The aim is to deliver an improved and differentiated customer experience by leveraging VMMEA best practice and investment in improved systems and processes across all aspects of Virgin Mobile South Africa’s operations.
VMMEA was the result of the merge of the regional telecom operations of the Virgin Group (the majority shareholder in Virgin Mobile South Africa) and FRiENDi Group ( the leading Mobile Virtual Network Operator (MVNO) group in the Middle East) in June.
This initiative has already kicked off and is expected to conclude during the first half of 2013 and all activity is geared towards delivering a brilliant experience – in store, online or over the phone.
As part of the plan to accomplish this, Virgin Mobile South Africa will initially reduce its store footprint to fewer stores in key locations in each region and then, over the next 18 months, roll out additional physical points of sale across South Africa that will manned by Virgin Mobile’s customer champs.
Virgin Mobile South Africa will be converting eight key stores from sales focused franchise stores into full service stores offering our entire range of products and services including sales, renewals, upgrades and customer service and advice.
The company will also be offering online sales and service through a new improved website and is exploring new, alternative sales channels that make sense for customers.
Jonathan Newman, Chief Marketing & Strategy Officer, Virgin Mobile South Africa, confirmed that the initial objective is to reduce the number of stores, which are predominantly run by franchisers, with the intention take over the responsibility of managing these operations. Once this process is in place, the next step is to improve infrastructure and prepare for the rollout of new platforms that will originate from VMMEA.
“The objective is to improve customer experience, add value and grow our subscriber base,” says Newman.
Virgin Mobile South Africa’s key store locations will be as follows:
Gauteng – Eastgate, Southgate, Key West and Cedar Square; Western Cape – Canal Walk; Kwa-Zulu Natal – Pavillion, Galleria; Limpopo – Mall of the North.
Chris Tredger, Online Editor
