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<strong>Together</strong> <strong>good</strong> <strong>things</strong> <strong>happen</strong><br />
customers<br />
While customer empowerment through self service has been a key strategy, we have also created ~23,000 <strong>Airtel</strong> service<br />
centers in rural India to be closer to our rural customers and provide service in the local dialects. These have been received<br />
very well by our rural customers and plans are afoot to add another 16,000 service centers in the coming year.<br />
Financial year 2009-10 marked the strategic initiative of Network Services Group (NSG) – bringing together all the network<br />
operations into a single umbrella providing; greater control on network planning & partner management for a “One <strong>Airtel</strong>,<br />
One Network” customer experience.<br />
In February 2010, <strong>Airtel</strong> launched its Unified Network Operations Centre (UNOC), which is a world class integrated operations centre<br />
for Managed Service Providers/Bharti managed Network Operating Centers, an initiative under NSG. It showcases <strong>Airtel</strong> capabilities<br />
to customers and helps in delivering One <strong>Airtel</strong> Experience to customers. The thrust on unification has also brought an array of<br />
Customer Service Touch Points together to serve as One <strong>Airtel</strong>, supported by Call, Mail, Web and Relationship Centers for all regions.<br />
With a single account (integrated for all <strong>Airtel</strong> products) at www.airtel.in, customers can log in and manage a host of services -<br />
postpaid mobile, broadband, digital TV and fixed line phones.<br />
<strong>Airtel</strong> is constantly renewing its bond with the customer by enriching his/her life in its various dimensions and is making <strong>good</strong> <strong>things</strong><br />
<strong>happen</strong> – all the time!<br />
“The power of India is the power of its people - of our intellect, our values, our entrepreneurship and<br />
our diversity. It is the unleashing of the energy of the Indian people that has propelled India to its<br />
current path of growth and increasing prosperity. The task before us now is to sustain this growth<br />
momentum by including more and more people in the economic mainstream through strategies for<br />
empowerment. <strong>Together</strong>, we can make this <strong>happen</strong>“<br />
Chanda Kochhar<br />
Managing Director & CEO, ICICI Bank Limited
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