MTN to spend $1.3bn on network expansion in 2013

Mobile network operator, MTN Nigeria, said on Wednesday that it would spend $1.3 billion on network expansion in 2013. Brett Goshen, chief executive officer of the company, made this known in Lagos at the official commissioning of MTN Yello City, a unique Customer Experience Centre.

This year, the telecommunications company had set aside similar amount for its nationwide network optimisation and modernisation project which is already at an advanced stage. This investment, according to Goshen, is an indication of the company’s commitment towards rendering best-in-class customer service on its network.

“We have invested $1.3 billion on the network in 2012 alone. This covers the extensive network optimisation and swap out exercise. We will also spend a similar amount on network expansion in 2013”.

The experience centre, according to the MTN CEO, is strategically designed to provide customers with ready access to a wide selection of MTN products and data/Information Communications Technology (ICT) services in a conducive environment.

“We have deployed significant resources into building this facility and many others across the country because the future of our business is in data and ICT services”.

He said MTN will continue to push the boundaries of customer service in order to meet the ICT needs of its customers. New and potential customers who visit the Yellodrome Service Centre, Goshen said will receive “personalised assistance from in-house specialists who will always be on hand to provide useful information about our various products and services”. This, according to the MTN boss, could range from a bouquet of ICT services aimed at small, medium or large businesses, or its mobile money service.

Speaking in the same vein, Akin Braithwaite, customer relations executive, MTN Nigeria, said the company recognises the importance of enhancing the overall customer experience on its network.

Over the following months, Braithwaite said MTN intends to open similar centres across the country to complement its existing service centres and connect stores.

“We are working to achieve this on several fronts. We are committed to providing multiple platforms that give our customers easier access to us while catering to their various needs and the MTN YELLO CITY centre is one of such platforms”.

Creating a distinctive customer experience for its over 42 million subscribers, according to him, has always been a priority for the company. “This year alone, MTN launched several new Partner Shops, developed new customer service initiatives on Facebook and Twitter such as - @MTN180, enhanced our various self-service options, such as -MTN Web Self-service, MTN Self-service Terminals, as well as provided customised service offerings with our new value proposition packages, all in a bid to deliver that branded MTN experience to our customers”.

The ‘YELLO CITY’, he said, will serve as a one-stop-shop for a wide selection of MTN product and service offerings. “The centre is much larger than our regular service outlets and also better positioned to provide ICT services and solutions. It will also cater to a broad range of customers, corporate clients and Small & Medium Enterprises (SMEs).

At YELLO CITY customers will have access to: voice and data solutions, enterprise solutions for business customers, various self-service options and MobileMoney services. Customers can also purchase all of our products and obtain the latest product and service information”.