Professional Documents
Culture Documents
• Introduction
• Existing CRM Practices
• Customer Experiences
• Stations of Experience
• Recommendations
Introduction
• Started in 1942 by 4 entrepreneurs
Champaklal Choksey
Chimanlal Choksey,
Suryakant Dani and
Arvind Vakil as
“Asian Oil and Paints Company”
• Turnover of 3.5 lacs within 3 years
• In 1967 Asian paints became the tenth largest paint company in the world.
Industry
Consumer products
Revenue
US$1.1 billion
Employees
5,000 (worldwide)
Headquarters
Mumbai, India
Web Site
www.asianpaints.com
Implementation Partners
Mahindra IT Consulting Pvt. Ltd., a unit
of Mahindra & Mahindra Group; SAP Consulting
Vision
Asian Paints aims to become one of the top five Decorative coatings companies world-wide
by leveraging its expertise in the higher growth emerging markets. Simultaneously, the
company intends to build long term value in the Industrial coatings business through alliances
with established global partners.
Key Challenges
• Develop a direct link to the customer
• Standardize sales delivery processes used by Asian Paints Homes
• Solutions providers
• Institute an online ordering and accounting system for providers
• Implement a real-time reporting system for employees and
• business partners
CRM Practices
• Standardizing the sales delivery process to ensure the same quality of service every
time to the customer
• IT system enabling both the provider and Asian Paints Home Solutions to view all
customer interactions and financial information in real time.
• A variety of Customer Surveys provided to the channel members to provide real time
information.
CRM Practices
• Ask Aparna
• Colour Speak
• Foresite
• Home Solutions
• Paint Calculator
• Painting Guide
• Painting Tips
• Project Sales
APHS - Service and Process
Asian Paints Home Solutions is a professional painting service offered by Asian Paints
Limited. The service was initiated as a pilot in Hyderabad in the year 2000 and currently is
available in 13 cities all over India - Ahmedabad, Bengaluru, Baroda, Chandigarh, Chennai,
Coimbatore, Cochin, Delhi, Hyderabad, Jaipur, Kolkata, Mumbai, NCR (including Gurgaon,
Faridabad and Noida) and Pune. Till date we are proud to have built up to more than 55,000
satisfied customers.
The objective of APHS is to provide a professional, hassle free painting service for consumer
homes. The service also offers a range of exciting themes and special effects to give a signature
look to each wall. Customer feedback over the years has consistently shown that 4 out of every
5 customers who have tried APHS are satisfied with the service. A statistic to reiterate this: 1
out of every 3 customers today is acquired through referrals from existing customers.
How will APHS undertake & execute painting job at your home –
As an interested prospect, you may contact APHS Customer Care through the following routes
Call our national toll free no. 1800-209-5678
e-mail us at customercare@asianpaints.com
A Customer Care Executive will record your requirement, interest in the service and schedule
an appointment for a site visit.
A Sales Associate will visit your home on the appointed date & time.
He will explain the various products and painting systems available and suggest options
given your need.
With your consent, he will get measurements done for the chosen paintable area
through a panel applicator assigned for the job.
He will finalize the Painting Estimate as per the measurements, painting systems
chosen and the standard rate card.
The Sales Associate will introduce you to the Relationship Associate who will be
responsible for the execution of the job, and handover all points discussed with you so
far, before start of the actual painting job.
CRM Enabling Business Flow
CRM Through SAP
Customer Experiences
ASSIGNMENT on
“CRM Of Asian Paints”
(5th term - MID TERM)
SESSION-(2009-2011)
Submitted By(GROUP-2)
Poonam Mangaraj (PGPLSCM/09-11/18)
Bismaya Ranjan Samantaray (PGPLSCM/09-11/6)
Sudhir Kumar Behera (PGPLSCM/09-11/29)
Deepak Kumar (PGPLSCM/09-11/9)
Amit Sarkar (PGPLSCM/09-11/2)
A.Gopinath Pradhan (PGPLSCM/09-11/1)
Submitted To
Prof. Sunil Kumar Pradhan