7. Suggestions
Revise refund policy within trial period
Modification of Sales Return process
8. Proposal
Inorder to minimize Fake Sales &
decrease Churn, a major change is
required in Sales return process.
Incaseof termination of services original
customer will have to visit Customer Care.
10. Benefits
Feedback of Original customer.
Lesser Human resource requirement.
Fuel Consumption
Fakers will be discouraged
11. Business Requirements
Information System
Placement of one CCR at each Customer
Care (Total 5)
Training of staff
Resources required at all Customer Care
Centers
19. Conclusion
By implementing this we can reduce Fake
Sales by 80%.
This process will also increase retention
Rate to 25%.
No requirement of dismantling team
Since this is a major change close
monitoring will be required for any
resistance against the process.