In line with its ‘Bigger, Better, Faster” network approach, for “superior customer” experience, Vodafone India, has invested over INR 250 crores on ramping up network and distribution in Bihar & Jharkhand circle in FY 15 (April 2014- Mar 2015).
Vodafone as part of an endeavour to be ‘Future Ready’ through closer engagement and enhanced customer experience has been focusing on two key areas of Network and Retail.
Pursuing an accelerated growth strategy from April 2014 to March 2015, Vodafone expanded its network footprint by adding over 1250 new sites across the region, including 130+ sites in Dhanbad. With this expansion, Vodafone now reaches out to customers in over 33500 towns and villages bringing them under the fold of superior connectivity and seamless service experience.
Rajshekhar Metgud, Business Head – Bihar & Jharkhand, Vodafone India, said “Gaining the trust of our customers and winning their hearts through innovative, cost effective and relevant products and services, is a priority for us at Vodafone. We have been activating this at the ground level by pursuing a continued and consistent customer centric strategy to bring the best connectivity solutions to our valued customers. Our investments in FY 14-15 have been directed at putting in place a network that our customers can rely upon, especially in the rural belt. Also, we have been expanding retail and distribution network to get closer to customers across urban and rural geographies. The growing popularity of smart phones has led to a rise in demand for high speed data services. We see tremendous potential in this area and have been taking the lead in democratising data by hand holding customers on the ease and benefits of mobile internet usage. We remain committed to continue investing in bringing the best in class, innovative, relevant, products and services to win customer delight in Bihar & Jharkhand.”
Having set up one of the largest networks in the circle, Vodafone now has over 9000 2G sites in Bihar & Jharkhand circle covering over 79 percent of the region’s population. Vodafone through an Intra Circle Roaming arrangement with other operators is also ensuring a seamless 3G roaming experience for its customers and reaches out to additional 2500 towns and villages.
Vodafone has been taking a series of ground level activities to increase awareness and adoption of data services. This has resulted in Data revenues rising significantly at a growth rate of 70% YoY. Data now contributes to 7% of total service revenues in the Circle.
With already one of the country’s largest exclusive retail footprints, Vodafone has continued to expand its reach to cover the entire region in both urban and rural areas. Presently, Vodafone has more than 415+ retail outlets in Bihar & Jharkhand, including 6 Vodafone stores, 121 Vodafone Mini Stores and 288 ADVMS (rural mini stores). In FY 14-15, Vodafone has added 3 VS and 19 VMS in the region. As part of its initiative to offer an unmatched retail experience to its new age customers in Bihar & Jharkhand, Vodafone has also been launching Global Design Retail Stores. Today, Vodafone has 3 Global Design Retail stores in the region and whether it is Manchester in UK or Muzaffarpur, these stores offer an engaging and uniform customer experience.
Vodafone is also the only telecom services provider in the country to set up physical presence even in 500 plus population towns, through the iconic Vodafone ‘Laal Dukaan’.
Over and above its retail presence, Vodafone also offers customers an opportunity to connect with the brand through a robust customer service call centre platform, the simple and convenient My Vodafone mobile app, and Vodafone Web Chat.
Besides multiple on-going schemes and customised tariff plans, some of the more notable introductions from Vodafone have been the launch of M-Pesa, a mobile banking and payment solution that has seen high affinity amongst migrant population in the city and Vodafone Angel Stores entirely staffed and run by women employees.
With a pan India distribution network of over 90,000 agents and with more than 3 million customers, M-Pesa is the largest banking business correspondent in the country. Vodafone M-Pesa was launched in April 2013 in Bihar & Jharkhand and currently has 5300+ agents and a customer base of 2,75,000.