. . . Telco to roll out 200 service outlets across country
Ben Uzor Jr
Driven essentially by the need to address pressing customer management demands and also to bring services to the door step of its teeming subscribers, mobile network operator, MTN Nigeria in strategic partnership with Oando Plc, yesterday disclosed plans to grow its retail presence with the roll out of 200 service outlets across the country. This, MTN further pointed out was another demonstration of its unflinching commitment to bring best-in-class services to its numerous customers.
Under the terms of agreement, MTN disclosed yesterday that a hundred of the service outlets would be deployed on the premises of Oando filling stations spread across the country. Currently, Oando Plc, sub-Saharan Africa's leading integrated energy group providing imaginative solutions to the region's energy challenges, has 600 retail filling stations across the country, and this, according to MTN explains why it decided to partner Oando.
“It is pertinent to add that in addition to the utilization of Oando premises, our Connect points will also spring up in many other open spaces including university communities nationwide”, Akin Braithwaite, customer relations executive, MTN, stated yesterday. He further revealed that MTN intends to deploy these service centres in the 774 Local Government Areas (LGAs) in the country. The service outlets tagged, ‘MTN Connect Point’, according to Braithwaite, forms a strategic part of the firm’s comprehensive customer outreach programme known as ‘Walk-in Service Everywhere’ (WISE).
He added that the primary aim of this initiative was to improve MTN’s customer experience by bringing services literally to their doorstep. “A typical Connect Point consists of a branded kiosk operated by a Connect Partner. The cost of the kiosk is borne by MTN. Each Connect Point is fully equipped with modern technology an is manned by two personnel who will carry out a bouquet of services, including SIM swaps, bill payment, query resolution, SIM registration, assistance to customers with product or service activation or set up, and customer enlightenment, amongst other services”, Braithwaite posited.
According to him, MTN had conducted extensive studies to establish where these outlets are most needed and thus deployment would be based on these findings. This strategy, he added was guided by MTN’s determination to ensure that none of its esteemed customers ‘needs to go too far to find competent support and assistance that will enable them derive true value from MTN’s products and services’. In the same vein, Rabiu Umar, head of retail, Oando Marketing, said that the firm’s desire to provide unmatched service experience to its customers was the rationale behind partnering with MTN.
“1 in 5 Nigerians buy petrol from Oando filling station and 1 in ten Nigerians use an MTN line. It is a synergy that would definitely work wonders. It is difficult to get customer service as Nigerians waste valuable man hours travelling long distances to experience MTN products and services. I think it is a very proactive initiative. At Oando, we will do everything to ensure that this partnership is a success”, he concluded.MTN continues to invest billions of naira into providing the best technological platform to improve customer care.
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