VODAFONE ESSAR LTD Process Note/Business Case M SUBJECT Caller Tune deactivation through USSD code pan India

Currently a customer can activate the caller tune service through *567# !o"ever# there is no USSD deactivation code $or caller tune !e can deactivate a caller tune only via SMS % deactivation USSD code is re&uired 'ecause a customer may not 'e a'le to deactivate through SMS i$ his 'alance is lo"er than the threshold This results in re&uest $or caller tune deactivation calls at the call center % deactivation USSD code is re&uired 'ecause a customer may not 'e a'le to deactivate through SMS i$ his 'alance is lo"er than the threshold (ecommended code is *567*5)*# "ith a con$irmation $rom the customer Currently + , million calls land at call center $or caller tune deactivation re&uest Implementation o$ USSD code $or deactivation "ould result in 5- decrease in calls "hich results to . * millions o$ savings per year /ngoing $rom ,)st %ug +0)0

BACKGROUND

PROPOSAL FINANCIALS DURATION

%nne1ure2 3rocess $lo" o$ Caller tune deactivation through USSD Sa$ina C%an"ar

Initiator Fast For!ar" Tea#

Ra&s%e'% ar (et)u"
Corporate 53 4 6usiness Improveme nt

Jo*"ee+ G%os% D7M 8 9inance:3ro; ect Tiger<

(a"%a, (a-%otra 7M 4 Service 3rocess Manageme nt 7roup

La's%#i'ant Natara&an

B&as (urt%* =53 4 3roducts > Services

(a"%u#at i Le-e Corporate 53 4 Customer Service

CS4 domain lead

53 4 5%S Technology

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