Windhoek, Namibia 5 March 2024 – Telecom Namibia today announced the signing of key customer-facing business processes, marking a significant step forward in its commitment to enhancing customer service delivery and experience. This initiative forms phase one of a broader project, aptly named Project Phoenix, aimed at optimizing all internal processes within the organization.

Project Phoenix embodies Telecom Namibia’s business transformation, symbolizing rebirth and renewal. Just as the mythical phoenix rises from its ashes, the project initiative signals a profound revival in Telecom Namibia's business processes. This project signifies the revitalization of outdated processes, paving the way for innovation and efficiency.

The Phoenix project, initiated on 16 March 2023, involved a dedicated project team tasked with reviewing, re-engineering, and developing customer-facing processes (Phase 1), soon to be followed by the optimization of all other internal business processes (Phase 2). This comprehensive approach ensures a holistic improvement in Telecom Namibia's operational efficiency and customer journeys.

Mapping these processes across various departments, including:

• Commercial (Fixed & Mobile): Streamlining customer acquisition, billing, complaints handling and account management.
• Technical: Optimizing network maintenance, service provisioning, and troubleshooting procedures.
• Finance: Enhancing financial controls and reporting processes.

This exercise creates transparency and identifies potential gaps that hinder service delivery and customer satisfaction.

Telecom Namibia aims to achieve several key objectives through this project. Firstly, to implement efficient and automated processes to create a smoother customer experience. Secondly, the company is committed to ensuring all processes comply with relevant regulations (CRAN) and internal company standards (TN). This initiative will also focus on identifying and addressing inefficiencies within operations to optimize overall effectiveness. By streamlining processes, Telecom Namibia expects to achieve cost savings, enhanced productivity, and potentially unlock new revenue opportunities through improved customer satisfaction. Finally, the project seeks to gain formal approval from the Executive Committee (EXCO) for the adoption of these optimized processes.

At the ceremony Telecom Namibia's CEO, Dr. Stanley Shanapinda, emphasized the company's unwavering dedication to exceptional customer service through this process improvement initiative.  “This process improvement initiative signifies Telecom Namibia’s unwavering commitment to providing our valued customers with an exceptional experience. By streamlining operations and ensuring regulatory compliance, we position Telecom Namibia for sustainable growth and success.”

Telecom Namibia's Chief Commercial Officer, Mr. Calvin Muniswaswa, underscored the importance of customer-centricity at the signing ceremony. "Optimizing our customer-facing processes is paramount," he declared. "This project lays the groundwork for a more efficient and customer-focused organization, ultimately driving greater satisfaction and loyalty among our valued customers."

Telecom Namibia is committed to continuous improvement. With a nod to resilience and transformation, 'Project Phoenix' encapsulates our commitment to soaring beyond the limitations of the past, ushering in a new era of streamlined and cutting-edge telecommunications services in Namibia By implementing these optimized processes, Telecom Namibia aims to deliver exceptional service and solidify its position as one of the leading telecommunications providers in Namibia.

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For details contact:
Nomvula Kambinda
Head: Corporate Communication & Public Relations
Tel: 0612012448
E-mail: This email address is being protected from spambots. You need JavaScript enabled to view it.