Mr Ebenezer Asante, Chief Executive Officer of MTN Ghana, on Monday said the company was going to focus more on its customers, because they are a formidable force behind the company.
He said transforming the operational model, coupled with enhanced customer experience, improved operation efficiency, network modernisation as well as rich digital service would be the focus of the company in 2017.
Mr Asante made this observation at a forum to brief the media and stakeholders on the performance of the company in the year 2016, as well as the way forward for the current year. He said in 2016, there was consistent growth by the company as subscriber base increased from 15 million people to 19.2 million.
Mr Asante said the factors that contributed to driving sustainable growth included building the data base, building their UBA system, increasing width and depth distribution, among others.
He said the company created a distinct customer experience by enhancing its relationship with customers, and bringing its services closer to them. “With distinct customer service, enhancement of customer touch points, continues investment for improved network quality and coverage and relevant service offers,” he added.
It also delivered a bold new digital service by driving financial inclusion through its mobile money services. Mr Asante said with its mobile money services, the company received ISO certification, registered 57,000 active agents, partnered 16 banks, registered 8.5 million subscribers, and made 45 million interest payments.
He said the company in 2016 also boosted business growth with transformative technology and increased business efficiency, adding that the company launched the 4G with high speed data service as well as the fibre to home and businesses. “We launched 3G in 2009, and as at 2016, we have 1,713 sites on air with voice and data service. And with the launch of 4G in 2016, we have 475 sites on air with high speed data services.”The CEO said the company also gave back to society through the MTN Ghana Foundation in the areas of health, economic empowerment, and community support programmes totally to 142 projects within nine years.
He noted that some challenges the company faced in the year 2016 included fibre cuts, load shedding, unpredictable cost, uncertainty with businesses operating permit rate, price competition, protracted permitting, over taxation, high escalating cost, and SIM registration.
Mr Asante, however, noted that going forward in 2017, MTN Ghana hoped to expand and improve projects by accelerating network rollout, increase network capacity, and redundancy.
“Investment would be 143.7 million CAPEX, fibre rollout, 410KM, 2G network, 245 new site rollout, 3G network, 561 new site rollout, network modernisation 2600+ modernized BTS’s, and LTE rollouts, 475 sites live and 197 sites in 2017 in all regions,” he added.