Vodafone Business Report
Vodafone is a British telecommunication and IT mobile service provider. The company has its headquarters located in London. The company has established its operations in Australia. Datamonitor (2000) explain that it has gained viable acceptance in the country making it secure a strong customer base. The business is categorized as the second largest mobile telecommunications company in the world. It is the second largest telecomm company in terms of subscribers and revenue generation. A research conducted in the year 2014 showed that Vodafone subscribers were 434 million across the globe. The company has earned a wide customer base because of the excellent customer service it providers to its customers. The company recognizes that the customer is the king and gives unsurpassed customer service to its esteemed clients. Datamonitor (2000) expound that it owns and runs telecomm networks in twenty one countries across the world. In addition the company owns a network of partners in more that forty additional countries in the world. The company avails telecommunications and Information technology services to corporate customers in over sixty five states in the world. It has laid strategies to diversify and make its presence felt in as many countries as possible in the world.
This research study will carry out an analysis of the company’s business operations in Australia. It will gather and evaluate the company operations in Australia. The operations will cover the products and the services the company offers to the Australian telecommunication market. The operations evaluation will cover the strategies the company has put in place to ensure better and efficient services to its customers. The operations will dig dip to uncover the strategies the company has put in place to win and secure customer loyalty. Securing customer loyalty is paramount to prevent customer switching to rival telecommunication service providers (Great Britain & Great Britain, 2003).
The study will evaluate customer feedback the telecommunication service provider receives from its esteemed customers in Australia. The complaints laid on the company customer service desk will be evaluated. The study will evaluate the nature of complaints that customers mostly raise. The study will evaluate the promptness and the efficiency with which the company handles customer complaints. It will also evaluate the perception and the level of satisfaction the company customers receive from the company. The study will scrutinize the reputation that the company has created to its customers in Australia. This will entail evaluating whether the company has a positive or a negative reputation. Great Britain and Great Britain (2003) explain that having a good reputation is fundamental for an organization to thrive in the presence of stiff competition. A good reputation gives a company a cutting edge over its rival competitors. It is paramount for organizations to secure a good reputation from its customers. Good reputation translates to an organization having a healthy customer base. This translates to an organization profitability, growth and performance. These features are found in Vodafone Company.
2.0 Vodafone operations
Vodafone Company operations in Australia are aimed at securing and retaining the confidence of its customers and other stakeholders. The company manages its operations responsibly and undertakes its business in an ethical and impartial way (Great Britain & Great Britain, 2003). The company avails to the Australian market telecommunication products and services. The company offers an expansive range of products and services to its esteemed client base in Australia. The company’s products and services include voice, messaging, data services, fixed line solutions and technology devices to enable customers meet their communication requirements.
The company provides to its Australian clients a wide range of handsets. The handsets covers all the company’s client market segment and price points. They are availed to the clients in varying designs (Datamonitor, 2000). The company provides its client base with smartphones offering modern advanced capabilities that entail access to emails and the internet. The smartphones are equipped with a variety of captivating features that appeal to its customers. The customers can play games of their choice courtesy of the handsets provided by the company. The handsets are availed in different prices depending on features possessed by the specific device. Research has shown that the company device brands lead amongst mobile handsets availed by other providers Australian market (Howell & Bronwyn, 2013). The company offers customized devices to its clients in Australia. The company’s customized two mobile devices include Vodafone 360 handsets Samsung H1 and Samsung M1. The company avails to the Australian market branded mobile handsets. Its operations in Australia are aimed at enabling millions of customers in Australia share and enjoy the benefit of mobile phone technology.
The handsets availed has prices starting from US$15. This enables those who cannot purchase expensive smartphones still enjoy the wide range of mobile products the company offers. The company provides low cost mobile handsets equipped with high end features such as touch screen and mobile internet capability. Howell and Bronwyn (2013) explain that this enhances affordability and customer satisfaction. In addition to the handsets provided by the company, Vodafone avails quality voice and messaging services. The company endeavors to provide value based pricing through unlimited internet data bundles for voice and messaging services. The voice services provided by the company comprise of revenue and costs for regional, national, international and roaming calls. SMS services entail text messages as well as multiple media features. The added messaging features are for example pictures, music, sound and text.
The central functionality and use of handset provided in Australia by Vodafone focusses most on voice, data and messaging services. The company offers varying tariffs and proposition platforms (Howell & Bronwyn, 2013). The tariffs are targeted at different market customer segments in Australia. The tariffs entail range of unlimited usage packages that are appealing to Vodafone customers. The company offers a series of sophisticated and advanced handsets. These advanced handsets help customers’ compliment their lives in a new and innovative style. The company’s commitment has enabled it provide to the Australian market cutting edge gadgets such as the Blackberry storm, Samsung H1 and M21 that are customized devices. The company also offers advanced mobile brands such as Google Nexus One. The company’s branded mobile gadgets are designed to meet and realize expansive customer requirements and preferences in Australia (Ibbott, 2007).
The devices offered by the company range from low cost mobile devices availing simple voice and text to competitively advanced mobile internet gadgets. The devices possess a cutting edge smartphone functionality that include touch screen and internet capability. The company launched in Australian market a device with the lowest price that was less than US$15. This provided to millions of people in Australia the chance to enjoy benefits of mobile phone technology. The company offers data telecommunication services to its customers in Australia. It avails an expansive range of tech products to enhance the clientele’s ability to access data services (Ibbott, 2007). The data packages provided by the company enables customers access internet, email, games and television efficiently. The company recognizes that data is a fast booming revenue channel. Provision of data services earns the company 10% of its service revenue.
The company data network provision is characterized by four network models with an in built 3G broadband internet. It has one of the fastest internet speed of up to 28.8 megabits per second. The company was the first to launch a 21 Mbps USB stick in Australian market and in extension in a couple of markets in Europe. The company avails to the Australian market a wide range of data products that include PC connectivity, internet services applications and roaming. The company avails PC connectivity series. The series is available in Australia through Vodafone mobile internet devices and specific mobile gadgets. The company avails mobile internet access for laptop, tablets and wide range of PC users (Ibbott, 2007). The company’s broadband avails simplified and secure internet access to corporate client’s business processes and systems. The company operations in Australia are characterized by adoption of HSPA networks and establishment of gadgets such as USB modems. These are aimed at improving the company’s broadband speed in Australia and even in other countries.
The company was the first to launch and implement high speed HSPA services. The servicers are characterized by supersonic broadband speed of 14.4 Mbps. The company also introduced to the Australian market USB sticks with unique designs and simplified plug and play software. Internet services provided by the company to Australian customers enables the users’ access internet easily on their mobile, laptop and tablet devices. The applications configured in the devices include email services having real time access to email service, calendar, address book and other captivating tech applications (Kumar, 2012). Data roaming enables Vodafone customers in Australia to use services over a mobile network when commuting to foreign countries.
The services include fixed voice and broadband services to its customers. This is aimed at addressing the customers total communication requirements. Vodafone offers fixed line services and Vodafone DSL Router, launched in Australia. The company’s fixed solutions includes internet broadband services availed through DSL technology (Kumar, 2012). The fixed line voice provided to Australian customers’ permits them to make fixed line calls applying Vodafone communication service provider. The company’s DSL router makes uses of mobile and fixed broadband tech services. The customers in Australia can easily connect immediately after buying the device. This is made possible through the company’s broadband modem and fixed broadband services. Ibbott (2007) explains that customers can use the USB modem with their laptops outside their homesteads.
The company launched in Australia a Vodafone signal used in concurrence with home fixed internet broadband. This provided customers with a splendid home 3G internet coverage. On top of voice, data, text and device provision, the company avails cloud and hosting services. This enables customers transform the way they manage IT by capturing the power of cloud. With the company’s cloud and hosting services the customers improve productivity in organization they work in. Cloud and hosting services provide customers with a more flexible way of executing organization tasks while cutting on cost and saving time. Employees are able to access and have the information they need in real time (Ibbott, 2007). This enables organization where employees are attached to swiftly respond to new markets and needs in an efficient way. The company avails an expansive range of cloud platforms. Through these platforms Vodafone can support data centers, organization’s servers and storage facilities.
This eliminates the organization’s need to host and manage data on site. The IT infrastructures provided enables organizations to achieve milestone transformation of their IT systems. This allows employees in the organization to concentrate on driving growth, creativity and innovation. Vodafone also specializes in offering Vodafone One Net solution to businesses (Ibbott, 2007). The company’s One Net portfolio are suited to all organizations wishing to integrate their systems with the company’s One Net solution. The infrastructure enables organizations enjoy merits of integrated communications. The system integrates an organization mobile and fixed lines together in one system package (Kumar, 2012). The One Net solution increases the flexibility and efficiency of individuals and organizations when taking calls. An example of One Net solution provided by Vodafone in Australia is One Net Express. This enables organizations acquire a virtual landline on the organization mobile.
Kumar (2012) expounds that individuals having One Net Express solution can operate their business from wherever without being tied up in organization offices. It enables individuals and organizations to be highly responsive. One Net Express solution enables individuals, and organizations to make calls to multiple phones or use virtual secretary to automatically give directions to customers. One Net business is another solution Vodafone avails to its clients in Australia. The solution is suited for small and medium sized businesses. It links mobile communications to enable connection with customers. The company also offers one net enterprise that integrates an individual’s or an organization’s fixed and mobile services together. The company finally avails One Net Collaboration solution to clients in Australia. As explained by Kumar (2012) the Tech infrastructure enables organizations to link One Net Business with Microsoft 365 and Skype.
2.1 Customer feedback
Vodafone receives continuous feedback from its esteemed customers regarding the various products and services that the company avails to them. Olsen (2015) explains that the feedback the company receives is based on customer satisfaction or dissatisfaction. The feedback received enables the company know the level of satisfaction that its customers get from the wide array of products and services. Vodafone receives feedback regarding non-performing or faulty mobile brands that were sold to customers by the company agents. The customers raise such a feedback through the company Hotmail and help desk all over in Australia. The company receives feedback regarding how the mobile phone brands are performing (Olsen, 2015). The customers send their opinions on whether the mobile phones sold to them perform in accordance with their expectations.
The company gets feedback from the client base regarding the usability of the gadget sold to them by the company. They express their views regarding the friendliness of the devices to them (Thomas & Applegate, 2010). This entails giving views regarding the level of sophistication in the mobile phone brands. Customers give their feedback to the company on whether they find the devices sold to them easy to use. It is through this feedback that the company is able to implement various improvements on the usability of their devices in line with customer views. The customers give their feedback regarding the shelf life of various tech gadgets such as mobile phones. The customers express their views on whether devices sold to them by the company lasts long or deteriorates quickly. As expounded by Kumar (2012) it is through this kind of feedback that the company is able to establish the cause of gadget deterioration to effect corrective measures immediately in line with customer views. Customers give their feedback to the company regarding the technology embedded in mobile gadgets and perception of customers towards the technology. They give their feedback on level of sophistication of the technology employed in mobile phones and other gadgets. It is through this feedback that the company knows what to improve in the technology or what not to include (Kumar, 2012). The company receives feedback regarding the features in the mobile phones sold to customers. The customers give their feedback on features they like most and features they would like the company to include in future mobile phone production. The company receives feedback regarding mobile phone design and impression the design creates to the customers. Depending on feedback given the company can develop and design mobile phones in line with customer feedback. The company receives feedback regarding data package plans availed to customers. They give their feedback pertaining data plans they like most and the packages they would like the company to introduce.
The customers give feedback regarding the speed of the company broad band internet. The company is able to effect necessary improvements depending on customer feedback given to them. Olsen (2015) explain that customers express their views and voice their feedback regarding the quality and efficiency of voice and data availed to them by the company. Necessary improvements are effected in accordance with customer’s feedback. Individual and corporate customers give their feedback regarding quality of cloud and hosting solutions the company provides. Using various feedback and opinions voiced by the company’s customers regarding various products and services, the company is able to effect the necessary improvement to meet customer requirements (Olsen, 2015).
Customers raise complaints regarding dissatisfaction and maltreatment by company agents. Customers give complaints regarding mobile phone batteries that have low shelf life. Some of the mobile phone batteries sold to them are faulty. The customers raise these complaints to the customer’s helpdesk by giving specific names and battery brands the customers find faulty (Moore, 2005). As such the company can recall the batteries in the market to effect necessary improvements in line with customer’s complaints. Customers also raise complaints regarding faulty mobile phones sold to the customers. The company asks the customers to take such phones for repair in Vodafone customer care centers. Corrections are made to the customer devices free of charge. This provides satisfaction and creates an impression that the company is committed to handling customer complaints and other grievances promptly (Moore, 2005). Customers raise complaints regarding quality of voice when making or receiving calls. They raise grievance on poor quality voice when the customers cannot hear each other clearly when making calls. They give complaints regarding poor mobile network connection. The company is able to take necessary corrective measure to improve on areas customers have issues on. Clients raise complaints regarding low broadband internet speed.
Vodafone has earned and cultivated solid and good reputation from its individual and corporate customers. The company has acquired the good reputation in Australia as a result of impressive products and services the company avails to its customers. The company provides products and services that meet customer’s needs. As Thomas and Applegate (2010) explain this provides satisfaction to the customers and consequently good reputation to the company. The high quality of products and services that the company avails to Australian market earns the company good reputation. The promptness of handling customer complaints and the efficiency of handling the complaints has secured the company good reputation in the Australian market (Davies, 2003).
2.4 Problems encountered
The company encounters a series of problems and challenges during provision of telecommunication products and services. One of the problem the company encounters is insecurity and theft of its tech products (Datamonitor, 2000). In Australia some regions are insecure to operate in. The company’s products such as mobile phone devices are stolen from their outlets. Some of the company telecommunication systems such as data cables are vandalized and stolen. The company experiences another problem of uncooperative customers. As such the customers fail to give necessary views and comments regarding the company products and services. Great Britain and Great Britain (2003) argue that this denies the company the chance to identify specific bottlenecks and problems associated with their products. Some areas in Australia can hardly get accessed due to poor infrastructure development. This makes it hard for the company to access such regions to attend to customer’s needs.
2.5 Suggestions for improvement
As explained by Howell and Bronwyn (2013) the insecurity and theft problem experienced by the company can get solved through the concerted efforts of the company, the Australian government and company customers. The government should avail necessary and sufficient security to fight the insecurity and theft menace faced by Vodafone in Australia. The customers can assist the company and the government fight insecurity by reporting suspicious characters and those involved in theft cases to relevant authority. To better handle the problem of uncooperative customers, the company should hold rallies and road shows in various regions of Australia. The customers should get sensitized during these rallies on need to provide feedback and raise complaints regarding company products and services. This would assist the company make necessary improvements to satisfy customers more (Ibbott, 2007). The problem of poor infrastructure development can get handled through company cooperation with the government. The company should instill into government officials the need to provide necessary infrastructure to enable the company attend to customer needs and transform Australian telecommunication industry.
Vodafone telecom service provider is on the forefront to providing excellent technology, products and services to the Australian market. The company employs a series of strategies to deliver products and services that suit the customer’s needs. From the literature reviewed, Vodafone has secured a strong and reliable customer base as a result of efficient service delivery. Its employees are committed to ensuring that customer’s needs are met efficiently and complaints raised handled promptly. The company management endeavors to instill transformation and revolutionize the telecomm industry not only in Australia but also across the world.
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