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NETWORK AND COVERAGE
Result
Launch of VoLTE service
Extending the fiber optic network with 60,000 new households
Expanding the FTTc coverage with 200,000 new households
Modernization of 42 locations in MAN
Improving autonomy and redundancy of power supply and connectivity to the network of important for
performance of the network sites:
- Investment in mobile generators
- Investment in equipment to control fuel of diesel generators
- Installation of a separate power supply systems for transmission facilities in order to increase the
autonomy of the transmission network
PROCUREMENT
Increase of hybrid cars in the fleet portfolio and introduction of electric vehicles
*The company decided to invest more in increasing hybrid cars (31 in 2018 compared to 11 in 2017) instead of
electric cars that at this stage do not meet our needs of service vehicles.
*
Renegotiation and optimization of trading conditions in strategic supply contracts – minimum 20 con-
tracts
Developing an e-shop
Developing the re-testing, repackaging and reuse of devices and customer equipment program
EMPLOYEES
Continuation of process of simplification of processes
Optimization of administrative structures and personnel costs
Increase of engagement rate by 2% compared to 2017
CUSTOMER EXPERIENCE
Creating customer service standards based on customers’ lifestyle and values
*Completed to 50% - groups of clients are differentiated according to their way of life and values, and ‘customer
trips’ and service standards towards them are to be created.
*
Revision of basic processes affecting customer inquiries
Revising the way of communication with customers through various documents and communication
channels
Collecting customer feedback after each contact with us
*Postponed for 2019
*
Launching of an internal program to promote the idea of ‘client experience’ within the company
DIGITAL CHANNELS AND DIGITAL INNOVATIONS
Launching My VIVACOM digital platform and mobile application for end users
At least 1/3 of all of the telecom’s mobile customers to have profiles in the platform created by the end
of 2018
Realizing 1% of total sales and re-signings of mobile services of the company through the online store
Yes
Partially
No
1.5.
Goals & Achievements 2018
NETWORK AND COVERAGE
Extending the fiber optic network with 50,000 new households
Expanding the FTTc coverage with 100,000 new households
Expanding the 4.5G mobile network coverage, increasing capacity and maximum speeds
Modernization of the interactive TV platform and improvement of customer experience with the addition of
new functionalities
Switching the satellite television (DTH) to a new satellite
PRODUCTS AND SERVICES
Expansion of additional content included in mobile plans
Enhanced bundled offerings according to the customer’s needs in order to increase the average number of
services used
Development of the self-service portal – My VIVACOM
New proposals for disadvantaged people
HUMAN RESOURCES
Upgrading programs and measures to attract, retain, develop and motivate employees
Restructuring the company and optimizing staff costs
CUSTOMER CARE AND IMPROVING CUSTOMER EXPERIENCE
Create ‘customer journeys’ for different clients groups according to their lifestyle so that they have the most satis-
fying contact with the company
Creating a company map of activities to the customer according to the stage in which our services are used
Measuring the experience of our customers at different points of contact
Revision of basic processes in fixed services
Change in the type and content of monthly invoices
Replacement of the customer service platform
SUPPLY
Development and ongoing improvement of the electronic supply system
Optimization of the delivery process – reducing the time for creating a delivery order by 30%
30% of all vendor selection procedures are to be conducted through open auctions
Carrying out an internal survey to measure the level of employee satisfaction and the efficiency of delivery
processes in the company
1.6.
Goals 2019
1. OUR COMPANY
ANNUALREPORT
2018
INTEGRATED
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