Telkom aims for better customer service
Speaking at the recent results presentation Telkom CEO Rueben September said that improved customer service is vital if they are to defend and grow their revenue.
“Sustainable and profitable growth in the customer base requires creating and strengthening capabilities focused on managing customer relationships and learning from acquired customer information. This will allow Telkom to manage the customer experience and anticipate customer needs,” said September.
Telkom set up a Customer Centricity Office in May 2006 to formulate a Customer Centricity Roadmap. The company pointed out that 67 initiatives were developed to build foundational customer centricity capabilities, 38 of those have already been launched.
According to September, “The Customer Centricity Office is also in charge of improving the service delivery process. This is evidenced in the improvement in the DSL installation and assurance process. We’re also currently working at improving other internal efficiencies.”
Competitive tariffs
Telkom said that competitive pricing was another way of enhancing its customer centric drive. “The reduction of telecommunications costs should benefit all South Africans and contribute positively to the economy,” said September.
The company banks on its New Generation Network (NGN) to significantly enhance the customer experience. Telkom is now in the third year of building its NGN programme and according to September upgrading the Telkom network is vital if they are to keep abreast of international trends.
September stated that customer demands and global standards necessitated the provision of services, especially bandwidth that utilised the capabilities of an NGN system.
“Telkom spent R2,647 million during the six months ended September 30, 2007 on its capital expenditure programme. This is in line with our five year R30 billion capital expenditure programme,” said September, adding that it was estimated that Telkom will spend approximately R7.0 billion on fixed-line capital expenditure in the financial year ending March 31, 2008.
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