Idea to roll out 200 retail stores in India by FY17

NEW DELHI: Aditya Birla group-led Idea Cellular has inaugurated its 100th Company Retail Store (CRS) in Mylapore, Chennai. With this, Idea is well on its way to double the count of CRS across the country by the end of FY17.

Started with the framework for setting up company owned format stores in 2013, Idea rolled out its first CRS in 2014 and since then these stores have emerged as a key touch point for all Idea customers to experience and avail Idea’s entire range of voice and data services. Today, Idea has a total of 8,736 service touch points across 6,720 towns in the country. These touch points include CRS, My Idea, Idea Point and Idea Service Points.

Equipped with first-in-class infrastructure and trained manpower, these CRS have Full Service Terminal (FST) for customers to make post-paid bill payment and prepaid recharges on a 24 x 7 basis, Queue Management System (QMS) for effectively managing customer flow inside the Store, Web Camera Surveillance system for ensuing safety and quality monitoring and an Experience zone for customers to experience new products / services.

Navanit Narayan, Chief Service Delivery Officer, Idea Cellular said “Company Retail Stores have significant advantages, namely better brand presence, superior customer experience, higher degree of automation & process adherence, and better quality of walk-in sales. As we get ready to face new challenges and emerging competition, the role of Service Delivery becomes extremely crucial. Idea will be seen rapidly rolling out these large format company owned stores across the country and targets to double the number by end of this fiscal year.”