Telkom Kenya Invests in Customer Needs to Drive Innovations

Companies get it wrong when they spend too much time on product and service development and ignoring the need to understand a customer’s changing needs. As new innovations are incepted, it is highly important that a company does so with the customer.

Consumers can relate to innovative products and services brought to life through their involvement and are willing to pay a premium price for it. While few firms ignore or haven’t realized this trick yet, Telkom Kenya is one exception.

Telkom Kenya has and is always seeking to better the customer experience and ensure that they have the best services. Its growth, vibrancy, and verve to be the best continue to impress.

Although the company has seen a fair share of transitions, it has all through moved with the customer. Telkom Kenya’s journey of rebranding has positioned it well in the telco’s market. Nonetheless, the company’s plans will catapult it ahead of the competition soon enough.

But how has rebranding taken Telkom Kenya so far?

Well, it is now fifteen months since the transition began. During that period, Telkom Kenya’s customer base has tremendously grown. It has launched several services including amazing data deals that have received quite an affirmative nod with the subscribers.

Although the rebrand progress hasn’t been easy, Telkom Kenya is all set to benefit greatly from the infrastructure and people it has invested in.

Even before rebranding began, Telkom Kenya had already begun replacing old network infrastructure with new ones. When the name Telkom was finally launched, the company’s 4G or LTE network was up and running.

It was no walk in the park though, Telkom had to do it right with competent professionals and the latest technologies. With such an initiative, the drive was to offer appropriate and customer-preferable services.

The company’s colors have now cemented its presence across the country and it already feels like they have been around forever. Thanks to the blue color, the brand can now be spotted from afar, which is ideal for visibility is a strong aspect.

In terms of Customer Care, Telkom is advancing to new places with an even better service provision process. It has opened new and revamped shops across the country with the most notable being the shop renovations in Mombasa and Kisumu.

The new innovations feature myriad devices fit for every consumer ranging from the most affordable types to high-end devices. It is worth noting that Orange shops before Telkom had only a handful of such gadgets.

Far from the ongoing process of the telcos company looking to serve all clients equally and ensuring that absolute customer centricity has been achieved, Telkom has also invested in customer feedback systems for gauging their experience.

The introduction of the data management tool, for one, was a major innovation. Nowadays customers don’t have to complain about easy data depletion before they can browse. When your data runs out, your airtime won’t be used to browse as was the case before. Well, this is another winning formula.

One pivotal plan the company is looking to include is the do it yourself (DIY) platform. It shall offer tutorials and engage customers in forums for better growth. This way, Telkom subscribers will be empowered and equipped with the information they can impart to other peers. The service shall be in form of “how to” videos and the availability of support for the forum.