Telkom focused on lower prices, better customer service
Competitive pricing
September highlighted aggressive broadband price reductions as a key component to remain competitive, drive volumes and take advantage of growing economies of scale.
As part of this plan Telkom recently cut the price of its ADSL services and said that there are more reductions in the pipeline.
The Telkom CEO also suggested that they will improve the value offer of their calling plans and bundled offerings – with specific focus on entry level packages.
September said that customers can expect the price of Telkom’s data services to decrease, and added that there will be a bigger aligning of tariffs with cost.
Customer Centric Culture
September is continuing what Telkom’s previous CEO, Papi Molotsane, started and promised to place customer centricity at the core of Telkom’s strategy.
Telkom has already established a Customer Centricity Office which will be the driving force behind the company’s customer centricity initiatives.
According to the acting CEO there are 67 initiatives aimed at ‘building foundational customer centricity capabilities and which will be implemented by cross-functional teams’.
September also highlighted Telkom’s new Call Centre Master Plan as a major initiative in this space, something that promises smooth feedback loops, continuous operational improvement and improved customer insight.
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