Following a ‘Customer First’ approach, Vodafone India, has invested over INR 1000 crores on ramping up network and distribution and retail presence in Mumbai circle over the past 12 months (April 2014-March 2015). Already the preferred mobile services provider in terms of Subscriber base, Revenue Market Share and Retail touch points, Vodafone has been focusing on closer engagement and enhancing customer experience in an endeavour to be future ready.
Pursuing an accelerated growth strategy since April 2014, Vodafone has expanded its network footprint by adding over 1200 new 3G and 2G sites across Mumbai in the past 12 months. During this period, Vodafone has increased its exclusive retail footprint by rolling out 7 Vodafone Stores and 27 Vodafone Mini Stores.
With this ramp up, Vodafone has further extended its leadership in Mumbai across relevant industry parameters – network coverage, subscriber base, retail footprint and revenue market share (RMS).
Expressing pride on Vodafone completing two decades of commitment to Mumbai circle Ishmeet Singh, Business Head – Mumbai, Vodafone India, said, “Gaining the trust of our customers and winning the distinction of being the most preferred mobile services provider in Mumbai circle is not incidental. We have won the hearts of our customers by pursuing a continued and consistent customer centric strategy to bring the best connectivity solutions to our valued customers. It is their trust and support that has enabled us to achieve leadership position in Mumbai across key parameters – Network, Subscriber base, Retail footprint and Revenue Market Share. We remain committed to continue investing in bringing the best in class, innovative, relevant products and services to win customer delight in the years to come.”
Having set up one of the largest networks in the circle, Vodafone now has 5000+ 3G sites in Mumbai circle. Specifically to spread awareness and increase adoption of mobile internet, Vodafone has been hand holding customers through on ground engagement and education initiatives. 3G has shown tremendous uptake and has been growing at 44% YoY. Overall Data contribution to circle service revenues is 25%.
With already one of the country’s largest exclusive retail footprint, Vodafone has continued to expand its reach to cover various parts of Mumbai. Presently, Vodafone has more than 202 retail outlets (largest and exclusive) in Mumbai. Over the past 12 months, Vodafone has launched 10 Global Design Stores in Mumbai, as part of an initiative to offer an unmatched retail experience to its new age customers. Whether it is Manchester in UK or Mumbai, Vodafone Global Design Stores offer a uniform customer experience.
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 85,000 agents and with more than 2.5mn customers, M-Pesa is the largest banking business correspondent in the country. Vodafone M-Pesa was launched in October 2013 in Mumbai and currently has 3800+ agents in Mumbai, and a customer base of over 2.5 lakhs.