Tigo Tanzania wins GSMA Highly Commended Award in Africa
Tigo Tanzania has won the Highly Commended Award under the Best Network Improvement category, awarded by global mobile association, GSMA during the continent’s prestigious and largest annual communications Congress & Exhibition, Africa Com, held recently in Cape Town, South Africa.
Tigo was short listed under the Best Network Improvement Category as the sole mobile operator in Africa in the category.
Commenting on the award, Tigo Tanzania’s Head of Operations, Deon Geyser, said that having won in this category is not only an honor for Tigo Tanzania but also a demonstration of its continuous commitment towards quality improvement in mobile services and solutions in the country.
“We have invested heavily in the past year in network quality so that we make our services more accessible and reliable to our valuable customers. Tigo is now available everywhere in the country and at a better quality, therefore this award is a great celebration towards this achievement,” he said.
According to Geyser, Tigo’s improvement on network quality is a result of the management teams’ turnaround strategy which started implementation in December 2012 across all Tigo operations.
He said: "This strategy has led to incredible results such as a 70 percent reduction in network outage time, 63 percent reduction in call drops and 300 percent increase in data throughput."
“Tigo has equally invested in coverage by reaching out to more rural areas and customers across all 30 regions in Tanzania mainland and Zanzibar. This nationwide presence allows our customers to enjoy calls with better voice enhancement, use data with better 3G internet connectivity and have more reliable Tigo Pesa services where now they can send and receive money with less inconveniences, thus giving them another big reason to smile."
Tigo Tanzania’s Head of Planning and Optimisation, Halima Idd, further explained that the company successfully managed an extremely focused Quality Transformation Program and invested money and other resources into the right areas.
She said: “During our surveys we got a lot of feedback from our customers that our network quality needed improvement, this for us meant urgent measures must be taken. We are a customer centric company and that is in the core of our operations where we develop products and services around key findings from consumer understanding and feedback.”
She continued: “The Quality Transformation Program that we started implementing in 2012 included; right investments into network resilience, coverage and capacity; controlled changes and project execution; as well as improved operational management. However, all this was complimented by a great team effort internally, a robust organizational structure and key strategic partnerships to achieve the results that were required.”
In September, Tigo kicked off an activation caravan dubbed ‘Tigo Smile tour’ to celebrate the widespread network coverage and reach in rural Tanzania due to launch of more than 280 quality towers in all 30 regions this year.
This massive network investment by Tigo has also given rise to employment growth as a result of the introduction of new customer care centres and Tigo shops across the country; an increase of Tigo Pesa agents, a critical factor to implement the nation's efforts towards financial inclusion; and accessibility of Tigo products and services everywhere in the country due to widening of distribution channels thus cementing Tigo's nationwide presence.
This year’s awards included 14 categories covering the whole telecom business from networks to services and marketing, including four new awards: Connectivity Solution, Mobile Marketing, Digital Music and Mobile Money.
5 minutes with... Janthana Kaenprakhamroy, CEO, Tapoly
Founder and CEO of award-winning insurtech firm Tapoly, Janthana Kaenprakhamroy heads up Europe’s first on-demand insurance platform for the gig economy, winning industry awards, innovating in the digital insurance space, and leading with inclusivity.
Here, Business Chief talks to Janthana about her leadership style and skills.
What do you do, in a nutshell?
I’m founder and CEO of Tapoly, a digital MGA providing a full stack of commercial lines insurance specifically for SMEs and freelancers, as well as a SaaS solution to connect insurers with their distribution partners. We build bespoke, end-to-end platforms encompassing the whole customer journey, but can also integrate our APIs within existing systems. We were proud to win Insurance Provider of the Year at the British Small Business Awards 2018 and receive silver in the Insurtech category at the Efma & Accenture Innovation in Insurance Awards 2019.
How would you describe your leadership style?
I try to be as inclusive a leader as possible. I’m committed to creating space for everyone to shine. Many of the roles at Tapoly are performed by women and I speak at industry events to encourage more people to get involved in insurance/insurtech. Similarly, I always try to maintain a growth mindset. I think it’s important to retain values to support learning and development, like reliability, working hard and punctuality.
What’s the best leadership advice you’ve received?
Build your network and seek advice. As a leader, you need smart people around you to help you grow your business. It’s not about personally being the best, but being able to find resources and get help where needed.
How do you see leadership changing in a COVID world?
I think the pandemic has proven the importance of inclusive leadership so that everyone feels supported and valued. It’s also shown the importance of being flexible as a leader. We’ve had to remain adaptable to continue delivering high levels of customer service. This flexibility has also been important when supporting employees as everyone has had individual pressures to deal with during this time. Leaders should continue to embed this flexibility within their organisations moving forward.
They say ‘from every crisis comes opportunity’, what opportunities do you see?
The past year has been challenging, but it has also proven the importance of digital transformation in insurance. When working from home was required, it was much harder for insurers to adjust who had not embedded technology within their operating processes because they did not have data stored in the cloud and it caused communication delays with concerned customers at a time when this communication should have been a priority, which ultimately impacts the level of customer satisfaction. This demonstrates the importance of what we are trying to achieve at Tapoly in driving digitalisation in insurance and making communication between insurers and distribution partners seamless.
What advice would you give to your younger self just starting out in the industry?
Start sooner, don’t be afraid to take (calculated) risks and make sure you raise enough money to get you through the initial seed stage.