The document is a summer internship project report on sales and marketing for AFPROTECH products, which produces a Wet Umbrella Wrapper Machine. The intern was tasked with increasing sales and marketing by targeting new industries like temples and colleges. Some key findings included that hotels and hospitals were interested due to cleanliness needs, while corporate offices found the recurring costs expensive. The intern proposed solutions like a pay-per-use model for temples to increase sales without upfront costs. The internship helped identify new potential markets and strategies to expand sales of the Wet Umbrella Wrapper Machine.

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WELINGKAR INSTITUTE OF MANAGEMENT DEVELOPMENT & RESEARCH
SUMMER INTERNSHIP PROJECT REPORT
ON
SALES AND MARKETING
BY
ANWIT NIKAM
PGDM RM 2015 – 17 TRIMESTER IV
SPECIALISATION: MARKETING
ROLL NO - 21

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Acknowledgement
I wish to express my profound gratitude and sincere thanks to my project mentor
Rishabh Khandhar, Director of AFPROTECH, Matunga, Mumbai for his sincere exhortation,
meticulous guidance and sustained interest, constant encouragement and constructive criticism and
painstaking efforts throughout the course of investigation and preparation of the project.
I would like to thank him for taking out time to help me with the finer details of the
project and for the support extended to me during the tenure of my project.
I would also like to sincerely thank my college mentor Prof. Rohita, Welingkar
Institute of Management, Development and Research, Mumbai, Maharashtra, for providing
her knowledge and continuous motivation during and before the project. At last, special thanks to
my parents for their moral support and warm blessings.
Matunga,Mumbai Anwit Nikam (Summer(Intern)
16th July, 2016 Afprotech Pvt. Ltd

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INDEX
SR.NO. SECTION/CHAPTER PAGE NO.
1 SUMMARY 5
2 CUSTOMER SERVICE INDUSTRY 6
3 WET UMBRELLA WRAPPER 7-12
4 POLYBAGS 13-14
5 ACCIDENTS INVOLVIONG WET FLOOR 15
6 ANALYSIS ON CUSTOMER SERVICE INDUSTRY 16-17
7 FINDINGS 18
8 CONCLUSION 19-21

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SUMMARY
AFPROTECH PRODUCTS is the newly started company in Mumbai by two IIM grads whose
product is Wet Umbrella Wrapper Machine. It is the machine designed for SAFETY, SAVING,
SIMPLICITY. It has the unique ability and very easy to use. Non-electric which helps to reduce
the cost, slip and fall accidents occur among workers and customers alike. Rain Safe helps
prevent lost work days, emergency room visits, and costly compensation. Customer service starts
at the entrance. Elevate visitors experience by keeping their garments dry, while minimizing the
need of signs, mats, and frequent mopping. No electricity, only two spring action levers operate
the machine. No maintenance. Just place the conveniently pre- packaged bags in the umbrella
wrapper and customer is good to go!
Interns were hired with the objective to increase in sales and marketing of the AFPROTECH
Products with various new ways. Which we tried by entering into different industries, to take
their responses and plan and make strategies accordingly for e.g. we tried temple sector as well
as entered into college institutes in which we were successful as this areas were untapped.

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Customer service is the provision of service to customers before, during and after a purchase.
The perception of success of such interactions is dependent on employees "who can adjust
themselves to the personality of the guest". Customer service concerns the priority an
organization assigns to customer service relative to components such as product innovation and
pricing. In this sense, an organization that values good customer service may spend more money
in training employees than the average organization, or may proactively interview customers for
feedback.
From the point of view of an overall sales process engineering effort, customer service plays an
important role in an organization's ability to generate income and revenue. From that perspective,
customer service should be included as part of an overall approach to systematic improvement.
One good customer service experience can change the entire perception a customer holds
towards the organization.
Customer support is a range of customer services to assist customers in making cost effective
and correct use of a product. It includes assistance in planning, installation, training, trouble
shooting, maintenance, upgrading, and disposal of a product. These services even may be done at
customer's side where he/she uses the product or service. In this case it is called "at home
customer services" or "at home customer support".
Regarding technology products such as mobile phones, televisions, computers, software products
or other electronic or mechanical goods, it is termed technical support.
Standardizations
There are few standards on this topic. ISO and The International Customer Service
Institute (TICSI) have published the following ones:
 ISO 9004:2000, on performance improvement
 ISO 10001:2007, on customer service conduct
 ISO 10002:2004, on quality management in handling customer complaints
 ISO 10003:2007, on dispute resolution
 The International Customer Service Standard (TICSS)
 CCQA Customer Care Standard (Care Quality Alliance) www.CCQA.org.uk
There is also an Information Technology service management standard: ISO/IEC 20000:2005. Its
first part concerns specifications and its second part the code of practice.

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WET UMBRELLA WRAPPER
 The umbrella station is a non-electronic mobile machine that is positioned at the entrance
of commercial building entry area with the aim to prevent cucstomers and staff entering
the building dripping water from their wet umbrellas as they enter during rainy seasons.
 By reducing water droplets falling and being drapped into the lobby,lifts and other parts
of building , contributing to a safer public environment and potentially saving someone
from harm and injury.
 When people with wet umbrellas enter your premises, they would be encouraged to use
the UMBRELLA STATION by inserting their wet umbrella into one of the two slots
catering for small and large umbrellas.
 Once inserted, a waterproof polybag is automatically inserted onto the umbrella
preventing water from dripping on to the floor s shown.
 The polybags are recyclable and are generally taken home with users as it keeps the
umbrella dry weather in their vehicle or public transport.

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WET UMBRELLA WRAPPER MACHINE
Front Long Umbrella Wrapper (Model-AG 01)

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Front Long Umbrella Wrapper with Bag Remover (Model AG-02)

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Front Long & Short Umbrella Wrapper (Model AG-03)

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 Front Long Umbrella Wrapper (Model-AG 01)
Dimensions: W 23.5cm * L 33cm * H 80.5cm
Weight: 6kg
Make: Mild steel, Powder Coated, ABS Plastic
Color Options: Beige
Recyclable Umbrella Bags Included: 100 bags
 Front Long Umbrella Wrapper with Bag Remover (Model AG-02)
Remover will help to remove the wrapped umbrella bag easily and keep your location litter
free
Dimensions: W 23.5cm * L 45cm * H 80.5cm
Weight: 14kg
Make: Mild steel, Powder Coated, ABS Plastic
Color Options: Beige
Recyclable Umbrella Bags Included: 100 bags
 Front Long & Short Umbrella Wrapper (Model AG-03)
Provides dual options (in one machine) for long and short umbrellas
Dimensions: W 23.5cm * L 45cm * H 80.5cm
Weight: 13kg
Make: Mild steel, Powder Coated, ABS Plastic
Color Options: Beige
Recyclable Umbrella Bags Included: 100 bags

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Features:-
 Unit casing is powder coat painted aluminium.
 Top cover is powder coat painted steel.
 Features 2 Wheels on the base plate to move the product
 Non-Electric easy to operate
 Deals with large and small Umbrellas (small bags held on the small attachment)
 Holds upto 1000 long umbrella bag refills
 Reduces housekeeping maintenance, labour from mop- ups
 Reduces customers clothes from wet umbrellas.
 Identifies your company as one that cares about its customers and employees.
Where to Use:-
Ideal for use in hotel reception areas, cinema halls, malls, offices, art galleries, retail outlets,
hospitals, Bunglows, medical labs, corporate offices, museums, clinics, etc

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Polybags (Oxo-biodegradable)
Oxo-biodegradable plastic bags have the same strength as ordinary plastic and cost very little
extra. They will degrade then biodegrade if they get into the open environment, but they can be
recycled if collected during their useful life. They are designed so that they will not degrade deep
in landfill and will not therefore generate methane. Oxo-biodegradable plastic does not degrade
quickly in low temperature "windrow" composting, but it is suitable for "in-vessel" composting
at the higher temperatures required by the animal by-products regulations. Oxo-biodegradable
plastic is bio-assimilated by the same bacteria and fungi, which transform natural material such
as twigs and leaves to cell biomass, like lignocellulosic materials. Oxo-biodegradable plastic is
designed to degrade initially by a process which includes both photo-oxidation and thermo-
oxidation, so it can degrade in the dark. Resin identification code 7 is applicable to
biodegradable plastics.
Costing
Long Umbrella Polybag- 0.60 Paise each
Short Umbrella Polybag- 0.50 Paise each
Features :-
 18 microns suitable for use under govt regulations for poly covers.
 Oxo-biodegradable
 Recyclable

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Long Umbrella Polybag
Short Umbrella Polybag

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Accidents Involving Wet Floor
*Figures from the Health & Safety Executive - RIDDOR (Reporting of Injuries, Diseases and
Dangerous Occurrences Regulations) and RoSPA - See more at:
http://www.hgimports.com/health-safety-factoids/#sthash.Tv4DvIoy.dpuf
Accidents Involving WetFloor
Banks,offices,malls cinema halls,bars,pubs
hospitals,healthclubs,fitness centre restaurants, café, take away
holiday house, hospital canteen, changing rooms hotel, guest house, B&B, youth hostel
dancehall,disco,party halls

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Analysis On Customer Service Industry
Industry Insights
Companies have traditionally been relying on Customer Relationship Management (CRM) for
dealing with customers. Improving overall customer experience involves offering customized
and personalized interaction, which is a continuous process. The use of voice as the preferred
communication channel has been decreasing; however, transitioning to self-service or digital
channels remains a challenge. Additionally, the focus on effective mobile customer care is
steadily rising, with buyers looking for mobility services across different platforms. Surging
demand for interaction through non-voice channels is expected to be a key driving force for the
global market. Transition towards host-based customer care delivery is expected to open up
opportunities, in order to enter emerging markets such as BRIC nations. In order to capitalize on
this trend, companies operating in the industry have been focusing on enhancing security in order
to avoid undesirable events such as outages or security breaches.
Growing cloud and host-based services, along with trends such as big data and social media are
expected to intensify market competition over the next few years. The global outsourced
customer care services market was valued at USD 56.75 billion in 2012, and is expected to grow
at a CAGR of 5.2% from 2014 to 2020.
Service Activity Insights
Key service activities analyzed and reported in the study include customer interaction,
fulfillment/logistics and CRM technology hosting. Customer interaction services accounted for
83% of the market in 2012, and are expected to dominate the overall industry over the next six
years. Customer interaction services include customer service, sales, marketing and technical
support or help desk. Outsourced customer care service providers help create strong customer
relationships and cater to their requirements in a personalized manner. Customer service
interaction is of crucial importance in order for organizations to drive revenue and ensure
customer retention. With growing competition, customer-centric services and customer
satisfaction are among the key success factors for an organization. Focus on providing effective
pre-sales and post-sales services has resulted in demand for higher-value services in order to
improve customer interaction. Services such as managed routing and charging, self service and
contact center are expected to boost sales and ensure customer loyalty. Technical
support/helpdesk services augment customer experience quality, and play an integral role in user
retention. Companies provide multi-tiered and multi-channel support, as well as advanced
services including network troubleshooting, hardware and software support, etc. CRM

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technology hosting accounted for considerably smaller market share in 2012; however, it is
expected to be the fastest growing segment, at an estimated CAGR of 11.7% from 2014 to 2020.
It allows organizations to better manage their core business areas, as well as improve return on
investment (ROI). CRM technology hosting particularly helps small and medium businesses
(SMB) boost enterprise profitability.

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FINDINGS
 Hotel industry is the potential market for wet umbrella wrapper as they hotels believe in
cleanliness and and are inclined towards more customer service.
 Hospitals is also the potential market for this product as they need their surrounding clean
and prevent from entering outside germs
 Corporate offices finds this kind of product expensive as there is recurring cost expense
for them as once polybags are over they’ll have to buy it again they need one time
solution.
 Temples like siddhivinayak who are interested and trying to keep their area clean they are
using this product and spending for this in order to service the BHAKTS.
 Most problem occurred as some retail outlets found it expensive to spend 8-12 thousands
for machine and then again for polybags for 3 months rainy season.
 Some clubs like Pop- Taits, Bluefrog ,etc didn’t wanted to spend due to their purchase
budget allowed by parent company for a year was less
 Babulnath temple came with the solution that are not ready to spend on Machine nor on
polybags, they will give us space in their temple and it will be like pay and use system.
We will be charging it from BHAKTS visiting temple.

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Conclusion
 To target market where daily footfall will be in hundreds, so that there will be no problem
to buy refills of wet umbrella wrapper.
 Solutions for corporate is that, through this machine their opportunity cost gets saved
three folds as this machine saves labour work, their salary for continuous cleaning,
instead of utilizing person for cleaning full time job, company can utilize him for some
other potential work.
 For babulnath temple we thought of going with pay and use system. Also trained their
staff which helped us saving a lot of revenue.
 Also reduces use of extra mats on floor

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