Back in 2011 I told a tale of TelOne taking a long painful 3 months and 21 days after application just to install ADSL at my home. And even then, it seemed, my ranting about it may have helped. If you have needed ADSL over the past year, you probably noticed the situation has changed drastically.
At the Techzim office in November last year, we had our landline and internet installed in about 2 weeks. We we don’t use the name ‘Techzim’ for official paper stuff so they likely didn’t know it was us. Colleagues have told me of even lesser waiting periods. Granted, 2 weeks is still not the 1 day that it should be, but that change is very significant!
In our yearly round-up for 2013, we wrote:
Signs of TelOne turning around
This didn’t really start as a high when TelOne announced the appointment of a new MD, Chipo Mutasa. We’ll admit that we weren’t optimistic about the appointment arguing like other people that she wasn’t tech savvy enough. Fortunately, it seems we were wrong. Though we’re not clear about the bottom line achievements, it doesn’t take a genius to see that TelOne is turning around and making itself as serious a contender in the internet space as any company, which is quite commendable for a government company.
The marketing has changed, the turnaround on new service applications has reduced drastically. She’s also reportedly managed to recover some of the debts everyone thought TelOne couldn’t possibly wish to get.
TelOne made some very impressive business decisions, like realising that with a pre-paid ADSL, there was no point denying customers with high outstanding voice bills access to a different service that they’d pay for before using.
We also hear and notice that Mutasa made some significant staffing adjustments bringing in younger people with, ideally, fresh perspective. This may be contributing to the changed TelOne.
Have you also noticed a different TelOne, or are we just looking so hard for progress we are bound to see it even when not significant? We’d love to know your view in the comments below.