Académique Documents
Professionnel Documents
Culture Documents
Current Scenario
Captive Market A Distribution Approach rather than a Marketing Approach A Supply-Demand mismatch an advantage over the customers The recession hit labor market employees over burdened with work
Strengths
Better Brand Image of Bharatgas built over decades edge over other OMCs Quickest Delivery time despite current adverse market conditions
AIBDA
Why Bharatgas.?
Quickest TDT (Target Delivery Time) Better Brand Image Greater Market Visibility High Customer Service Standards
Post-capping Issues
Decrease in Employee Retention Negative impact on the Cost Benefit ratio to Distributors
Road conditions
Software
Others
Cancel all option to be provided for in the cash memo cancel section
Allow full viewing and use of portal and package on Android, Apple and other Tablets for faster and easier communication
Diversion of Cylinders
Triple pricing Root Cause
An Interdependent Relationship
Company policies
Factors affecting LPG Supply
Distributor Rating
** It is Unjustified to rate a Distributor without considering all these factors
A Bureaucratic approach
Company formulates policies and makes decisions
Distributor is expected to implement the same (no opinions/suggestions taken before policy formulation)
** The distributors suggestions and opinions matter a lot as the end result has to be achieved through them
Waste of customers time & money (need to visit distributorships very often)
DBTL
Advantages
Enables single pricing Eliminates diversion
Disadvantages
Increased documentation Requires double working capital Increase in customer queries and complaints
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Communication:
IVRS/ SMS/ WEB Customer friendly technology Quick response at minimum cost Promote IVRS Booking
Backlog - Ramification
Refers to shortage in supply of cylinders leading to delay in delivery time
Leads to diversion customers bribe delivery boys to give out of turn refills Unwarranted disruptions leading to arguments between customers and distributor staff degrading relationship between customers and distributors
Ensure accurate delivery information is conveyed to customers Ensure prompt delivery of refills to the right customer with the right quantity & PDI
Ensure display of cylinder stock and delivery dates at distributorships Adequate training to staff on customer handling and resolution of queries/ complaints To clear backlog by working overtime once supplies are made available
To handover the actual backlog details to the company from time to time
Ensure that infrastructure necessary for bottling and dispatch made available in accordance with the market demand PDP to be devised only after doing a realistic study of demographics: per capita/ Customer, population wise
Keep full spare cylinder to avoid running out of gas Not to induce deliverymen for taking out of turn refills leading to diversion
Improving TDT
Timely delivery of supplies/ loads to distributors
Personal supervision of staff/ deliverymen Increase in Distributor Commission added incentives to deliverymen to speed up TDT
Leveraging Technology
Understand, study and embrace new technology
Making the customers understand that expected service cannot be provided due to reasons beyond our control
Being frank, clear but at the same time humble in communicating the facts will take relationships to larger and sustainable heights
Making a difference!
Keep track of market realities, changes, customers expectations Make changes in strategies according to changing times