Launched in June 2016, the Open Network initiative made public Airtel’s entire mobile network information to customers through an interactive online interface and asked them for their feedback to improve the network.
Airtel received feedback and suggestions from millions of customers across multiple Open Network touch points – Open Network portal, myAirtel app, Airtel Call Center and Airtel Stores.
Based on the feedback, Airtel engaged with these customers to improve and optimize the network for them and their surrounding areas. Thousands of leads for installation of new network sites were also generated, Airtel said in a press statement.
Till date, over 9000 sites have been upgraded at various locations and over 30,000 existing sites have been optimized by Airtel’s network team to resolve the network related issues. The task of putting up new towers is also underway, the company said.
Gopal Vittal, MD & CEO (India & South Asia), Bharti Airtel, said, “We believe that with this initiative, we have made a small but positive beginning towards improving our network and hope that going forward more customers will join us. Airtel is fully committed to building a world class network that is future ready and will deliver a great mobile experience to our customers.”
Airtel is rolling-out a new 360-degree advertising campaign around the Open Network initiative with a media-mix of TV, print, outdoor and digital.
The campaign, designed by Taproot-Dentsu, is based on the feedback/insights gathered through the initiative and encourages customers to participate and take charge of network related issues.
Airtel has also introduced a new section called Network Stories in its Open Network portal. This section will detail the actual on-ground changes that have happened post the open network campaign launch where Airtel has delivered an improved network experience. The section will also have testimonials from satisfied customers.