE-TDD technology for 2.3 GHz spectrum band, acquired in
2010.
 Reliance Jio will deploy LTE-FDD for 1.8 GHz spectrum, which will ultimately paved to
roll out of LTE-A network aggregation of both technology and both spectrum band.
 At present in different cities of India Reliance Jio offers Wi-Fi services. Most of these
cities are in Gujarat, where Reliance Industries also have one of the largest petro-refinery.

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 Once commercially launched, Jio users can have access to Reliance Communications’ 2G
& 3G network.
Operations
In June 2015, Jio announced that it would start its operations all over the country by the end of
year. However, four months later in October 2015, the company's spokespersons sent out a press
release stating that the launch was postponed to the first quarter of the financial year 2016-2017.
Beta Launch
The 4G services were launched internally to Jio's partners, its staff and their families on 27
December 2015. Bollywood actor Shah Rukh Khan, who is also the brand ambassador of Jio, kick
started the launch event which took place in Reliance Corporate Park in Navi Mumbai, along with
celebrities like musician A R Rahman, actors Ranbir Kapoor and Javed Jaffrey, and filmmaker
Rajkumar Hirani..
Products & Services
Reliance 4G
The company has launched its 4G broadband services throughout India in the first quarter of 2016
financial year. It was proposed to release in December 2015 after some reports said that the
company was waiting to receive final permits from the government.
Mukesh Ambani, owner of Reliance Industries Limited (RIL) whose Reliance Jio is the telecom
subsidiary, had unveiled details of Jio's fourth-generation (4G) services on 12 June 2015 at RIL's
41st annual general meeting. It will offer data and voice services with peripheral services like
instant messaging, live TV, movies on demand, news, streaming music, and a digital payments
platform.
The company has a network of more than 250,000 km of fiber optic cables in the country, over
which it will be collaborating with local cable operators to get broader connectivity for its
broadband services.

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Pan-India Spectrum
Jio owns spectrum in 800 MHz and 1,800 MHz bands in 10 and 6 circles, respectively, of the total
22 circles in the country, and also owns pan-India licensed 2,300 MHz spectrum. The spectrum is
valid until 2035.Ahead of its digital services launch, Mukesh Ambani-led Reliance Jio entered into
a spectrum sharing deal with younger brother Anil Ambani-backed Reliance Communications.
The sharing deal is for 800 MHz band across seven circles other than the 10 circles for which Jio
already owns.
Reliance jio’s vision for India is that broadband and digital services will no longer be a luxury
item, rather convert it into a necessity that can be consumed in abundance by consumers and small
businesses.
LYF Smartphones
In June 2015, Jio tied up with domestic handset maker Intex to supply 4G handsets enabled with
voice over LTE (VoLTE) feature. Through this, it plans to offer 4G voice calling besides rolling
out high-speed Internet services using a fiber network, in addition to the 4G wireless network.[
However, in October 2015, Jio announced that it would be launching its own mobile handset brand
named LYF.
On 25 January 2016, the company launched its LYF smartphone series starting with Water 1, through its
chain of electronic retail outlets, Reliance Retail. Three more handset models have been released so far,
namely Water series, Earth series, and Flame series.
Jionet WiFi
Prior to its pan-India launch of 4G data and telephony services, Jio has started providing free Wi-
Fi hotspot services in cities throughout India including Ahmedabad and Surat in Gujarat, Indore,
Jabalpur, Dewas and Ujjain in Madhya Pradesh, select locations of Mumbai in Maharashtra,
Kolkata in West Bengal, Lucknow in Uttar Pradesh & Bhubaneswar in Odisha

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Jio apps
In May 2016, Jio launched a bundle of multimedia apps on Google Play as part of its upcoming
4G services. While the apps are available to download for everyone, a user will require a Jio SIM
card to use them. Additionally, most of the apps are in beta phase. Following is a list of the apps:
 MyJio - Manage Jio Account and Digital Services associated with it
 JioTV - A live TV channel service
 JioChat Messenger - An instant messaging app
 JioMusic - A music player
 Jio4GVoice - A VoLTE phone simulator
 JioMags - E-reader for magazines
 JioXpressNews - A news and magazine aggregator
 JioSecurity - Security app
 JioCloud - Cloud-based backup too
 JioMoney Wallet - An online payments/wallet app.
Branding and Marketing
On December 24, 2015, Bollywood actor Shah Rukh Khan was appointed as Jio's brand
ambassador.

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Prime vs Non-Prime
The main difference between prime and non-prime is of the free data provided rest features were
mostly same.
Jio Add-on Plans - Boosters

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Jio Plans – Postpaid
 There are no postpaid plans available in JK Circle as of now
 User have an option to use all the prepaid plans available on postpaid numbers
 To use prepaid plans on postpaid user have to recharge for Rs 10 before using prepaid plans
 This is know as Pre-On-Post
 After doing this all the prepaid plans will be active on the postpaid numbers and customer
can recharge with any plan of his choice
Summer Surprise Offer
 Jio is giving 3 months of complementary services for all the customers who are prime and
if they recharge for INR 303 or above.Earlier this offer was till 15th
of April but as per
TRAI recommendation this offer is till 8th
April as of now

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Sim Issue Process - JIO eKYC
 No Paper CAF / Documentation required
 Customer only needs to have Aadhaar number
 The Jio representative will enter customers Aadhaar Number and will scan customers
finger print and fill the required details to issue the sim
 If customer wants to get 2nd
sim then customer has to fill in the CAF
 For lost and faulty sim user has to fill in the CAF at the respective JIO stores.

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Recharging Through POS
Distribution / Recharge Channels
 Different point of sales of Recharge and sim Issue
 Reliance Digital Stores
 Digital Xpress Mini Stores
 Retailers
 Apple Stores
 ODSS

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 Recharge and Sim issue is done through POS device.
 POS was credited with money from backend for DX mini.
Reliance Digital – Wave Mall Jammu
Observations
Very few people visiting the store itself and again a very low number for JIO recharges
o As per my understanding, nobody will specifically go to Wave Mall for recharging or
getting a new sim.
o Secondly, we have to analyze the people who are visiting the store why are they not coming
for recharge or buying new sim.
o It might be because of lack of proper visibility.
o People might not be aware that JIO services are available in the store.
o Posters were there outside the reliance store showing the new offers but they were not
specifically telling that recharge is done inside the store or get a new sim inside the store
o Oxygen wallet of the reliance store was not working because nobody at the store knew
the details of the oxygen account they were holding.
Recharge &
Sim Issue
Reliance
Digital
DX Mini
Stores
ODSS
Apple
Stores
Retailers

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Suggestions
o Jio could have set up its counters at the entrance of the mall so that all the people entering
the mall can be targeted
o Announcement In the mall on speakers can also be a good option for advertisement
o For each recharge Reliance digital was giving receipts whereas it was not given in any
other channel so this should be stopped and money can be saved
o This store was not supplied with bar code/Coupon required for new sim so for that they
had to install the JIO app in the customer device and then complete the process for new
sim
o It was a time consuming process and customer waited for long time. If it can be avoided
in other stores that should have been done in this store to increase operational performance
Digital Xpress Mini
o DX mini stores are the direct outlets of Reliance, which are having collaboration with
various brands.
o These stores apart from selling the recharge and Sims of JIO are responsible for the selling
of various products of JIO e.g., JIOFI services, LYF Mobile phones, VR headsets ,
Reliance Speakers and Mobile phones of various other brands such as VIVO , Samsung
etc.
o Each DX Mini was having 1 Supervisor with 3 Helpers.

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DX mini - Kachi Chawni
Observations
o Many people were asking for new postpaid Sims, which were not available.
o Store operators told that they were facing some issues with the POS app in between.
o The store was overstocked with the products. They did not had space to keep the
inventory so was lying outside which made the store look congested.
DX mini – Gandhi Nagar
Observations
o Many people wanted to change to postpaid from prepaid sim but were sent back as it was
not happening.
o Problems of giving change of currency, as the denomination 303 is odd and one customer
went back without recharging.
o People were not aware that JioFi needs one dedicated JIO sim. So they thought whether
to take it or not as they had to fill paper CAF for the second sim.
o Many people wanted new postpaid connection most of them were diverted to prepaid as
the same was not available.
o People are not aware of the services that are handled by Residency Road office and by
Gandhi Nagar office.
o Main concern was MNP & Duplicate Sim Issue.

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DX Mini Store – Suggestions
o One dedicated person to explain the things could improve the store efficiency. As all
were engaged in one or the other activity.
o There should be proper system in the store. Activities were handled in a very
unorganized way. Store people were telling each other to collect money and do recharge
etc.
o Proper Signboards can be introduced like "New Sim Here" as per the activity will reduce
unnecessary hassle.
o List of services offered can be listed on the main door to have clarity.
o If possible introduce token system, Size of the store was small so won’t make much
difference.
o They were not able to check for customers that if they have enrolled to prime to not and
on which plant they are. They should be given with some kind of facility to check this for
the customers
o They had to note down all of their transactions of recharge on a separate register, which
is a cumbersome & time-consuming process.
o This should have been automated using technology which could have saved time
and increased the output of the stores
o People were waiting in queues during last dates of offers & this was wasting a lot of time
Proper forecasting can be used to avoid excess inventory
o Automated systems can be employed to order which can be linked to billing so
that when the stock goes below a level the system will order the product (Q-System
Inventory planning)
o This will increase the available cash with the company.
o Multiplying this with the number of DX mini stores in the country, it will be very
beneficial.

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ODSS
o These are 3rd party contract employees of JIO
o There main work is to get more and more customers on board with JIO
o By issuing new sims
o By providing recharge
o These people are mobile and can work from Kiosks or from any other place in the market
o Benefits of having ODSS
o Providing customers with good services
o Reducing load from JIO Centers
o Increasing touch points for customers
o These are not on roll of Jio so their contracts can terminated without any
complications when Jio’s own network is stabilized.
o ODSS were responsible for outdoor sales
o They sit in the kiosks and recharge was done for the people from there
o They noted all the sales with transaction ids on a separate register
o For ODSS the POS was not credited automatically
o Those people have to visit the DX mini store to recharge their POS device
o DX mini stores were refilling their wallet through oxygen wallet
o ODSS has to pay the money upfront for the recharges they do from the DX mini stores
o They were given commission on every recharge they do so as to motivate them to get
more people on board
ODSS-Kunjwani
o Three ODSS were available at this location
o As on 8th
April 2 were enough at that point because it was not that crowded being on the
highway
o They were recharging through Jio money. Therefore, they have to generate a code through
JIO money for a particular recharge amount and then use that code while doing the
recharge.

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o ODSS were not comfortable by this process as they were saying that sometimes their
money was being deducted and recharge was not happening.
o They also told that POS was also showing error frequently.
o Also for every refill, they had to go to nearest Jio store with which they were not
comfortable.
Apple Store-Wave Mall
Observations
o Apple stores were also responsible for selling of Jio sims and recharges
o They had to follow the same process as ODSS for recharge
o The recharges from apple store were very less
Suggestion
o There was no poster/branding done at the apple store for JIO
o Apple store was at the entrance of the mall , So it could have been utilized in a better
way

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Pain Points of customers
o Lack of proper network coverage.
o Customers were confused because there was no proper information on postpaid and
were not aware of the pre-on-post plan.
o Customers were not getting sms confirmation after recharge so they were not sure if the
recharge has been done or not.
o Many customers in the market had complaints of faulty sim from which they were able to
use only data. They were unable to do calling.
o People wanted new postpaid Sims, which were not available, they bought prepaid but were
not happy, as again they have to come to Jio to convert it to postpaid.
o They were not aware that Sims are swapped from KC plaza office so when they were
coming to ODSS they were having the feeling of discontent that they again have to go to
KC plaza now.
o Long duration for activation of second sim enrolled through paper CAF.
o People were not aware of what recharge they have done, ODSS & DX Mini stores were
not able to check for the same.
o Many people have done recharge online but they have not received any confirmation
regarding the same and the same was not reflecting in My Jio App.
o Even on recharging from Jio stores their My Jio app was not showing the updated plans.
o There was no information on My Jio app about pre-on-post plans so people were
confused.
o Most of the customers were aware about prime membership but not about other plans
and summer offer.

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Competitor Analysis
SWOT Analysis – Reliance Jio
Strengths
o Low Tariff
o Wide Network
o Brand Name
o 5G Ready Network
o Innovative technology i.e. 4G LTE services along with VoLTE
o Pan India presence
o Myriad of applications for all daily needs
Weakness
o Network in nascent stage
o Highly dependent on data consumption
o Not easily compatible with 3G Handsets
o Late entry into the market
Opportunities
o Data consumption is increasing due to the advent of smart phones
o People need high speed data

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Threats
o Highly competitive market
o Saturated market
o Price sensitive customers
o Government regulations
o Low switching cost of customer
o Existing competitors have a strong presence, and a loyal customer base, which
would be difficult to address to.
SWOT Analysis – Airtel
Strength
o Very reliable and strong network
o Extensive infrastructure in the country
o Airtel is one of the largest cellular service provider in India, with over 260
million subscribers
o High brand visibility of Airtel
o Strong advertising
o Airtel stores, kiosks, sponsorships etc have boosted the brand presence
worldwide
Weakness
o High tariff
o VoLTE technology not there

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Opportunities
o Fast expanding cellular market can be tapped by Airtel
o Untapped rural market
Threats
o Highly competitive market
o Saturated market
o Price sensitive customers
o Government regulations
o Low switching cost of customer
o Low tariff’s offered by Competitors
Airtel – Jammu
Airtel Store Gandhi Nagar
o Free Prepaid and Postpaid both sims available with Aadhar verification with 15mins
activation
o Airtel has introduced 2 unlimited calling plan in prepaid
o Rs 149 : With unlimited calling from Airtel to Airtel
o Rs 348 : With Unlimited calling to any operator with 1Gb/day of 4G data
o Airtel has also introduced unlimited calling plans in postpaid ranging from INR 499 – 2999
o New sim from Retailers
o Retailers were charging Rs100 for new sim

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o Retailers were issuing new sims with voter id and 4 photographs with CAF
o Activation will take 24hrs
Idea- Jammu
o Retailers were charging Rs50-Rs150 for new sim
o Retailers were issuing new sims with voter id and 4 photographs with CAF
o There is no Aadhaar based activation
o Activation will take 24hrs
o Idea has introduced 2 unlimited calling plan in prepaid
o Rs 138 : With unlimited calling from Idea to Idea
o Rs 348 : With Unlimited calling to any operator with 1Gb/day of 4G data
Airtel vs Idea vs Jio – Prepaid
Insights into various plans offered
o Idea is having the maximum number of data plans of various denominations
o Apart from Airtel others are not offering much on 4G platform
o Vodafone and Idea are still targeting 3G & 2G customers
o Airtel has introduced few plans in 4G category but are costly in comparison to Jio 4g data
plans
o Jio 4G plans are the best out of all the major telecom players in the country

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Sales & Marketing
Reliance Jio has various departments and functions such as Sales and Distribution, HR, Finance
& Administration. In Sales and Distribution, there are three main functions, which are
Devices: This function takes care about the Marketing, Sales & distribution of the various devices
that are available with Jio. 2 Main devices that are in the portfolio of Jio are
o Lyf Handsets
o Jio Fi
Network Components: It covers two things i.e.
o Sims - New Activations and
o Selling recharges to the old customers.
Enterprise: This function provides enterprise solutions to various companies in the region. This
solution is useful for the corporates where the company itself pays bills of the employees and all
the users gets sim number in sequence. Enterprise comprise of Name & large and SMB.
Devices
Lyf Handsets
Four Series of Handsets are available
 Earth : Premium Segment Phones ( Price band : INR 19499 )
 Water : Middle Class Segment Phones ( Price band : INR 6999 to INR 9699 )
 Wind : Lower Middle Class Segment Phones ( Price band : INR 4999 to 8299 )
 Flame : Lower Strata segment ( Price band : INR 2999 to INR 4999)
SWOT Analysis of LYF Handsets
Strength
• Cheapest VoLTE phones available
• Associated with a strong brand Reliance
• Variety of handsets in variety of price points
• Strong financial backing of RIL
Weakness
• New Entrant
• Smartphones have already penetrated a lot
• Interface is not smooth
• No setting apart feature
• Hanging Issues
• Battery Heating & Draining Issues
Opportunity
• VoLTE is a new technology in telecom so LYF is having a big opportunity to penetrate as
almost all its phones are VoLTE enabled

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Threat
• Many new companies are entering the market with cheap smartphones
• Established brands are also introducing new cheap handsets
Customer Reviews about LYF Products
• Boring Designs ( Plastic Material used )
• Old processors used
• Only the flame series is Cheap. Rest all are providing less features compared to price
• Old Android version software used in most of the devices
• Not so great camera
• Battery issue is very prominent
• Camera quality is not up to the mark
• Heating Issues
• Ram is less as compared to the competitors offering
Enterprise
• It comprises of Name and Large accounts & SMB
• Name : 100cr Revenue & 100 Employees
• Large : 500cr & 500 Employees
• For Name , Large & SMB accounts customers are liable to pay a security e.g. 400 on 303
plan
• There are different kinds of Enterprise i.e. Proprietorship , LLP , Private limited and
Government Enterprise
• Basic formality in issuing new sims if ID proof & Address proof of the Authorized Person,
If authorized signatory is not present then letter of authority and proof of the person
authorized.
Different types of connections
• COCP : Company owned company paid
• COIP : Company owned individual paid
• IOIP : Individual owned individual paid
Out of all the above JIO is not offering COIP
• Average connections per SMB in Jammu is around 5 connections
• Average connections of N&L in Jammu is around 25 connections
• Total user base in Jammu in Enterprise segment will be around 18000 users out of which
Jio has already acquired 4000 user.

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Benefits of Enterprise Connections
The main benefit of getting Enterprise connection is that all the users will get the numbers in sequence.
Apart from that, all the connections are treated on a same platform
Why people were not subscribing to Enterprise Solutions
• Clarity on the postpaid plans are not there
• People didn’t wanted to change their numbers as portability was not available
• There were no added benefits of taking corporate connects apart from the sequence of
mobile numbers
Network Components
This is the main product of Jio, which comprise of Sims & Recharges. There are various channels
through which these are being sold are
1. Retailers
2. Dx Mini Stores
3. Jio Centre’s – KC Plaza
4. Jio Offices – Bhatindi Office
5. Enterprise – Targeting the offices and Enterprises
There all are pull methods where customer itself comes to the Jio Point of sales to make the
purchase.
The other method is the ODSS, which is by pushing the sales representative towards the customer
and increase the sales of Sims and Recharge.

32
ODSS-Outdoor Digital Sales Specialist
 These are basically third party people who are working for Jio to increase the sales and to
provide convenience to customers who want to recharge or to get a new sim
 Normally the customer has to reach the Jio office or the stores to get Jio services but these
ODSS reach the people so that it is convenient for the people to reach and save their time
 There work independently in the market i.e. not with retailer neither with the Jio offices
ODSS Present Situation
 There are a total of around 60 ODSS in total in Jammu combined of 5 JC’s in Jammu region
 In Jammu JC there are 27 ODSS and one team lead
 Responsibilities of ODSS
o New Activations
o Selling Recharges
o Selling JioFi Device
 Out of the 27 ODSS
o 20 are out in the market
o 7 are going door to door for selling the Jio services
 Team lead is planning the areas to be served by the ODSS on 10 day basis
 ODSS are recharging their Jio Money via 2 Methods
o Debit Card
o Team Lead transferring the amount through Oxygen Wallet
 Morning before going to the market whoever is having less than 4000 in the wallet are
supposed to get their Jio money recharged through either way
 Money balance is cleared on daily basis as it’s the responsibility of the ODSS to fill their
wallets
 As of last one week 25000 Avg Oxygen money is being transferred to the ODSS daily

33
The Area of the ODSS is planned by TL based on
 Crowd
 No of retailers in the area
 Network Coverage
 Earlier visits of the ODSS in the region
Apart from this, wherever ODSS have earlier sold Sims those people contact them so they go to those
places. They also have contacts with the retailer’s e.g. mobile shops so these people also give those
leads.
Output of ODSS
o Combined recharges of the ODSS daily in the past week
o 70-80 Recharges
o Avg 20 New activations
o Output of various Modes of working of ODSS
o Door to Door
o 12-13 New recharges
o 2-3 New Activations
o Normal Outdoor
o 7-8 New recharges
o Fix location
o 10-12 New recharges
Problems of ODSS
Few problems faced by ODSS are
o Device Hangs a lot
o ODSS has to put their money in advance for the recharging their Jio Money
o eKYC device Connecting issues
o Device battery backup

34
o Oxygen server issues which waste time and they sometimes are losing customers
o Jio money transactions falling
o No recharge messages coming to customer so customer is asking again and again
o Even people who have not recharges their numbers, they are still getting the services so
this is also a reason that people are not recharging
o No proper incentives on JioFi device
Observations & Solutions
o Area planning to be reconsidered
o Based on the Output of ODSS various modes can be ranked
o Door to Door is the best
o Fix is second
o Moving / Normal is the third as the output is the least
o Therefore, after proper area planning, ODSS time planning should also be there so
that they should visit door to door and then go in the proper market.
o Number of ODSS to be reconsidered and properly planned
o Few Issues are very serious like many areas are not having proper network itself so people
are not taking new connections and even if somebody has a sim they are not ready to
recharge.
o If this can be solved sales can be increased in the lagging regions
o Few regions which are having these kind of issues are Satwari , Rs Pura , Mud , Mira Sahib
etc as per ODSS
o As of now many villages are not having proper network, People are having Smartphones
but Jio network is not there so those people are not subscribing to Jio
o Incentive on the JioFI device should be proper , ODSS had complains that they are not
getting incentives. So if more people are taking the device ultimately it will increase the
sales of the Sims also.
o Proper incentives will motivate ODSS to sell the devices also
o Apart from this calling on the numbers is also a good option who have already done
Rs 99 recharge

35
o Few technical issues that ODSS are facing are minor and can be solved easily i.e. either by
replacing or repairing their lyf handsets and eKYC devices
o Doing more outdoor activities
o Increasing incentive might also improve the productivity, as they will be encouraged to
visit more places
o No ODSS is having ID Cards which results in loss of sales even if people are interested.
o ODSS are not keeping Proper Jio money balance.
o ODSS are not working properly , even during day time they are not doing outdoor sales
properly
o Frequent checking for ODSS working during day time should be done by surprise visits in
the market
ODSS Door to Door and Market Survey
Aim: To check the customer perception & status of Jio
 Location
o Panjtirthi
o Talab Tilo
o Bahu Plaza
 People reached : 133
 Out of this 133 , around 94 had Jio sim and 39 did not have
 Sample Size : 133
 Convenience Sampling
Survey Questions
 If they have Jio Sim – Yes / No
o If Yes
 Using for Data / Calling / Both?
 Jio is primary or secondary sim.
 Any Issues with Jio?
 Using Jio Apps?
 Other Sim operator?
o If No
 Why Not?

36
Survey Results – Panjtirthi
95%
5%
Jio-Primary / Secondary Sim
Secondary
Sim
Primary Sim
95%
5%
Jio Usuage-Data Vs Calling
Data
Data &
Calling
45%
20%
35%
Jio Network Issues
No Calling
No Network
No Problem
45%
55%
Jio Apps
Yes
No
35%
20%
10%
35%
Other Sim
Aircel
Airtel
Vodafone
Bsnl
27%
73%
Why No Jio Sim
No 4g Handset
Not Required

37
Survey Results – Talab Tilo
11%
89%
Primary
Secondary
72%
28%
Data
Dat & Calling
28%
22%
50%
Jio Network Issues
Only Calling Issue
No Network
No Problem
39%
61%
Jio Apps
Yes
No
11%
17%
17%
44%
11%
Other Sim
Aircel
Airtel
Vodafone
Idea
Bsnl
67%
33%
Why No Jio Sim
Not Required
No 4G Handset

38
Survey Results – Bahu Plaza
0%
100%
Primary
Secondary
78%
22%
Data
Dat & Calling
22%
78%
Jio Network Issues
Only Calling Issue
No Network
No Problem
22%
78%
Jio Apps
Yes
No
22%
22%
11%
34%
11%
Other Sim
Aircel
Airtel
Vodafone
Idea
Bsnl 83%
17%
Why No Jio Sim
Not Required
No 4G Handset

39
Overall Results
6%
94%
Primary
Secondary
83%
17%
Data
Dat & Calling
31%
16%
53%
Jio Network Issues
Only Calling Issue
No Network
No Problem
36%
64%
Jio Apps
Yes
No
20%
19%
13%
30%
18%
Other Sim
Aircel
Airtel
Vodafone
Idea
Bsnl
74%
26%
Why No Jio Sim
Not Required
No 4G Handset

40
Findings of the survey
 94% of the subscribers were using Jio as secondary sim
 83% of the users were using it for only data usage
 Around 50% of the customers were having issues with the Jio sim , either No network
problem or only data is working in their handsets even on having VoLTE handsets
 Only around 35% people were using Jio apps
 Customers were using primary sim of other operators ( other operators were almost equally
distributed e.g. Airtel , Aircel , Idea , Bsnl and Vodafone )
 The people who were not using Jio sim were mainly because of two reasons
 They were not having data requirements ( 74% )
 They were not having 4g Handsets (26% )
 If we analyze the data on the area wise 100% of the population was having issues with the
network in Panjtirthi area where issues were not there in Bahu Plaza and Talab Tilo.
ODSS Telecalling Survey
Aim: The aim of the survey was to check why the customers are not recharging their numbers
and try to convince customer to recharge as soon as possible.
Area: 2 of the 5 JC in Jammu State were targeted i.e. Jammu and Katra JC
Questions of the survey:
1. Tellecaller Name
2. Customer Jio Number
3. Customer Feedback
o Not Reachable/Switched Off
o Not Picking the call
o Already Recharged
o Will Recharge from OutletOnline
o Willing to Recharge from ODSSCDSS
o Not Willing - Network Issue
o Not Willing - No 4g Device
o Not Willing - Already having Multiple Connections
4. Willingness to Recharge
5. Lead Generated
Observations – Jammu JC
 Sampling : People who have not recharged their Jio mobile numbers but are Jio Prime
members
 15 ODSS & Distributors were employed for this purpose.
 On an average 500 people were called in a day.
 Overall around 9000 people were contacted
Results of the survey

42
 Customer Feedback
20%
0%1%
18%
40%
0%
4%
1%
15%
1%
Customer Feedback
Already Recharged
Network Issue
Not Interested to Recharge
Not Picking the call
Not Reachable/Switched Off
Not Willing - Already having
Multiple Connections

43
 Lead Generated
 Willingness to recharge
78%
22%
Lead Generated
No
Yes
65%
27%
3%2%3%
Willingness to Recharge
No Date Mentioned
Not Willing to Recharge
Will Recharge within 2 Days
Willing to Recharge in 1 Day

44
Observations – Katra JC
 Sampling : People who have not recharged their Jio mobile numbers but are Jio Prime
members
 3 Distributors were employed for this purpose.
 On an average 100-150 people were called in a day.
 Overall around 1500 people were contacted
Results of the survey
 Telecaller wise data
6%
37%
57%
Telecaller Wise Data
Atoot Communication
S.G Communication
Vineet Electronics

45
 Customer Feedback
14%
1%1%
17%
51%
0%0%0%
16%
0%
Customer Feedback
Already Recharged
Network Issue
Not Interested to Recharge
Not Picking the call
Not Reachable/Switched Off
Not Willing - Already having
Multiple Connections
Not Willing - Network Issue

46
 Lead Generated
 Willingness to Recharge
20%
80%
Lead Generated
No
Yes
90%
3%1%3%3%
Willingness to Recharge
No Date Mentioned
Not Willing to Recharge
Will Recharge in 1 Day

47
Market Survey to check Service Level of Jio vs Other Telecoms
Aim: To check the service level of Jio and comparison with other Telecoms
Sample: Multi Brand retail outlets in Jammu for Sim Issue and Recharge purpose
Sample Size: 20 Multi Brand Retailer
Questionnaire:
 How frequently sales people are visiting the retailers
 Which operator’s sim issue process is easy
 Which operator’s recharge process is easy
 Which operator is having more complaints
 Which operator is quickly responding to complaints
Sampling: Convenience Sampling
Results:
 How frequently sales people are visiting the retailers
12
8
JIO AIRTEL
How frequently sales people are
visiting the retailers (Average)

48
 Which operator’s sim issue process is easy
 Which operator’s recharge process is easy
85%
15%
Which operator’s sim issue process is
easy
Jio
Airtel
60%
40%
Which operator’s recharge process is
easy
Jio
Airtel

49
 Which operator is having more complaints
 Which operator is quickly responding to complaints
70%
30%
Which operator is having more
complaints
Jio
Airtel
30%
70%
Which operator is quickly responding
to complaints
Jio
Airtel

50
Conclusion & Suggestions
 The main complaints about Jio were about the network so it should be taken on priority
and steps should be taken to improve
 In addition, the time taken to resolve the customer complaints was more as compared to
the other operators.
 There were few complaints about recharge failures and refund issues
Digital Marketing – Promoting Jio in Jammu
Social Networking
 Using Social Media websites to stay connected to people
 Facebook pages and twitter handle can be used very effectively.
 People are constantly online these days on Facebook and twitter so we can be
in constant touch with the customers
 Specifically commenting on treading news to increase views.

51
Youtube
Blogging
 Blogs can be a very good source of engaging audience.
 Apart from the content in the hexagon, blogs can have
 other general informative stuff in related fields to engage with
 Customers on regular basis.
 Also the blog links can be shared on the social network
 Websites to bring in more audience.
Descriptive videos of Jio
Apps e.g. content they
offer & how to use them
Both 4g & Jio
apps like Jio
Cinema will be
promoted
Upload these
videos on blogs
and social
Networks
Share blog links
on Social
Networks
Blog
Content
Details
about Jio
Stores &
Offices Details
about
Retailer
s
Current
Offers
in
RegionRegion
Specific
Informatio
n
Videos
from
Youtube
about
Apps
Services
handled by
various
Stores

52
Student Campus Ambassadors
Jio
Schools &
Collages
Campus
Representatives
Promotion in their circle i.e
Informal groups between friends
In return issue them
with certificates/
goodies
Free promotion
for Jio

53
Slideshare & Linkedin
Email Marketing
Share it to
spread the
word
Upload on
Slide share
& other
websites
Presentation
can also be
about Jio
apps use &
features
Make
Presentation
about
products or
comparison
with
competitor
Sending Emails to
Targeted Audience
Emails can be from
Anonymous Source
(If Required)
Content can also be
clubbed with other
content to give a
generic look to mail

54
Cross Promotion
Onboarding of Colleges (Campus Wi-Fi) under Digital India Program
Main highlights about the offer
 Free Installation
 No monthly charges
 Free Access to Wi-Fi 20MB/Day/User
Aim: To bring more and more colleges / public places on board with Jio Wi-Fi
Process Followed
 All the major colleges were shortlisted
 All the major public places were shortlisted
 After shortlisting the colleges, one by one these were targeted and if they show
interest then a detailed discussion was done with them.
 After the discussion, agreement was signed with them for the setup of Wi-Fi in the
campus
Output
In Jammu region, I had discussion with around 15 institutions in Jammu. After having discussion with them,
all were positive and after few rounds of subsequent discussions, they agreed to set up Jio Wi-Fi in their
campus.
Giving
free/Subsidized
Internet access
to Outdoor/
Indoor Local
Events
In Return getting
free promotion
from that event

Summer Internship Report Reliance Jio - Customer Acquisition and Retention for Reliance Jio

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