Sales & Distribution process

sales & distribution reviews | ANB experience

ANB conducts more than 45 Sales & Distribution, customer acquisition process and cost optimisation reviews every year for telecom service providers across 23 countries in SE Asia, Middle East and Africa

>25,000 Retailers
> 1500 SPOs
> 8000 Company stores reviewed for acquisition and service experience

Strong team of 95+ members having experience in conducting S&D/ CS/ SE reviews

Exhaustive checklists for assessment

Independent assessment of customer acquisition & servicing experience of major telecom operators for all circles in India and major African countries

Experience in review of other customer touch points IVR/ Website/ App/ email/ USSD for major telecom players

Experience in review of all customer acquisition touch points like Own & Franchisee Stores, Distributors & FSEs, Retailers, Smartphone & Device outlets for major telecom players

Sales & Distribution cost ranges between 10 to 20% of Telecom operators top line. ANB conducts specialised cost optimisation reviews across SE Asia and Africa

focus areas | theme reviews

Our S&D reviews revolve around key themes like process improvements, growth initiatives, process digitization. Key driver being specific focus on cost optimization.

acquisition experience assessment

Product & Technology

Mobility | Wireline | Mobile Wallet | Broadband
  • Prepaid
  • Postpaid
  • Data
  • Mobile money

Checklist & questionnaire

Experience & benchmarking
  • Operator presence
  • POSM visibility
  • Availability of fresh & replacement 4G SIM, Data device, HBO, recharge
  • Operator promoter presence at POS
  • Product/ bundled offer awareness
  • Retailer preference to sell & drivers of recommendation
  • Operators support & engagement

Omni channel coverage

250 plus channel partners | Operator and competition
  • Own & Franchisee Stores
  • Distributors & FSEs
  • Retailers
  • Smartphone & Device outlets
  • Operator Website and App
  • Open market sales search engines
  • Ecommerce & other digital channels

Study outcome

  • Distribution health index and NPS scores with competition benchmarking based upon scientific checklist
  • Geography and channel level identification & root causing of issue
  • Recommendations

Data analytics on predefined KPIs coupled with on ground experience through field visits and interviews helps identify market issues and probable root causes

Auto mailer and customer interviews to ascertain acquisition experience

Evaluating efficacy of acquisition process through mystery testing across 250 plus POS outlets and low performing sites across zones

Co-relation of data analytics and market visit results to identify real issues and tying them with root causes

Recommendations on suggested implementation and action plans

coverage spanning entire sales ecosystem | omni-channels

Various touchpoints in the customer acquisition lifecycle are evaluated for key risk identification and mitigation reviews.
Various touchpoints in the customer acquisition lifecycle are evaluated for key risk identification and mitigation reviews.

cost optimization initiatives


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