Bharti Airtel grows at a stunning pace by keeping its focus on the customer

Published on 11 Mar 2008

By working along with us to transform our go-to-market strategies and reinvent our internal processes, IBM has been a partner for the innovation that we see as essential in our ability to sustain our rapid growth.

Jai Menon, Group CIO, Bharti Enterprises and Director (IT & Innovation), Bharti Airtel

Bharti Airtel


Deployment country


Based in New Delhi, Bharti Airtel is India’s largest private-sector telecom operator, with a strong presence in mobile communications, fixed-line services, and domestic and international long distance services. Bharti Airtel is India’s sixth-largest company by market capitalization, with more than 57 million customers (as of 12/31/07) and US$4.2 billion in annual revenues (as of 3/31/07).

Business need
Bharti Airtel needed to maximize its future flexibility and growth potential by adopting a business-driven framework for integration, allowing it to implement and deliver new services rapidly. With competition intensifying in the Indian telecom services market, Bharti Airtel needed to find a way to focus on developing new services that could set it apart from the competition and strengthen its customer relationships.

Bharti Airtel entered into a comprehensive 10-year agreement with IBM to transform its processes and take on the management of its IT infrastructure. Its new platform provides a standardized framework for Bharti Airtel to integrate its channels and customer-facing processes—enabling a more seamless customer experience, higher customer satisfaction and more profitable growth.

• Ability to process 1.5 million new customers per month <br /> • Outsourcing of technology enables Bharti Airtel to focus resources on growing the business


IBM products and services that were used in this case study.

WebSphere Business Integration Server, WebSphere MQ

Storage: Enterprise Storage Server, System p,

GTS Technical Support Services: Software Support, GTS Technical Support Services: Solution Support, GTS Strategic Outsourcing, IBM Global Business Services, IBM Global Services

, IBM Analytics, , Enabling Business Flexibility, Service Oriented Architecture, Smarter Planet, Transformational Account, Transforming Business

Legal information

© Copyright IBM Corporation 2008 <br /> <br /> IBM Corporation <br /> 1 New Orchard Road <br /> Armonk, NY 10504 <br /> U.S.A. <br /> <br /> Produced in the United States of America <br /> 3-08 <br /> All Rights Reserved <br /> <br /> IBM, the IBM logo,, Let's Build A Smarter Planet, Smarter Planet and the planet icons are trademarks of International Business Machines Corporation, registered in many jurisdictions worldwide. Other product and service names might be trademarks of IBM or other companies. A current list of IBM trademarks is available on the Web at <br /> <br /> This case study illustrates how one IBM customer uses IBM products. There is no guarantee of comparable results. <br /> <br /> References in this publication to IBM products or services do not imply that IBM intends to make them available in all countries in which IBM operates.


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