Deck - Crizzards

8/13/2019 Deck - Crizzards

1/13

Utham K S 9167410046

Tarun Gupta 9004193929

Vivekananda Parepalli - 9619193469


2/13

60% Year on

Year Growth

NO 1 in INDIA

4 Million

Passengers/Yr

Among TOP 5

in the WORLD

YET, GROWTH POTENTIAL ENORMOUS

AS MERU S MARKET SHARE IS 9% OF TAXI

INDUSTRY

IT Integration

BEST in CLASS

10000

TAXIS IN

2YRS

INCREASE

CUSTOMER

TRAFFIC


3/13

INCREASE PURCHASE

FREQUENCY

MANAGE CUSTOMER

RELATIONS & LOYALTY

FLEET EXPANSION &

DRIVER MANAGEMENT

MARKETINGPROBLEM

DEMAND MANAGEMENT

Customers

Drivers

FocusPoints

Systems


4/13

RESEA

RCH

METH

ODOLOGY

MOST

GOODS

MOST

SERVICES

} }

}HIGH IN

SEARCH

HIGH IN

CREDENCE

HIGH IN

EXPERIENCE

TAXI SERVICE

Research Problem & Method

1. Identify Experiential Factors

that appeal during a Taxi Service

Secondary Research

2. Classify customer alignment on

the above identified factors

Primary Research(Online with100+ Responses)

Analysis Techniques:

1. Factor Analysis - to find out the

important features influencing

customer buying decision

2. Cluster Analysis (Dendogram) -

to find clusters of customer

segment through correlated

features

DRIVER MANAGEMENT INSIGHTS

Research Problem

To identify issues & Challenges involved in Driver

Management System

Method

1. In - Depth Interview with Drivers

2. Q&A Session with Mr.Rajesh Puri, CEO Meru Cabs

CUSTOMER INSIGHTS

Continuum of

Evaluation


5/13

DRIVER

INSI

GHTS

PARTNERGOODWILL

EXTERNALSERVICEQUALITY

CUSTOMERSATISFACTION

CUSTOMERRETENTION

PROFIT

POSITIVES

1. Drivers are convinced about the potential of the company.

2. Competitors like Easy Cab not in the consideration set of drivers as

potential employer.

NEGATIVES

1. Poor and bureaucratic Car Maintenance Services

2. Weak HR Cell

3. Low belongingness feeling for the company

4. High Stress levels; on an average driving more than 14 hours daily

5. Micro finance scheme for housing not known to many6. Remote Families augment social pressure

7. Scheduling and Bid allotment system lack sensitivity towards driver

preference


6/13

DR

IVER

PROG

RAMS

PARTNERGOODWILL



CUSTOMERRETENTION

PROFIT

Manage driver preferences, home location, track record, leavedetails,

Scheduling and Bidding System should work closely with DIS

Use it to provide good mix of long and short distance trip to thedriver

Driver InformationSystem (DIS)

Create strong and effective HR and Grievance cell to win Driverstrust

Create a Leave Policy for the drivers

Encourage Referral Programs for recruitment

Start welfare activities such as Free Medical Checkup Fair,Housing Loan, Job to Family Members

Driver Welfare

Make maintenance services more accountable and transparent

Track Quality of maintenance services

Open Proprietary workshops in other regions if the model works inMumbai

Car MaintenanceServices

LETS GROW TOGETHER


7/13

SEGMENTATION

JUST A TAXISERVICE

CLUSTERING

DESIRED QUALITIES

BOOKING

CONVENIENCE

DRIVERBEHAVIOR

PAYMENT

OPTIONS

ON TIME

SERVICEPRICING

SAFETYPREMIUMSERVICES

FACILITIES

SECURITY

COMFORT

CLUSTER1

CLUSTER2

CLUSTER3

CLUSTER

4

ONTIME SERVICE

SAFETY

SECURITY

COMFORT

BOOKING

CONVENIENCE

ON TIME

SERVICE

COMFORT

PRICING

COMFORT

DRIVER

BEHAVIOR

PREMIUM

SERVICES

RELIABILITY

CONVENIENCE

BASIC

PREMIUM

F O C U S

C U S T O M E R


8/13

CUSTOMER

PRO

GRAMS

PARTNERGOODWILL



CUSTOMERRETENTION

PROFIT

MERULOYALTY

PROGRAMS

EARN

- Earn MERU Pointswith every service

- Points earned willbe proportional todistance travelled

BURN

1. Equity basedrewards

2. ProvidePreferential

Services

YEARN

Increased CustomerRetention and

Loyalty

Members with

more than xxxpoints will be

qualified as

Priority

Customers


9/13

CUSTOMER

PRO

GRAMS

PARTNERGOODWILL



CUSTOMERRETENTION

PROFIT

RELIABILITY CONVENIENCE BASIC

LOYALTY MARKETING

Link loyalty program with MERU Promise RELY ON US

Pay Extra points to customers on every delayed service

ON TIMESERVICE

Booking Time: Provide option to opt for MERU Is SecureCall (Info Seeking)

Service Time: Customer receives a call from MERU andinformed about MERU Is Secure i.e. GPS tracking, PanicButton, Verified drivers, Emergency numbers (SMS in case ofemergency or driver misbehavior)

SECURITY

PRESENT CLV Rs. 183.66

ESTIMATED CLV AFTER ABOVE PROGRAMSRs. 769.658


10/13

CUSTOMER

PRO

GRAMS

PARTNERGOODWILL



CUSTOMERRETENTION

PROFIT

CONVENIENCERELIABILITY BASIC

LOYALTY MARKETING

Cab-Partners for top Corporate houses

Lenient Credit PolicyEnsure availability of cab

Engage new and well maintained cabs, Airport Placard ServiceCORPORATEPARTNERSHIP

Design flexible programs like MERU for Office Drop, MERU for SchoolDrop, MERU for 4 hours, MERU for 8 hours

Collect advance payments and ensure availability of cab

Daily Same Driver Same Cab

SPECIALMONTHLY

PROGRAMS

Spread awareness about new booking media like SMS booking, Onlinebooking

Provide Queue Jump in IVRS booking to Priority Customers

EASE OFBOOKING




11/13

CUSTOMER

PRO

GRAMS

PARTNERGOODWILL



CUSTOMERRETENTION

PROFIT

BASICRELIABILITY CONVENIENCE

LOYALTY MARKETING

Collaboration with Media houses

Newspaper, City Guide, Maps Magazines, Radio,Mobile Charger

BASICFACILITIES

Airport Placard Service

Cabs with extra cargo space

ONREQUESTSERVICES




12/13

Booking Scheduling ServiceDelivery

PaymentHappyCustomer

More Cars &

Recruit ,Retain Drivers

Upgrade the booking System

Provide options at the time of booking Promote the Priority customers in the queue

Advertise different booking media available

Create and integrate the DIS with Scheduling System

Create ability to ensure availability of cabs for PriorityCustomers

Conduct Focus Groups with Drivers

Frame leave and welfare policies Increase accountability and transparency of

maintenance services

Create Lenient credit policy for Corporate partners

Advance payment policy for Special monthly programs

Create Customer Management System

Track the points earned Provide exciting burning options

Fleet: Rate of growth - 9000 in Two Years

Customer base increasing at 5% every month

Drivers: Conduct Focus Groups with Drivers

Frame leave and welfare policies

Increase accountability and transparency of maintenance

services

E

NHANCEME

NTS


13/13

THANK YOU

Documents

Deck - Crizzards