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    Blusmart: Customer Relationship Management

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    Ashish
    This document discusses Blu-Smart, an electric vehicle ride-sharing company in India. It outlines Blu-Smart's mission and features, then discusses challenges the company faces in customer relationship management. Specifically, it notes issues with scheduled ride booking and missing safety measures. Finally, it provides recommendations around people, processes, and technology to improve Blu-Smart's CRM strategy and customer retention.

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    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd

    Blusmart: Customer Relationship Management

    Uploaded by

    Ashish
    739 views11 pages
    This document discusses Blu-Smart, an electric vehicle ride-sharing company in India. It outlines Blu-Smart's mission and features, then discusses challenges the company faces in customer relationship management. Specifically, it notes issues with scheduled ride booking and missing safety measures. Finally, it provides recommendations around people, processes, and technology to improve Blu-Smart's CRM strategy and customer retention.

    Original Description:

    Analysing business of BluSmart and probable gaps in customer relationship management

    Original Title

    BLUSMART

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    This document discusses Blu-Smart, an electric vehicle ride-sharing company in India. It outlines Blu-Smart's mission and features, then discusses challenges the company faces in customer relationship management. Specifically, it notes issues with scheduled ride booking and missing safety measures. Finally, it provides recommendations around people, processes, and technology to improve Blu-Smart's CRM strategy and customer retention.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    739 views11 pages

    Blusmart: Customer Relationship Management

    Uploaded by

    Ashish
    This document discusses Blu-Smart, an electric vehicle ride-sharing company in India. It outlines Blu-Smart's mission and features, then discusses challenges the company faces in customer relationship management. Specifically, it notes issues with scheduled ride booking and missing safety measures. Finally, it provides recommendations around people, processes, and technology to improve Blu-Smart's CRM strategy and customer retention.

    Copyright:

    © All Rights Reserved
    Download as PPTX, PDF, TXT or read online from Scribd
    Download as pptx, pdf, or txt
    of 11

    BLUSMART

    CUSTOMER RELATIONSHIP MANAGEMENT

    A S H I S H D I WA K A R

    MANIK RAJAN

    S AT YA K AU L

    E S WA R R A O KO N D A PA L L I
    COMPANY
    OVERVIEW
    • Blu Smart is India's first all electric
    shared smart mobility platform for
    efficient, affordable, intelligent,
    sustainable ride-sharing, car-
    sharing and scooter-sharing.
    • Building a comprehensive and
    holistic smart electric on-demand
    mobility platform covering the
    entire value chain of smart
    mobility, smart charging and
    smart parking

    SOURCE: BLU-SMART.COM
    FEATURES as claimed by company

    1. All cars are 100% Electric, and have zero-


    tailpipe emission.

    2. Purge the Surge. No surge pricing

    3. Quiet Revolution. Noise less cars

    4. Move without Frustration. No cancellation


    after bookings.

    SOURCE: PLUG-IN INDIA


    “ No matter
    THEN, how good a product is,
    either technically, fulfilling
    WHAT ARE THE needs or addressing
    problems, it doesn't sell
    CHALLENGES? itself”
    ISSUES TO BE ADDRESSED
    IMMEDIATELY
    “Scheduled” Ride Booking

    Safety measures missing (No mention of emergency


    contact)

    Help ( IVR and email ) ( No chat or faster method)


    THE TRIAD

    PEOPLE

    TECHNOLOG PROCESS
    Y
    PEOPLE PROCESS TECHNOLOGY

    CRM Strategy starts with people Process Mapping Last step dilemma

    Employees’ and Customer’s needs Necessity of processes Application**

    Hiring Right People Redundancy in performing Tasks Working proof**

    Behaviors that are important for getting Integration with current infrastructure
    Synergy
    and keeping customers and historical database

    Employees’ Reaction to Change** Rectification of Processes Time to integrate

    Drivers of Behaviors Replacement of People with Technology Extent of Usability by People

    ……… Service Level Agreements ROI? How to measure?

    Extensive marketing done to keep CRM


    ………. ………
    on track
    VALUE DISCIPLINE

    Product Operational Customer


    Leadership Excellence Intimacy
    LEVEL OF RETENTION STRATEGIES
    FINANCIAL SOCIAL C U S T O M I Z AT I O N STRUCTURAL

    VOLUME FREQUENCY CONTINUOUS RELATIONSHIP: Mass customization


    Lower Prices for bigger Maintaining a continuous relationship is Lacking now Integrated information
    volume recommended. Required: systems
    Blu-Smart can achieve high NPS and be Fixed slot booking  customized Not applicable presently
    Lower maintenance for fleet the Market’s Go-to-Application Data analysis

    Joint Investments
    PERSONAL RELATIONSHIP:
    Anticipation/ Innovation With driver
    STABLE PRICING Personal Relationship building is
    Engage services With charging infra partners
    Fixed rates or no surge recommended to help get more
    Customers latent needs With Vehicle
    observed Insights each ride. (Drivers-Rider
    financers/companies
    Relationship)
    Others* (engage)

    BUNDLING AND CROSS-


    Shared processes
    SELLING SOCIAL BONDS AMONG
    Customer intimacy &Equipment
    Not Applicable CUSTOMERS:
    Lacking now App (provide better features)
    Interaction Limited so Difficult (No Pool
    Comes with MC+ A/I Charging infra (public use also)
    bundling can be done with Service)
    Cars
    transit* services
    D
    a
    il
    y
    Frequent

    Rare
    CRM PLAN
    PRODUCT USAGE CYCLE

    Awareness Booking Transit Payment Feedback

    Ease of app Driver behavior


    experience Inclusion of Instant feedback in car
    Targeted multiple payment
    advertisement Customization
    Customized gateways Elemental Feedback
    experience for a Engage rider
    Generic recurring customer Credit System
    advertisement
    Safety Buzzers
    Reducing Lag time
    Insurance

    RETENTION

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