Staying Put

Basic Telephony

	Only 64 percent of corporates give telephone access to everyone, an even lesser 50 percent provide zero dial facility to everyone.
	70 percent of them restrict long distance calls. They are mostly monitored either on the basis of calls made per person or calls made per month.

Long Distance Telephony

Value Added Services

User's Verdict

Mobile Services

One of the most significant findings of our research is that mobile is increasingly becoming a personal device. While there is a proliferation of mobile phones in organizations, the growth is not reflected in official connections provided by companies.

The mobile service providers fare best in performance. Customers are more or less satisfied. The services
are mostly considered OK or Pretty OK.

Mobile services have been fairly new. And till recently, services were restricted to two operators within a city or a state territory. The business customer had really not much choice. But, with the entry of third and fourth operators within the existing service regions, the services are expected to become much more competitive.

Though GSM dominate the scene, Wireless in Local Loop (WLL) is expected to give it a good run for the money.

One big gap that the current service providers must fill is in creating awareness for the additional services that they provide. For instance, corporate packages are still not reaching 40 percent of the respondents we surveyed. And there seems to be quite some scope for improvement in providing mobile applications that will allow access of corporate information through cellular phones.

Major Findings
	An average of only 8.5 percent of workforce have a company-paid mobile connection.
	65 percent of companies want bulk airtime rates to be provided in the corporate package provided by service providers.
	Only 15 percent of companies surveyed say they will use pagers in future.
	65 percent of the respondents use radio trunking as well.
	Only 15 percent of the companies have implemented mobile applications in their organizations. However, 30 percent of them are considering it for the future.
	A good 70 percent of them say they will try out Wireless in Local Loop (WLL) services. However, they do not think it will replace GSM cellular services.

User's Verdict

Internet Services

Will deploy...

Major Findings
	65 percent of business houses provide Internet access to all knowledge workers.
	Only 35 percent monitor what their employees are accessing through Internet
	Internet mostly used in these organizations for World Wide Web (WWW) and e-mail.
	Chatting is not allowed by 85 percent of the respondents.
	More than 50 percent of the respondents say they will implement Internet telephony, web hosting and virtual private networks (VPN) within a year. International roaming and unified messaging services are not so hot.

User's Verdict

Methodology

The results are based on a survey conducted among 20 corporates headquartered in Delhi and Mumbai. The results from the survey are analyzed and presented in this report

The survey is representative of premium business users of telecom services, across a wide range of industries

Summary
	Companies are fairly satisfied with existing service providers
	Corporates will try out the new service providers and then decide whether to stick to existing ones or switch over to the new ones
	Technologies like Internet Telephony and Wireless in Local Loop have made the service distinctions irrelevant, thus increasing the scope for competition
	The Indian customer is price sensitive but he is willing to pay for tangible value additions.

Recommendations
	New service providers have to strike where the existing service providers lack. In telephone services it is customer care, in Internet services almost everything and in mobile services the quality of the network.
	Value added services going to be the key to gain market-share without cutting prices.
	Service providers must use new technologies to provide existing services at a much cheaper cost.

Common Expectations of Users

Major Findings

More than 50 percent of respondents want further price drops in mobile, STD, and ISD services. However, a majority of them consider the existing local call, Internet, and SMS rates reasonable.

Majority of the respondents to take decisions regarding service provider selection as part of a long term strategy. Only a small percent say they will follow the methods of competitive bids or service provider-initiated negotiations.

The respondents find service provider info mostly in newspapers.

CIOs/CTOs surveyed prefer brochure/mailers and personal visit over other medium of contacting.

Current Ussage Level