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Optimising the customer experience
Our approach to optimising the customer experience has been
guided, since May 2015, by our CARE initiative, an ambitious
three-year programme across the Vodafone Group that focuses
on four key areas:
Connectivity that is reliable and secure
‘Network satisfaction guaranteed’
C
A
Always excellent value
‘Control your costs with no surprises’
R
Rewarding loyalty
‘Extra rewards and better service’
E
Easy access
‘Always available, ask only once’
Our Performance
C
Connectivity
– We will guarantee network satisfaction
in terms of speed, reliability and coverage, and take a
proactive approach in monitoring and maintaining coverage,
call and data quality.
•
We were the first African operator to extend 4G coverage to more
than 80% of the population.
•
Introduced Wi-Fi Calling, allowing customers to make calls and
send SMSs over Wi-Fi, and make calls at local South African rates
when abroad.
•
Achieved solid uptake of our Vodacom Business Booster app, a full
feature service offering for our SME market.
•
Launched iFLIX partnership in Tanzania providing our customers
with unlimited access to thousands of local and international TV
shows and movies via the iFLIX app.
•
Developed and rolled out the Vodacom Virtual Chief Information
Officer (CIO) initiative, providing small business with proactive
monitoring, full remote and on-site support.
•
Further roll-out in Tanzania of Connected Farmer, a Cloud-based
web and mobile software solution that links enterprises to
smallholder farmers.
A
Always excellent value
– We aim to ensure that
customers have full control of their spend, and do not
have any surprises from bill shock.
•
Further uptake of our award-winning MyVodacom app
allowing customers to view balances, buy bundles and manage
accounts, free of charge. In South Africa, we have more than
two million users.
•
Improved our in-bundle and out-of-bundle smart notifications for
customers, and launched a data refill service to manage
out-of-bundle pricing.
•
Enhanced our International roaming offers, with daily fee Travel
Saver prepaid and Data Travel bundles, and broadened our
International prepaid data-roaming footprint from 64 to 180
countries.
•
Offered Enjoy More – Worry Free bundles for Showmax and DSTV.
•
Launched Vodacom Business Data, a 12- or 24-month contract
with a unique auto-activating data bundle feature ensuring that
users are never out-of-bundle.
•
Positive uptake of Vodacom AssistSuites, a web-based application
that allows small businesses to plan their communications with
customers.
•
Implemented enhanced alert notifications in the DRC on voice
bundles, and enabled customers to set a limit on out-of-bundle
usage to better manage their spend.
•
Launched new ‘Just 4 You’ bundles in Lesotho to improve
simplicity.
•
Launched phase II of the MyVodacom app in Tanzania, adding
additional valuable features.
R
Reward loyalty
– We reward long-term customers,
and enhance our existing contract and prepaid loyalty
programmes.
•
Ran a successful summer campaign, SHAKE Everyday, with more
than 156 million prizes offered with a 56% redemption rate to
19.6 million unique subscribers.
•
Launched a rewards promotion to encourage uptake of the
MyVodacom app, where 10 customers per day could win 100 gigs
of data valid for 30 days.
•
Siyakha Price Plan rewards customers up to R10 000 free funeral
cover, and an additional 50% of recharges back as Siyakha extra
airtime.
•
Launched Vodacom Trade Direct, our business-to-business
web-based platform that allows both buyers and sellers to come
together in a secure and reliable online environment.
•
In the DRC, we have seen significant uptake in our ‘Just 4 You’
offering, with machine learning informing highly-personalised
offers based on customers’ behaviour.
•
In Tanzania, we sent out more than one million personalised
birthday messages and free gifts (airtime and data) to customers
on their birthday.
E
Easy access
– We will maximise the efficiency and
quality of customer support by digitising our customer
experience and maintaining a segmented approach to deliver
customer excellence.
•
In response to a 200% increase in total social media queries from
customers over the last 12 months, we launched a specialist
Social Media Command Centre that can quickly scale up or down
to meet online customer needs.
•
Launched an enhanced Airtime Advance service, enabling
customers to undertake multiple advances to increase their
access to voice and data offerings.
•
Implemented fingerprint authentication to enhance the logon
process for MyVodacom app.
•
Introduced a new retail app allowing customers to complete an
upgrade in store in half the usual time.
•
Introduced a converged self-service portal for corporates.
•
Launched Red Family Share, a convenient data sharing solution
for high-value Red clients that allows them to share their data
with up to six other Vodacom friends and family members.
•
Successfully rolled out our front-line operational excellence
programme called Flight in Tanzania and Mozambique and an
improved Knowledge Base portal in Tanzania, Mozambique and
Lesotho, resulting in marked improvements in our first call
resolution rates.
•
We launched the MyVodacom app in Tanzania, the DRC and
Lesotho.
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Our business
Our performance
Our governance
Administration