Mark Taylor has returned to Nashua Mobile, to take the reins once again, after four years with Vodacom.
Taylor was officially reinstated as CEO of Nashua Mobile on Monday, a position he previously held for eight years (2000 to 2008), before joining Vodacom as managing executive of terminals, online and financial services.
Taylor, who refers to his return to Nashua Mobile as "coming home", will focus on customers and technology, says the company.
He first joined Nashua mobile as a director responsible for IT and operations after being responsible for the merger between Plessey and Nedtel.
In 2001, Nedtel merged with Nashua - forming Nashua Mobile - and Taylor become CEO during 2003. Prior to his Nashua era, Taylor spent 16 years in Nedbank's IT department, where he fulfilled various roles, including that of general manager of systems integration.
Priority goal
Taylor says his vision for Nashua Mobile - which is partner to all four of SA's cellular networks - is to strengthen the company as a telecommunications service provider and leverage its diverse product set and services.
"An immediate priority will be ensuring the organisation is even more customer-focused than before. With competition heating up in the sector, average revenue per user falling, and few opportunities to differentiate on product or price, customer service has emerged as the most important competitive weapon in the telecommunications industry."
According to Taylor, the future of Nashua Mobile and the telecoms industry at large lies largely in digital platforms.
He says the telecoms industry has the potential to drive SA's GDP growth - but only if companies work to improve service and propel competition in the market.
Dual dynamic
To this end, says Nashua Mobile, the business will be divided into two main areas - namely consumer and enterprise. The consumer section will focus on franchise retail and direct distribution, while the enterprise division will be built on the expertise of relationship managers.
"Nashua Mobile has a strong heritage in both these markets, but wants to refine its strengths in each giving them the focus they need to excel. Nashua Mobile will work a lot closer with other Nashua groups and leverage off existing accounts to offer a one-stop shop for service and choice."
The company has announced that it will also invest in its IT capabilities, so that it can respond to "nearly any customer query" within 24 hours. Taylor says IT investments are central to the company's drive. "We will be using technology to deliver the best possible customer experience, giving customers consistent great service however they can choose which channel to interact with us; from walk-in retail or the call centre, through to the Web site or smartphone apps."
Taylor, who says he "knows and loves this business", has welcomed his return to the position of Nashua Mobile CEO. "I see a great deal of potential just waiting to be tapped. I am looking forward to working with a strong team to take the business to new heights over the years to come."
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