Globally, exceptional customer service and experience are considered key differentiators between brands and are crucial for building customer trust. For the past 26 years, the people of Rwanda have trusted MTN Rwanda as their mobile service provider, and over time, this trust has transformed into loyalty and affection for the MTN brand From the early days of the EDGE network to today’s 4G connectivity, our customers have consistently stood by us, embracing every technological leap we have made. It is this enduring trust that has brought us to where we are today. It is from here that I would like to speak to the customers directly. As we embrace Rwanda’s digital transformation, we are committed to supporting your journey every step of the way. Thank you for sharing your needs, feedback, and aspirations, which have been instrumental in shaping our innovations. Our goal is simple; to empower our customers with the tools, technology, and services that make life easier, more fulfilling, and, above all, keep you connected. At MTN Rwanda, we believe the winners of the future will be those transforming the customer experience through new technologies, digitising operations, and building the right capabilities in their teams. In line with this year’s Customer Service Week theme, ‘Above and Beyond’, here are some of the ways we are delivering on that promise. We are committed to bridging the digital divide with the introduction of Ikosora+, our affordable 4G-enabled smartphone, which is driving smartphone adoption across Rwanda. By making connectivity more accessible, we empower individuals to access essential information and services that enhance their daily lives. Additionally, our MTN CUG+Data service offers businesses cost-effective communication solutions, improving productivity and contributing to the growth of the Rwandan economy. Our recent network modernisation in Kigali has enhanced capacity, coverage, and speed while improving energy efficiency. We are expanding this project across the country in the coming years, starting with secondary cities in 2025 and rural areas by 2026. We are dedicated to Environmental, Social, and Governance (ESG) and Corporate Social Investment (CSI) initiatives which are underpinned by our commitment to giving back to the communities we serve. We’ve built a new kitchen at Groupe Scolaire Bukure in Gicumbi District, providing meals to over 1,500 students and contributing to their well-being and academic success. Beyond this, our school feeding program, Dusangire Lunch, will support 10,000 students in the 2024-2025 academic year. From the customer service end, alongside our MTN Service Centres and Connect Shops, we’ve expanded our customer touchpoints at the sector level with the introduction of 570 MTN Express Shops, making it even easier for you to access our services. Whether you need a SIM starter pack, a SIM Swap, or a quick MoMo deposit or withdrawal, our MTN Express Shops are there to serve you. Finally, through MTN Iwacu Muzika and our Recharge & Win Promo, we’re bringing you closer to the music you love while offering more value for your money, with exciting rewards for every recharge. While there is still much to be done and improvements to be made, we are excited to shape the future of digital communication and services alongside you. Together, we will continue building a brighter, more connected future for Rwanda. Thank you for choosing MTN. The writer is the Chief Customer Operations and Customer Experience Officer.
