Reliance Media Works

Customer Relationship ManagementReliance MediaWorks Limited BIG Cinemas

By Punit Sheth

Exhibition Industry in IndiaIndia's craze for films has not been fully exploited by the "Film Exhibition" industry due to the lack of screen density in the country coupled with the poor quality of screens."Multiplex Cinemas" offer an alternative to tap this potential by providing a quality experience to the viewer as well as economies to the multiplex operator. "Films" has been one of the integral components of the Indian entertainment industry contributing nearly 30% - 35% of the total revenues of the entertainment industry.

TREMENDOUS SCOPEFilm exhibition forms the most important component of the Indian film industry. According to the - KPMG report (2008) domestic theatrical revenues contributes 57% of the total Rs59bn film industry revenues and are expected to grow at 17%.

Reliance Media WorksReliance MediaWorks Limited is Indias fastest growing film and entertainment services company and a member of the Reliance Anil Dhirubhai Ambani Group.

BIG CINEMASBIG SYNERGYFILM AND MEDIA SERVICES

BIG CinemasBIG Cinemas is India's largest cinema chain with over 550 screens spread across India, the United States, Malaysia, Nepal and Netherlands. BIG Cinemas has been awarded the Entertainment Retailer of the Year honor at the India Retail Forum 2009 and has also been awarded International Exhibitor of the Year 2008 by CineAsia 2008 at Macau. BIG Cinemas innovative concept of Cinediner which combines fine dining and movie watching has won the award for Most Admired Innovative Concept of the Year at Images Retail Forum 2010.

First Greenfield multiplex in Mumbai.Started the journey to create a 260 screens network across India, spread over 103 theatres and 80 cities.BIG Cinemas accounts for 10 to 15% of Indian box office contributions of big ticket films

In 2008, BIG Cinemas became Indias first cinema chain to have a global presence across USA and Malaysia.

Today the pan US footprint with over 205 screens present across 24 cities and the circuit accounts for 20-35% of Hindi features box office collections and over 70% of Tamil and Telegu box office collections from the US.

Malaysia: Has a strong presence of 72 screens that play Hollywood features besides Chinese and Tamil films that cater to the 1.5 million Tamil populations.

CompetitorsPVR Cinemas 142 screens in 33 multiplexes across India.significant presence in New Delhi and NCR with 37 screens in 13 multiplexes.Introduced the concept of luxury viewing (Cinema Europa). Fame CinemasHas currently 95 screens and 26488 seats across 12 cities in India.Cinemax CinemasThe company operates one of the largest exhibition theatre chains in India with 25 properties with 74 screens

Competitive AnalysisCompaniesStock Price (Rs.)52 Week (L/H) (Rs.)Performance(1 Year) (%)ScreensPresenceTicket Pricing (Rs.)Reliance MediaWorks Ltd. (Big Cinemas)142.30122.25 - 309.00- 33%550PAN India + International250 300Fame48.0039.50 - 92.95- 38%9512 Cities220 - 280PVR99.5093.50 - 193.00- 43%142PAN India330Cinemax37.4037.35 - 66.90- 46%7417 Cities220 - 280

CompaniesSet Of ComplaintsReliance MediaWorks Ltd.(Big Cinemas)Cancelling shows if few customer turn up, Compulsory Combo, Extra Charges on tickets, Poor maintenance, Amount Debited ticket not conformed. Fame CinemasOnline Ticket Booking Errors, Overcharging of food items, Humiliation of guest, Poor Customer Service PVR CinemasFailed Online Transaction-No Refund, Misbehavior, Wrong Advertisements etc.Cinemax CinemasHigh price for food than MRP, Dissatisfactory service, Charged money without ticket being booked.

BIG - ComplaintsAmount Debited but tickets not Booked.Cancelling shows if few customer turn up.Charge more for the tickets.Compulsory Combo.Poor Service/ rude staff.Minor Complaints

Complaint Analysis

Urban V/S Rural

RecommendationsOptional Combo OfferBetter Online Ticketing ServiceSmiling EmployeeCompetitive Pricing of Tickets

Thank You

Chart11214737

Complaints

Sheet1ComplaintsColumn1Amount Debited but tickets not Booked12Cancelling shows if few customer turn up1Charge more for the tickets4Compulsary Combo7Poor Service/ rude staff3Minor Complaints7To resize chart data range, drag lower right corner of range.

Chart11717

Complaints

Sheet1ComplaintsUrban17Rural17To resize chart data range, drag lower right corner of range.