Vodafone announced that it has doubled its investments
Vodafone, the telecommunications company that has accelerated its customer experience-oriented efforts for the last 4 years and announced that it has gone through a cultural transformation process, announced that it has implemented more than 500 improvement actions, large and small, throughout the company in order to provide a better experience to its customers.
While there has been a 32-point increase in the surveys the company has directed to its customers to evaluate their satisfaction since 2022, it was stated that the rate of customers who said they would recommend the operator to those around them increased by 57%.
“WE TAKE ACTION FOR CONSIDERATE AND REMEMBERABLE EXPERIENCES”
Speaking at the meeting where Vodafone’s efforts in the field of customer satisfaction were evaluated, Vodafone Türkiye Deputy Chairman of the Executive Board Meltem Bakiler Şahin said:
“As Vodafone, we know that a good customer experience is about making them feel like we are reliable companions, with a sincere, solution-oriented and supportive approach in all our interactions with our customers. We are aware that customer experience is not a phenomenon that can be addressed alone, but is a component of the customer-employee-ecosystem trio. With this awareness, we took action about 4 years ago to offer our customers thoughtful and memorable experiences that meet their needs and expectations, rather than an uncertain experience full of coincidences. In this journey, we aimed for a customer-oriented cultural transformation that can keep up with the competitive conditions of our age and meet the expectations and needs of our customers. During the process, we implemented more than 500 improvement actions, large and small, throughout the company. Today, we have reached a level of maturity where we can share this transformation with our customers. We can now safely say that a new era is beginning for our customers at Vodafone. In light of all these we have done, we promise that we will provide our customers with a good experience as Vodafone, and that we will compensate for it in any scenario where we cannot provide it. We open the doors of our renewed world of satisfaction to our customers and tell them ‘Know that it is with Vodafone’.”
DOUBLED ITS 4.5G INVESTMENTS
In order to offer a better network experience to its customers, Vodafone doubled its 4.5G investments, especially in cities such as Istanbul, Ankara and Kocaeli, where the density is highest, and also announced that it doubled the 4.5G download speed and achieved a 36 percent improvement in the average latency of the internet connection. .
The company also stated that it invested nearly twice as much in its mobile network last year compared to the previous year. In this way, it was emphasized that the number of customers experiencing internet slowness or coverage problems due to congestion decreased by 25%, while the number of customers experiencing problems with speech quality improved by 30%. It was announced that the monthly mobile network-related complaint registration rate coming to the call center decreased by 65% compared to last year.
731 THOUSAND HOURS OF PROCESSES WERE DIGITALIZED WITH AUTOMATION
Meltem Bakiler Şahin, who also emphasized automation processes in her speech, said, “Vodafone designed more than 265 processes in its robotic process automation journey, which it started about 4 years ago, to increase the customer service experience. Thanks to this automation, it digitalized 731 thousand hours of processes with artificial intelligence-supported automation actions and provided solutions.” “In this way, customers’ demands and complaints were resolved faster, saving customers more than 300 thousand hours of time.”
14 MILLION CUSTOMERS RECEIVE INSTANT NOTIFICATIONS EVERY MONTH
Thanks to its analytical forecasting models, Vodafone supports its customers in everything they may need, from network experience to overseas usage recommendations, from overage warnings to bill reminders. Reaching 14 million customers with push notifications and SMS and 6 million customers with TOBi speech bubbles every month, Vodafone understands what customers say thanks to the language models it has developed and offers them the most suitable solution.
“THE FINISHING SPEED OF THE INTERNET PACKAGE IS RELATED TO THE QUALITY OF THE CONTENT VIEWED”
Responding to a question, Şahin also shared his comments about operator internet depletion faster in Turkey compared to Europe, which has been on the agenda in recent months, and said, “The difference in the viewing quality of the content is one of the most important reasons that determine how quickly the internet will be depleted, otherwise Turkey would have a different Europe.” As Turkish consumers start consuming shorter but more content, especially through mobile applications, their internet connection is draining faster.
“We observed this and made special campaigns such as unlimited social media use,” he said.