Airtel To Invest Rs 2000 Crore to Improve Customer Experience

Telecom major Bharti Airtel has announced plans to invest Rs 2,000 crore over three years under ‘Project Next’ which is aimed at revamp customer touch points and enhancing customer experience.

Under Project Next, Airtel will spruce up its stores, launch mobile handset protection schemes, allow transfer of unused mobile data to next month for postpaid users and pooling of postpaid plan within a family.

On the rollout of VoLTE (Voice over LTE), Bharti Airtel MD and CEO (South Asia) Gopal Vittal said “it is in the works and the company is conducting trials in five cities. He added that the company will be “able to take VoLTE” everywhere in the country in later part of the year.

One of the standout features the project brings in is Airtel’s Postpaid Promise. Under this new programme, Airtel post-paid users will be now able to carry forward unused data after the billing cycle ends. In total they will be able to accumulate up to 200GB as part of the Airtel Promise.

In other words, you have have been alloted 10GB for a month and you managed to consume just 2GB, next month you will have 18GB of data to use.

Last year, Airtel invested 6000 crore to improve its network and now Airtel claims that Project next is aimed at taking the enhanced network and delivering Airtel’s services like Postpaid, Prepaid, Wynk, Airtel TV and Payments Bank across all its touch points – stores, airtel app,, call centre and retailers – seamlessly .

Under the project Next Airtel will revamp its stores and create new flagships stores, which are designed by the same people who designed Apple Stores (8 inc). These stores are divided into three zones – share zone, create zone and experience zone. Airtel plans to revamp 2,500 stores over the course of the next three years. First two redisigned stores are already live in Gurugram.

Airtel Mobile App also gets a new version. The new app allows real time, change of plans to real time notifications and self-care.

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