As
part of the project ‘Next’
program, we introduced the
‘data roll over’ functionality for
postpaid customers.
To improve customer
stickiness by offering them
more products & services,
we focused on cross selling
our portfolio of telco products
and gaining adoption of our
digital services. A dedicated
‘Homes’ channel was set-up
to sell postpaid and DTH
connections to our existing
broadband customers. Airtel
TV was rejuvenated with a
rich content library of live
channels, movies, premium
OTT content etc., which
enabled it to garner 25Mn+
active users. Wynk music
became India’s #1 app in
terms of consumption. On the
B2B side, we did a strategic
partnership with Symantec to
offer cyber security solutions
to corporate and government
organizations.
Delivering brilliant customer
experience continued
to be our key priority. We
made heavy investments
in network, the core of our business. A record 110,000 mobile sites were rolled out in the
last year to expand our 4G footprint across the country. We
created a strategic partnership with SK Telecom to leverage
its expertize in improving network experience and create a
future ready network. To enrich voice calling experience, we
launched VoLTE. Re-engineering and digitization of customer
care processes were completed to offer better resolution to
customer queries. We also launched next generation ‘digital’
stores in marquee locations to enhance customer experience in
our stores.
While the mobility business was under competitive pricing
pressure, acceleration in non-wireless businesses played a
strong role in driving the growth of the company. Broadband
business was completely re-launched with first of its kind
propositions like data roll-over, data borrow from postpaid mobile
etc. DTH and B2B business registered healthy double digit topline
growth with strong margins on the back of simplified pricing and
aggressive Go-to market initiatives.
We continued our emphasis on identifying and stripping
out waste from our business through process redesign and
automation. This is demonstrated by the fact that we delivered a
decline in operating expenditures last year.
Finally, we remain committed to ensure growth & well-being of
our people, the most valuable asset of our Company. We have
constantly striven to be amongst the preferred places to work
for the smartest in the industry. This year, Airtel was ranked 10th
‘Best Company to Work for’ across all companies and the best
employer in Telecom in India.
As an organization we continue to be committed to sustainable
and inclusive growth. Our Sustainability Report spells out our
initiatives for environment sustainability. Bharti Foundation, with
full support from our employees, has been doing remarkable
work in engaging parents and the community to spread
awareness about education and empowerment of girl child.
These initiatives have made our corporate citizenship more
meaningful.
As we look ahead, we remain excited about the massive
opportunity in India. With three large private operators serving
1.3 Bn people, the industry is poised for sustained long term
growth. While there will be pricing pressure in the short term, the
long term remains promising. We believe your company is well
poised to exploit this future. With massive investments, an iconic
brand, and a team that is obsessed about serving customers we
are confident that Airtel will remain a force to reckon with.
As we enter a new era of telecom industry in the country, I would
like to thank our customers, our people, our partners and our
shareholders for their support and faith in us. We seek your
continued guidance in our journey.
Gopal Vittal
