This site uses cookies. By continuing to browse the site, you are agreeing to our use of cookies. Find out more.
Integrated report


We communicate clearly and openly. We share our experience and knowledge. We say what we do and do what we say.


In our long-term strategy for development on the Bulgarian market, the client is in focus and the open communication is a leading value. We strive to inform our users as clearly as possible about all products, services and initiatives, to proactively offer them the solutions that are best suited to their needs. Our goal is to maintain a high level of service, no matter at which contact point with the customers.


In 2018 we managed to:

  • Improve the overall ‘Service Level Factor’ in Customer Service Directorate compared to 2017;
  • Improve the service of purchased devices;
  • Optimize the roaming service activation process;
  • Introduce sending of all SMS messages in Cyrillic.


The year was particularly important in order to bring all processes in the company in accordance with the European Regulation (EU) 2016/679 on the protection of individuals with regard to the processing of their personal data – GDPR.


In addition to our customers, we also value the honest communication with our employees. We held three internal meetings of employees with the top management – with the Chief Executive Officer, the commercial function directors, and the directors from the Marketing Directorate.


We also organized a special event for employees and their children on ‘Safer Internet’ topic, in partnership with the Directorate of Computer Crimes at the Directorate General for Combating Organized Crime and the Safer Internet Centre.