Bharti Airtel Intros Data Rollover and Other CX Improvements with Project Next

Bharti Airtel Intros Data Rollover and Other CX Improvements with Project Next Image Credit: Airtel

Bharti Airtel last week launched Project Next in an effort to tranform its customer experience across all of the services and touch points.

Airtel said it plans to invest up to Rs 2000 crores (US$310m) over the next 3 years under Project Next to launch several exciting digital innovations to step change the simplicity and interactivity of the Airtel customer experience.

As part of Project Next, Airtel will revamp its customer service stores, allow data rollover to transfer of unused mobile data to next month for postpaid users, introduction of family plan and launch mobile handset protection schemes. 

i. Next-Gen Airtel Stores

To transform its in-store experience, Airtel spent almost 2450 hours observing customers and mapping traffic flows within its stores. Based on these insights, Airtel is redesigning over 2500 Airtel stores across India.

The Next-Gen Airtel Stores have been conceptualized by the UK based 8 Inc. The first two Next-Gen Airtel stores are LIVE in Gurgaon. The new stores are open and minimalistic by design, and come wrapped in digital technologies to make the customer experience highly interactive through the concept of Share, Create, Experience.

ii. Data Rollover for Postpaid Customers

Airtel Postpaid customers no longer need to worry about losing unused data at the end of the month. In an industry first, starting August 1, 2017, all Airtel Postpaid customers will now be able to carry forward their unused monthly data quota to the next billing cycle. This new-to-the-world innovation will ensure zero data wastage for customers and brings unmatched value to the Airtel Postpaid proposition. Customers can easily track their usage and data carried forward on MyAirtel App.

iii.Family Plan

Using MyAirtel App, Postpaid customers can now create customized solutions for the family by adding multiple postpaid connections to their account, and enjoy savings of up to 20%. Also, they can pool and share their data benefits across all connections. What’s more, no paperwork is required for an existing Airtel connection to be added to the Family Postpaid solution.

Customers can also add Airtel Prepaid connections to their Family Postpaid with a seamless switch from Prepaid to Postpaid in a few clicks using the MyAirtel app. Again, no paperwork needed, no need to visit the Airtel store or call customer care.

iv. Airte Secure

With the introduction of ‘Airtel Secure’ - a digital smartphone protection suite, customers can now protect their smartphones against accidental/liquid damage.

If a customer’s device is accidentally damaged, Airtel will arrange for a pick-up of the device, get it repaired from an authorized service center and deliver it back to the customer. What makes Airtel Secure unique is that it is the only solution to offer damage protection for smartphones up to two years old.

Gopal Vittal, MD and CEO (India and South Asia), Bharti Airtel
At Airtel, everything that we do starts with our customers and we are obsessed about delivering a great experience to them. We look at the customer journey holistically and have identified 17 moments of truth. At each of these moments, our aspiration is to eliminate customer frustration and make the experience better via digital innovation.

Ray is a news editor at The Fast Mode, bringing with him more than 10 years of experience in the wireless industry.

For tips and feedback, email Ray at ray.sharma(at), or reach him on LinkedIn @raysharma10, Facebook @1RaySharma


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