Vodacom

Most of our communication services depend on accessing spectrum, which we strive to secure at a competitive price through proactive engagement with government and regulators. Securing access to spectrum remains a priority in all our markets. As part of our Vision 2020 strategy, we are building on our substantial investment in network infrastructure by expanding into fixed broadband assets (cable and fibre), and investing in IT services relating to data centres, big data analytics, customer relationship management capability, billing, mobile finance and online resources.

We manage a significant supplier landscape with total procurement spend in 2017 of R32.7 billion. We leverage from the global purchasing power and responsible procurement practices of the Vodafone Procurement Company, enabling the purchase of responsibly manufactured network equipment and handsets on favourable terms. We balance the benefits of global purchasing with our commitment to promoting economic opportunities in our host countries and driving Black Economic Empowerment in South Africa.

To maintain revenue growth, ensure revenue diversity and drive market share, we constantly seek opportunities to develop new products, services and pricing models. We are driving a segmented customer approach to ensure that we cater for all customers’ needs, wants and behaviours in both the consumer and enterprise markets. We strive to provide for customer concerns relating to privacy, and to mitigate the risk of data theft or loss. In developing our products and services, we recognise the importance of developing a company culture that fosters innovation and a ‘customer first’ attitude that enables the digital life of our customers.

We use various sales and distribution channels, including wholesale distributors, retailers, franchise stores, direct sales partners, street vendors and informal resellers. We have transformed almost all of our branded stores from transactional to experiential models to deliver an enhanced customer experience. Our value chain of Vodacom repair centres and regional repair hubs has positioned us as market leader in aftersales. Through container shops and informal traders we provide important opportunities for small-scale entrepreneurial businesses.

Recognising that the quality of customer service creates a meaningful and sustainable differentiation, providing ‘the best customer experience’ is one of our key strategic priorities. We strive constantly to deepen our understanding of our customers and their needs across a range of consumer segments and geographic regions, and to provide targeted product and service offerings to meet their needs. Our ambition is to provide a seamless, personalised, one channel, digital customer experience, with exceptional customer service being our primary goal.

We build a brand with purpose, developing and maintaining a reputation as a company that empowers a connected society and that shows leadership in promoting social transformation. We communicate our service offerings and maintain our strong brand presence through our marketing and brand strategy. The iconic Vodacom brand is an important driver of purchasing decisions for consumers and enterprise customers. This year, Vodacom DRC rebranded from blue to red, contributing to the remarkable improvement in net promoter score (NPS). External reputation surveys show Vodacom is consistently one of the most recognised and trusted brands across our footprint.