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Managing our brand and reputation
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 broad-based societal
transformation. External reputation surveys show that the iconic Vodacom brand is
consistently one of the most recognised and trusted brands across our footprint.
The future is exciting.
Ready?
Procurement activities
We leverage off 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 BEE in South Africa.
Customer service
Providing ‘the best customer experience’ is a key strategic priority and
an important source of market differentiation. We seek to constantly
deepen our understanding of our customers and their needs, and to
provide various ways for our customers to interact with our service
teams.
Product and service development
To maintain revenue growth and 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
cater for each customer’s needs, wants and behaviours in both the
Consumer and Enterprise markets. We place a strong emphasis on
protecting customer privacy, and to mitigating the risk of data theft or
loss. We are implementing the Agile methodology across various
departments in the organisation to ensure that we can respond faster
in a constantly changing environment.
Sales and distribution
We use various sales and distribution channels, including wholesale
distributors, retailers, franchise stores, direct sales partners, call centres,
street vendors, online and app channels and informal resellers. Our
aftersales value chain of Vodacom repair centres and regional repair
hubs has positioned us as market leaders in the aftersales community.
Through container shops and informal traders we provide important
opportunities for small-scale entrepreneurial businesses.
Spectrum, network and IT infrastructure
Most of our communication services depend on accessing spectrum,
which we strive to secure at a competitive price through proactive
engagement with governments and regulators. As part of our
Vision 2020, we are building on our substantial investment in network
infrastructure by expanding into fixed broadband assets (cable and
fibre), and investing in IT services, Big Data, machine learning and
analytics, customer relationship capability, mobile finance and
online resources.
Our businessmodel
Our value chain activities
What we do
We secure access to
spectrum, invest in
mobile and fixed
networks and
information technology
(IT), develop and widely
distribute products and
services tailored to our
market segments, and
run a strong customer
care and brand
programme.
These activities enable us to
ensure revenue growth and high
levels of cash generation, which is
used to re-invest in the resources
and relationships we rely on to do
business.
08
Vodacom Group Limited
Integrated report for the year ended 31 March 2018