ONE TOUCH SOLUTIONS (Mobile APP)

Shantanu, Roll No.

36
Gauri, Roll No.
54
Akanksha, Roll No.
37
Monideepa, Roll No.
27
Shweta, Roll No.
25
 One Touch
Solutions - After
Sales
Product Lifecycle
Management
 Executive Summary

Ours is a startup company owning One Touch Solutions mobile application

which will tie up with different manufacturer globally and whenever anyone
buy any product they can register/ authenticate the product just be entering
the product code (product unique id ) or scanning the QR code/Bar Code .
In case of any defect or complaint regarding product customer can use the
same application to inform to the manufacturer.
All the warranty related information will be also saved for the customer in
the mobile application.
Customer will also be given option to buy online insurance / extended
warranty.
Customer can use the mobile application to track service need and create
service request. In cases of re-sale or legal issue same service history could
be used by both manufacturer and customer
 Executive Summary

Manufacturer will be allowed to advertise new offering / version / to the

customer using the mobile application
This Application will just act as platform between customer and
manufacturer, Manufacturer will have to fund /enhance the services as and
when required. Application will take to manufacturer web portal for any
additional services
Mobile application can be developed Android, IOS and Apart from mobile
app services can also be accessed from the web browser
Use Case
 Vision

One Touch Solutions mobile application aspire to become global de facto application
for all after sales service needs for customer across the world .
Portfolio: Bring to the world a ubiquitous mobile application to track and deliver after
sale service for product and services .
People: Be a great place to work where people are inspired to be the best they can be.
Partners: Collaborate with different organization to provide various after sales services
. Partners will include manufacturer, insurance company and service providers
Profit: Maximize long-term return to shareholders while being mindful of our overall
responsibilities.
Productivity: be a highly effective, lean and fast-moving organization
R&D and Technology : Adopt to newer technology to bring enriching experience to
end users
 Mission

Complete service solution just click away . Single

application umbrella service of all global manufacturer
and service provider.
Integrated after sales service for products and services.
Better ROI to end customer with respect to after sales
services needs.
To aggressively tie with different organization and
collaborate to provide best in class after sales services to
end user.
To gain sizable market share at fast pace.
 Revenue Model

Before Break Even After Break Even

Online advertisement Online advertisement

Charges on special Charges on special
services from services from
manufacturer such manufacturer such
analytics services on analytics services on
consumer data consumer data
Charges from new service Subscription charges from
providers manufacturer after
capturing substantial
market
Charges from insurance
companies for selling their
product online
 SWOT Analysis

Strengths Weakness
1. One stop shop for customers
service need 1. Need to tie with large number of
2. Monitoring/ Tracking service for manufacturer and service provider
customer service 2. End service will be provided by service
3. Bring customer closer to Producer partner
4. More options for Customer to choose 3. Funding need

Opportunity
Threats
1. Opportunity to capture large market
base
1. Monopoly of established brands
2. Access to multiple organization in
2. Easy to replicate the idea
one application
3. New Competitors or Competitions from
3. Marketplace to new service provider
established market players
4. Multiple options to choose for
service need
Technical Details
Market Research

Objectives

To identify and define marketing opportunities and problems.

To uncover whether or not there is a healthy demand around our
business idea.
To know the after sale service perception of customers.
To elicit the opinions of consumers on various issues relating to after
sale service.
Market Research

Objectives
To ascertain satisfaction levels of customers and
its influencers.
To find what difficulties customers encounter
while looking for after sales services.
To measure the impact of the above analysis on
future sales.
In the light of above enquiry, formulate market
strategy & also investigate the possibility of
partnership/ collaboration.
Market Research

Type of Market Reseach

Concept testing- to test the acceptance of a concept by target consumers.
Demandestimation to determine the approximate level of demand for the
product.

Methodology
Survey method using a semi structured questionnaire was used for both of
the above estimations.
The information has been gathered from both primary sources and secondary
sources. Opinions from as many as 100 respondents were collected .
Sample Design

Random sampling was used to select respondents,

25 consumers each of 4 major companies (Chroma,
Reliance, LG, Samsung) were selected at random
and their opinions on various issues were pooled.
Apart from the primary sources, information from
secondary sources such as journals, books and
articles was collected. Information was also
collected from browsing.
Data Collection

In all 50 male customers and 50 female

customers were selected and using a
questionnaire, their opinions are elicited on
various issues like their experience, defects of
products, attending queries, timely attending to
after sale service and overall experience.
Sample Questionnaire

Q.1 What expectations do you have from after sales services?

Q.2 How often do you end up purchasing a defective product?

Q.2 What is the most preferred tool for availing after sales service?

Q.3 What problems you usually face in the after sale services of
companies?
Sample Questionnaire

Q.4 Delivery of after sale services within the time frame ?

Bad/ Average/Good/ Very Good

Q.5 What is their level of satisfaction from the after sales services of the
companies mentioned in the questionnaire?
Not satisfied/ Average/Satisfied /Excellent

Q.6 What is your opinion about these companies in resolving queries promptly?
Bad / Average / Good /Very good
Business to business (B2B) Research

Business to business (B2B) research is more

complicated than consumer research.
Most business research leads to strategic decisions
that are strongly based on the research findings.
Companies included are Chroma, Reliance, LG and
Samsung.
 Analysis & Interpretation

More personalization & More options-self-service, voice, digital and social means to
interact.
The phone is still the most preferred tool,
Web self-service 18%
Online communities 39%
Chat 43%.
Analysis & Interpretation

Constant contact-
Utility customers want emergency notifications texted to their cellular
devices
B2B customers prefer periodic emails notifying them of scheduled
maintenance or contract renewals
Retail and tech customers are more likely to keep a keen eye on social
media for the latest news.
Give front-liners more control.
Listen closely, respond quickly
Analysis & Interpretation
Lack of Information
Malpractices by Suppliers
Poor after-Sale-Service
Customers have to give constant reminders for after-sale-service.
Customers have to get the equipment repaired or serviced by third
party even during the service contract period due to poor after-sale-
service.
Problem of Duplicate Goods
Problem of Delivery of Goods
Delivery of after sale services within the time frame is an indicator of
customer satisfaction.
Satisfaction Level of Customers (In
Percentage)

Croma LG Samsung Reliance

Satisfied 56 49 56 44

Not Satisfied 44 51 44 56

Total 100 100 100 100

Opinion of customers about resolving
queries promptly(In Percentage)

Croma LG Samsung Reliance

Bad 20 15 15 20
Average 35 40 30 40
Good 35 25 40 35
'very good 10 10 15 5
Total 100 100 100 100
Opinion Of Customers about delivery of
after sale services(In Percentage)

Croma LG Samsung Reliance

Bad 15 30 35 30
Average 25 40 20 40
Good 35 20 25 20
very good 25 10 20 10

Total 100 100 100 100

Results & Discussions

There is not much difference between satisfaction level and

dissatisfaction level in all the markets.
Many factors influence the consumers attitude towards after
sale services and their subsequent shopping and buying
decisions.
Provision of latest and reliable services is an important device
to gain customer confidence.
The companies must innovate new after sale services, design
them properly and deliver them within the time frame.
Conclusions

Based on the market research, it is evident that the three significant

factors involved in after-sales service are
Delivery,
Installation
Warranty
A good after-sales service management is needed. For this an extensive
customer relationship management (CRM) with sophisticated software and
analytical tools need to be implemented.
Feasible

The business idea of an integrated mobile App

is feasible and would be a step towards
continuous improvement through integrated
functional activities in order to provide high
quality services which in turn can lead to higher
customer satisfaction and confidence.
Market Promotion
Market Promotion

Offering App install using Facebook ads.

Feature The App in Emails-Using email list, to target ad to a
particular market segment.
Submit to multiple App stores-Google play store, Amazon app
store.
Market Promotion

Offering Freemium App-the best way to get people to download

premium apps. Promotion on You Tube-showing how the app can be
useful to people.
Use social media-likeStumbleupon,Reddit, etc.
Create An Eye Catching App Icon
Market Promotion

Get Featured On Mobile App Review

Sites
QR codes -best way to advertise a mobile
app to the smartphone generation. They can
be added to websites, business card,
brochures, mailings (email and snail mail),
receipts, or storefront window.
 Human Resource Planning
Our Team Heads
(One Touch
Solutions)

She is a He is a Research She is a Finance She is an IT

She is a Hr Head Marketing Head Head Head Head
Qualifications- Qualifications- Qualifications- Qualifications- Qualifications-
MBA HR MBA marketing, MBA HR and MBA Finance BTech. MTech.
(Akanksha) CDMM Marketing And CA and MBA IT
(Monideepa) (Shantanu) (Shweta) (Gauri)
 HR ROLE

Employee welfare
i.e. Training, 360
Proper allocation feedback
of resources to mechanisms,
the right person
Development
strategies

Strategic Regulation
Management policies

HR
 Department structure

Heads (5)

Manager Manager Manager Manager

Manager HR(1)
Marketing(1) Finance(1) R&D(1) IT(1)

Assistant
Manager Assistant Assistant Assistant Assistant
Manager Manager Manager Manager
HR(1)
Marketing(1) Finance(1) R&D(1) IT(1)
 Departments and Roles

To market the app ,Generate leads

and increase the sales Promote the
To plan the budget of the
Marketing add using the digital marketing company so that the
platform using Social Media Finance expenses are properly met
Marketing and to ensure that the
company is not going in
loss
To recruit the right manpower ,to
train them to efficiently and
HR effectively achieve the organization
goals and to create a learning
Informatio To develop maintain the
environment for the employees n app as per the market
Technolog requirements

Research To conduct proper market research

y
and about the consumer requirements
Developme and building the app according the
requirement
nt
No of employees

S.NO NAME OF THE DEPARTMENT NO OF EMPLOYESS

1 Human Resource 2

2 Finance 2

3 IT 4

4 R&D 2

5 Marketing 3

6 Sales 4
S.NO
Training and
NAME OF THE DEPARTMENT
Development
DESIGNATION TRAINING PROGRAME
Anger management and
How to become an
Marketing Manager effective leader
Effective leadership
skills training and
Sales Manager
Employee Motivation
1 Marketing and Sales
Tranning
Tranning about the
Companys New Prodcuts
,policies and to
enchance Consumer
Assistant Manager Sales Convincing Skills
How to motivate and
2 HR HR Manager retain the Employees
How to recruit effective
and Efficient Manpower
2)How to conduct
Assistant Manager HR employee training
Leadership Training and
To control the quality of
3 IT IT Manager Software
How to operate the
4 Finance Assistant Manager accounts software
Company Mobile App
Inside the App
 Follow us

https://www.facebook.com/onetouchsolutions
 Register Yourself

Enter your details

Customer ID gets
Install One Touch Open the link for along with brief
Submit created. Keep it for
Solutions App Registration Form details about your
future reference.
query.

Registration Form https://gauri17.typeform.com/to/kAmQNt

 Enroll Yourself

Open the
Enter your Answer Select Pay for
link for
Customer few Submit your the
Enrollmen
ID questions technician services
t Form

Enrollment Form
https://gauri17.typeform.com/to/tniStl
Feedback

Enter your
Received a Let us know
CID Give us star
feedback about your
(Customer ratings
form? experience
ID)

Feedback Form

https://gauri17.typeform.com/to/drrKbF
Budget

Marketing & IT
Rs. 17,00,000

Working
Development Capital
- Rs 6,60,000
Rs 11,40,000

Total Capital
Rs 35,00,000
 CASH FLOW FORECASTS:
Particulars April May June
Reciepts:
Capital Introduced 1000000 200000 100000
Sales 4000000 4200000 4700000
Interest Income 100000 100000 100000
Total 5100000 4500000 4900000
Payments:

Material 900000 500000 600000

Wages 40,000 41,000 45,000
Salaries 1200000 1250000 1400000
Electricity & Water 100000 102000 110000
Advertising & Promotion 200000 10000 8000
Telephone 20,000 20,000 20,000
Stationery 10,000 12,000 8,000
Repairs 8,000 9000 10,000
Amortization Expense 500,000 500,000 500,000
IT costs 1500000 1700000 1,800,000
Total 4478000 4144000 4501000
Net Cash Flow 622000 356000 399000
Add: Opening Cash Balance 0 622000 356,000
Closing Cash Balance 622000 978000 755000
 Forecast Profit & Loss A/c
Particulars April May June
Sales 4000000 4200000 4700000
Other Income 100000 175000 200000
Total Income 4100000 4375000 4900000
Less:Expense
Material 900000 500000 600000
Wages 40000 41000 45000

Advertising & Promotion 200000 10000 8000

Amortizatiion Expesne 500000 500000 500000
IT Costs 1500000 1700000 1800000
Otheer Misc Exp. 1000000 1550000 1700000
Total Expense 4140000 4301000 4653000
Net Profit Before Tax -40000 74000 247000
Less: Tax@30% -12000 22200 74100
Net profit After Tax -28000 51800 172900
 Projected Balance Sheet
Particulars Amount
Fixed Assets:
Building 500000
Furniture & Fixtures 200000
EDP 700000
Current Assets:
Cash in Hand 765000
Tools & Equipment 19600
Loss
Total 2174600
Equity & Liability:
Capital 1300000
Profit 172900
Long term Liability:
Loan 100000
Short Term Liability:
Loan 0
Deferred Tax liability 601700
Total 2174600
Net Profit
Thank You :D