Viva Telecom Logistic Chain
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Overview of The Company
“VIVAs part of the cake” –
VIVA is a telecommunication company that entered Kuwaits market in December 2008. They managed to compete Kuwaits oligopoly market of telecommunications and were able to penetrate the market in depth.
VIVAs rivals are more advanced in market experience and acquire a good percentage of the market share. To eat VIVAs part of the cake, VIVA should study the techniques that are necessary to make that customer switch from the competitors to VIVAs network. VIVA was able to proceed with this successful mission up until the end of 2010, by using a competitive approach and using a price war strategy. This is one good advantage any customer that is not loyal to the company will switch to you. In 2011, VIVA was able to shift to a more competitive creative strategy, which lead them to announce new products and new services in the market that no other competitor achieved.
Vivas mission is centered on customer closeness; and their ability to develop long-term, high value relationships with their own clients. Their ability to understand the customers needs today means that they are able to anticipate customer needs tomorrow, offering a superior customer experience and setting the benchmark for a new era in communications.
Vivas vision is that they are dedicated to helping their customers realize the infinite possibilities that the future of communications holds.
Objectives
Some of the objectives that Viva concentrates on are:
Increase awareness
Increase market share in the short run
Increase Revenue
Build a strong image for the company
Increase Brand Identity & Loyalty
Service Centres
Branches
VIVA obtained a good number of branches that are located all over Kuwait to provide the customer with ease access to the services provided from VIVA. Twelve branches are distributed in popular malls and areas where high demand is required. In addition to VIVAs branches, VIVA acquired an exclusive agreement with electronic and mobile dealers across Kuwait such as FCC, I2 and Al Babtain which counts to around 130 dealers located all over Kuwait.
VIVA Customer Care
As a very big corporation such as VIVA Telecommunication Company, reaching high numbers of customers, a customer care centre has been built that can withstand around 50 employees that are willing to serve for any information requested from customers all over Kuwait 24/7.
VIVAs call center is located in Kuwait Free Zone. Managed fully by VIVA employees but lately VIVA signed a contract with UPS to provide Internal front line employees, who answer calls and provide services that are essential to the company.
VIVA Website
In addition to VIVAs services, VIVA has provided a fully integrated website that provide their customers with the ability to activate and de-activate services, settle bill payment, transfer prepaid charges and more, all in one website that is user-friendly and available 24/7.
VIVA Headquarter
Any legal issues that are faced by the customers are escalated directly to the headquarters that is located in Salmiya, Olympia towers. This is where internal employees in the legal department settle their complaints regarding any issues against employees or problems that are related to their services.
Product Line
VIVA provides products and services such as:
Products: Handheld devices, Internet USB, Internet Router and many well-known mobile companies such as Nokia, Samsung, Blackberry & recently Apple.
Services: Voice calls, SMS, Video Calls,