The country's largest telecom services provider, Bharti Airtel (Airtel), on Monday launched 'Project Next' programme aimed at transforming customer experience across all its services and touch points.
The company said it plans to invest up to ₹2,000 crore over the next three years under this project for several digital innovations to step change the simplicity and interactivity of the Airtel customer experience.
"We look at the customer journey holistically and have identified 17 moments of truth. At each of these moments, our aspiration is a eliminate customer frustration and make the experience better via digital innovation," Gopal Vittal, Managing Director and Chief Executive Officer (India and South Asia), Airtel, said here at the launch.
The company said through this project, it will transform its in-store experience and also give better postpaid and security promises. The Project Next complements Airtel’s massive investments towards building a future ready network under Project Leap, the company said.
Announced around two-and-a-half years ago, the company had decided to invest ₹60,000 crore in three years under the Project Leap, to increase its base stations and cell sites to expand and improve its network.
The Project Next include -- Next-Gen Airtel Stores, Postpaid Promise and Security Promise -- to give customers more choices and secure their smartphones.
The Next-Gen Airtel Stores have been conceptualized by the UK based 8 Inc. The first two Next-Gen Airtel stores are already opened in Gurgaon. The new stores are open and minimalistic by design to make the customer experience highly interactive through the concept of share, create, experience.
In the Postpaid Promise, there is Data Roll Over Promise in which customers no longer need to worry about losing unused data at the end of the month. Starting August, all Airtel postpaid customers will now be able to carry forward their unused monthly data quota to the next billing cycle, the company said.
Customers can easily track their usage and data carried forward on MyAirtel App.
Also, postpaid customers can now create customised solutions for the family by adding multiple postpaid connections to their account, and enjoy savings of up to 20 per cent. They can also pool and share their data benefits across all connections.
Customers can also add Airtel Prepaid connections to their Family Postpaid with a seamless switch from Prepaid to Postpaid in a few clicks using the MyAirtel app without any paperwork and no need to visit the Airtel store or call customer care.
Similarly, under the Security Promise, with the introduction of ‘Airtel Secure’ - a digital smartphone protection suite, customers can now protect their smartphones against accidental/ liquid damage.
If a customer’s device is accidentally damaged, Airtel will arrange for a pick-up of the device, get it repaired from an authorised service centre and deliver it back to the customer.
Airtel Secure also comes with Norton Mobile Security Suite, which includes anti-malware protection, and an App Advisor that flags privacy risks such as intrusive behaviour, the company added.