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Best service
Our ambition is to position Vodacom as Africa’s best
telecommunications company at delivering unmatched customer
experience at every point that a customer engages with our brand.
To achieve this, in May 2015, we launched an ambitious three-year
programme under the Vodafone global CARE initiative that focuses
on four areas aimed at maximising the customer experience:
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Connectivity
– We will be guaranteeing network satisfaction in
terms of speed, reliability and coverage, and are taking a more
proactive approach in checking coverage and call quality.
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Always in control
– We aim to ensure that customers have full
control of their spend and do not have any surprises from bill
shock. Using the MyVodacom App, customers can easily view
balances, buy bundles and manage their account with Vodacom,
free of charge. We have extended our international roaming
product, Travel Saver, from 27 to 180 countries.
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Rewarding loyalty
– We are rewarding long-term customers
for being part of the Vodacom family, and are refreshing our
existing postpaid and prepaid loyalty programmes.
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Easy access
– We are maximising
the efficiency and availability of
customer support, digitizing our
customer experience, introducing
voice biometrics in the call centres, increasing functionality
and improving processes. We launched our first Business
in Retail service in store with a dedicated enterprise desk and
by year end ten stores had implemented the integrated
Business in Retail model. Roaming customers can call our
call centre 24/7 at no charge.
Accompanying these ambitious CARE initiatives, we are
introducing in South Africa a new customer management
and billing system that is needed as we transition
from a predominately mobile company to a
unified communications provider. We have
recently commenced the migration to our
Customer 3D (C3D) programme, and expect
to complete the move over of all contract
customers in the first half of the new
financial year.
Driving improvement in our
South African retail operations
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We have transformed 80% of our Vodacom-branded
stores from purely transactional to experiential stores,
delivering an enhanced customer experience; resulting
improvements include: a 30% reduced average waiting
time, 78% of all customer interactions being fully resolved
in-store on first visit, and 2.2% year-on-year improvement
in touch-point NPS.
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We are repositioning our historically enterprise-orientated
products and processes for retail, promoting a more
simplified and streamlined experience; by year end,
ten stores had implemented the integrated Business
in Retail model, with all 226 stores due to be completed
by 31 March 2018.
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We have empowered frontline service resolution through
the use of the RED Box, leveraging off its latest technologies
and capabilities relating to data transfer, loading apps and
diagnostics. Through the App Loader, customers can have
their chosen apps downloaded and registered easily and
efficiently on their smart device before leaving the store.
The diagnostics tool provides quick checks and the
resolution of device faults such as functionality, settings
and formatting.
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This year, our Vodacom Repairs operation, responsible for
the prompt and efficient aftersales service of Vodacom
devices, received high-level repair accreditation by Apple,
Sony and ZTE. We provide customers with real-time repair
status update via our SMS platform, and have leveraged our
online platform offering, Online Track and Trace, so
customers can view the status of their repair.
Driving improvement in our
International operations
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We are consistently leading on customer care NPS in
Mozambique, Lesotho and Tanzania, and have improvement
plans in place in the DRC.
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Our CARE programme has been piloted in all markets, and
is currently in the reporting and monitoring phase.
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All operations have rolled out new store formats, and are
in the process of rolling out RED boxes in their stores.
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In Mozambique, we achieved a first call resolution rate of
83% and maintained a strong lead in NPS 6 ppts ahead
of our nearest competitor.
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All our International operations use Interactive Voice
Response (IVR) and USSD self-service, and share best
practices amongst the operations.
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MyVodacom App is available in Tanzania and the DRC; it will
be launched in Mozambique and the DRC next year.
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Tanzania, the DRC and Mozambique have been affected
by the customer registration requirements. We have
implemented a registration app with the aim of improving
the customer experience and overcoming the negative
impact that customer registration requirements have
had in the markets.
Our performance
Our business
Governance review
Administration
Overview
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