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Easy access
– We will maximise the efficiency
and quality of customer support by digitising our
customer experience, maintaining a segmented
approach to deliver customer excellence.
•
We are driving uptake of MyVodacom app as the core
interaction platform, providing a personalised experience,
facilitating automated diagnosis of device and network
settings and ‘self-healing’. By financial year, end 2.3 million
customers had downloaded the app (2016: 1.0 million).
•
In keeping to our commitment to provide customers with a
clear understanding of their past, present and future bills, we
have launched Future Bill Summary and Bill History in the
MyVodacom app. Available to both prepaid and contract
customers, this aims to reduce bill shock and give customers
the ability to manage their usage.
•
We have launched a prioritised service for high value
customers, with direct access to an agent with no queuing.
•
We have launched our Enterprise Converged Portal targeted at
large corporates, providing them with self-service capabilities
to manage their accounts.
•
We have successfully transformed 100% of our 1 000+
Customer Care staff onto a front-line operational excellence
programme called Flight. We are the lead market in Vodafone
for this initiative, which has driven an 8.6ppt increase in
Customer Care touch-point net promoter score (TNPS) this
year. The project has enhanced the customer experience and
generated operational efficiencies by reducing the average
handle time (AHT). Next year, we will be bringing additional
system functionality and training into our front-line agents
to resolve customer queries first time, every-time.
•
In our retentions call centre, Flight has contributed to a
reduction in contract churn from 8.5% to 4.2% over the
financial year. The success of the programme was extended
into key retail outlets, with over 500 store managers and
regional staff trained in the new model. The TNPS of our retail
stores shifted over the year from 32.2 in April 2016 to 41.4 in
March 2017.
•
The gradual digitalisation of the Vodacom franchise stores
begins in May 2017. Initially, customers will be able to do their
upgrade on a tablet alongside a sales consultant, which creates
a fresh and exciting user experience. Our new process is
completely paperless, and early testing indicates that
transaction time will be halved. Customers will also be able
to start their sales journey on our website, then reserve and
collect their new device at their favourite Vodacom shop.
They will also be able to book an appointment at that shop
to avoid any queues.
Driving a positive customer experience in
our retail operations
South Africa
We have successfully delivered on our three-year retail
transformation strategy, maintaining market differentiation
through the quality of our end-to-end service offerings:
g
g
We have transformed almost all of our Vodacom-branded
stores to ensure alignment with our global look and feel, and
to deliver an enhanced customer experience, moving from
a purely transactional environment to an experiential
customer experience.
g
g
We have achieved a 10% year-on-year improvement in total
NPS for retail and fully resolved 69% of customer interactions
in-store on the first visit.
g
g
We have integrated seven walk-in customer centres into
‘Superstores’, creating an optimal operating model that
empowers our franchise partners to render all services under
one roof at strategically positioned locations across the country.
g
g
We are continuing to support the strategy, rollout and
maintenance of the Vodacom ‘Express’ stores in emerging
markets with 18 sites across the country and growing. Through
our 306 dedicated TechZone areas in our franchise stores and
selected independent dealers, we ensure a consistent digital
experience for customers and showcasing our product
and service offerings, particularly those available through
Vodacom 4U and NXT LVL aimed at our tech-savvy
youth market.
best customer
experience
continued
02
Rolling out our Customer 3D
billing system
As part of our transition from a predominately mobile
company to a unified communications provider and
digital enterprise, we have introduced a future-proof
customer management and billing system. We
commenced the migration to our new system in 2015,
and completed the planned consumer contract and
hybrid customers migrations in March 2017. The
transition to the new system was complicated; tight
governance and controls were put in place across the
business and technology to deal with the customer
challenges that can be expected of a large
transformation programme of this nature. A small base
of prepaid customers has already been rolled out and is
now active on the new system. We are taking a pragmatic
approach to rolling out the rest of the prepaid base onto
the new system.
Vodacom Group Limited
Integrated report for the year ended 31 March 2017
30