Annual report 2007 - T-Hrvatski Telekom

Herzegovina by securing a 39.1%
ownership interest in
HT Mostar, which has integrated
its fixed and mobile business by
merging with HT MObilne Mostar.
The Group aims to capitalise
on this investment in the future
by increasing its ownership
(although this depends on the
privatisation process in Bosnia
and Herzegovina) and
by participating in the high growth
potential of the mobile market
in Bosnia and Herzegovina.
The telecommunications market
of Bosnia and Herzegovina was
liberalised in 2006 and, given
the current low level of development,
the market is expected to grow
faster than certain European
markets in the coming years.
Building stronger
relationships with
customers by offering
better services
Maximum customer orientation
and focus on customer
relationships and their satisfaction
with our service remain the
Group’s strategic goal.
The Group recognises four key
focuses to achieve this:
•
•
•
•
people,
quality of service,
innovation, and
simplicity.
Service-focused Employees
The development of skilled,
service-minded employees who
understand customer needs
and new technologies plays an
integral role in building customer
relationships and encouraging
customer retention.
The telecommunications industry is
subject to dynamic technological
changes and constant market
challenges. Since it recognises
that knowledge rapidly becomes
obsolete and that service-focused
employees are its key asset,
the Group invests in the education
and training of its employees
so as to, for example, turn service
technicians into salesmen
and implement service
certification programmes.
T-Centres
- Closer to our Customers
Respecting customer needs and
following our aim to allow them
quick and easy access to all our
products and services at one
place, the Group has integrated
T-Com’s and T-Mobile’s residential
sales units and, by doing so, has
become closer to its customers,
who now can obtain information
and buy all products from their
portfolio in one place, in all
T-Centres. Through project “One
face to the customer” the Group
supports these customer touch
points with excellent ‘‘back office’’
service and provisioning in order
to provide the overall quality
of service that will differentiate
the Group from its competitors.
Innovation
Constant innovation in the services
provided enables the Group
to stay relevant in the market,
retain customers and sustain
the value customers perceive
in the Group’s services.
Simplicity
Finally, through simple, segment
oriented offers, the Group
recognises and addresses
the needs of different customer
segments, while providing
simplicity and transparency
in a market confused by
a multitude of offerings from
alternative operators. Choices and
opportunities are expanding, but
we all continue to want the same
basic things, such as simplicity,
easy access, quick response and
a good service.
A focus on Quality
and Efficiency
The Group’s priority is to improve
the quality and efficiency
of its operations by redesigning
processes, while at the same time
reprioritising capital expenditure
for future growth opportunities.
Together these initiatives
are intended to enable the Group
to optimise overall operating costs
and protect margins
in an increasingly
competitive environment.
The Group’s strategic aim is to be
valued by its customers
as a top service organisation and
the reference point for excellent
customer service. In order to
achieve this, we are investing in
a new technical platform that will
open the way for better, faster and
even more reliable services for all
customers. Customers and their
present and future needs are
the focus of all of the Group’s
business operations. The goal of
T-HT is to offer a wide range of fixed
and mobile telecommunications
services and thereby to provide
every customer with the service
that best suits their needs.
Business Review 2007
35