Vodafone Idea Ltd - January 2021

Vodafone Idea: Developing a Truly Digital India IN ASSOCIATION WITH

VODAFONE IDEA LTD

DIGITAL REPORT 2021

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Vodafone Idea: Developing a Truly Digital India

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www. m y v i. in

VODAFONE IDEA LTD

Business Chief APAC looks at the digital transformation and COVID-19 trends that are driving the development of a truly digital India

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stablished in 2018, Vodafone India Ltd completed its merger with Idea Cellular Ltd. As part of the merger, Vodafone India

rebranded to Vodafone Idea and is jointly controlled by Vodafone and the Aditya Birla Group.

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Its vision is to “create world class digital experiences to connect and inspire every Indian to build a better tomorrow.”

Vodafone Idea provides the pan-India region with voice and data services for 2G, 3G and 4G platforms.

The company is committed to delivering high quality customer experiences and contributing to a truly digital India.

Following its establishment in 2018 Vodafone Idea has since rebranded for a second time to ‘Vi’ in September 2020 following the final completion of the merger between the two organisations.

Reflecting on the creation of Vi, the company states that it was built to “be strong, ever dependable, agile, intuitive, and a brand in tune with the needs of the customers in these ever changing times.”

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www. m y v i. in

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Commenting on the completion of

and agility to fast track their digital

the merger between Vodafone India

experiences programs. This solution

and Idea Cellular, Ravinder Takkar,

eliminates the need for a major transfor-

managing director and CEO at

mation of legacy systems, bringing the

Vodafone Idea commented, “Vodafone

services near to the experience layer.

Idea came together as a merged entity

In addition to changing customer

two years ago. We have, since then,

behaviours, many other digital trans-

focussed on integrating two large

formation initiatives in India are being

networks, our people and processes.

delivered by harnessing hybrid cloud,

And today I am delighted to present Vi,

artificial intelligence (AI), machine

a brand that will bring important mean-

learning (ML), robotics, neuro-linguistic

ing to the lives of our customers.”

programming (NLP), the internet of 07

DIGITAL TRANSFORMATION TRENDS Digital transformation is about rethinking people, processes and technology, while keeping the idea of developing a ‘simple, fast and innovative experience’ for customers.

As digital initiatives grow in the region, customer behaviours evolve, transitioning from traditional interaction channels to digital channels. This change is

“ It is in the times of crisis that the grit and commitment of individuals and an organisations are put through the true test of time”

driving the development of the digital experience layer (DXL), a disruptive technology which enables businesses to quickly address the customer’s

— Vodafone, Company Statement 2020

digital need and provides the flexibility www. m y v i. in

VODAFONE IDEA LTD

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things (IoT) and blockchain. With these technologies not only transitioning the way organisations do business in the region, they have also opened new business opportunities to create innovative products and services for both enterprises and retail customers.

THE IMPACT OF COVID-19 ON THE TELECOMMUNICATION INDUSTRY Like so many other countries and organi­ sations, the outbreak of COVID-19 was sudden and shocking. Currently in the telecommunications industry, many

2018

organisations have been working tirelessly to maintain the smooth running

Year founded

of their operations by embracing the

$6.4 bn

by COVID-19, driving the adoption of

Revenue in dollars

HQ

Gandhinagar, India

changes and opportunities presented digital and becoming more agile and flexible organisations. Working from home is not as difficult as it was anti­ cipated, many in the region have implemented large scale migrations of office environments, to remote working overnight, which has opened the door for new digital use cases,

www. m y v i. in

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VODAFONE IDEA LTD

“ Vodafone Idea understood the criticality of the situation and displayed true dedication to customer service” — Vodafone, Company Statement 2020 10

new business models, cross industry partnerships, and changing consumer demands to be more digital.

Since the outbreak of COVID-19 Vodafone Idea has been working to support communities to maintain safety and stay operational during these challenging times.

Back in April 2020, Vodafone Idea released a company statement that began with the phrase, “It is in the times of crisis that the grit and com­mi­tment of individuals and an organ­isations are put through the true test of time.” During the national lockdown measures Vodafone Idea strive to live up to their mission to keep customers connected and served.

The statement detailed the company’s reactive actions to restore connectivity to the Department of Health and Family Welfare, IGMC-Shimla, after its network went down, disrupting communication and essential healthcare services.

“Vodafone Idea understood the criticality of the situation and displayed true dedication to customer service.

We are thankful to have people like

Stay healthy through Vi App CLICK TO WATCH

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0:19

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Pankaj and his colleagues at Vodafone

after the company introduced the first

Idea who have set an example of true

contactless recharges via Google

humanity,” commented the IGMC team.

voice enabled features. “As a responsi-

Jumping forward to June 2020, in

ble, service oriented telecom operator,

furthering its efforts to support those

it has been our constant endeavor to

affected by COVID-19 and to ensure

keep our customers connected on

the safety of both employees and

Delhi NCR’s fastest 4G network dur-

customers, Vodafone Idea installed

ing the Covid lockdown and enable

protective shields at its telecommuni-

efficient services to them while they

cation outlets. As telecommunication

stay home safely. With the resumption

retail outlets began to reopen in New

of commercial activities and opening

Delhi, the company strived to ensure

of our stores, we are taking full care to

safe distancing for retail personnel

ensure safe health of our retailers and

and customers. This news came shortly

customers in Delhi & NCR. We have www. m y v i. in

VODAFONE IDEA LTD

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Keep learning through Vi App CLICK TO WATCH

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installed protective shields at Telecom outlets across Delhi NCR to safely and efficiently deliver services to our customers through these outlets,” commented Arvinder Singh Sachdeva, Operations Director, Vodafone Idea Limited.

In addition some of the other processes implemented by the company as stores began to reopen included: hourly sanitisation practices, strict ad­herence to social distancing norms, queue management outside the stores, one customer per counter, and en­couraging and assisting customers to move from touch based transactions to fully digital transactions.

“ It has been our constant endeavor to keep our customers connected on Delhi NCR’s fastest 4G network during the Covid lockdown” — Vodafone, Company Statement 2020 www. m y v i. in

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VODAFONE IDEA LIMITED SUMAN TOWERS PLOT NO.18 SECTOR 11 GANDHINAGAR 382011 GUJARAT T +91-79 6671 4000 W www.myvi.in

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