Viettel Telecom's 25-year journey: When technology operates with empathy

(Dan Tri) - Over the past 25 years, Viettle Telecom has proven that empathy with users is the foundation for success, when technology not only serves but also accompanies to solve users' psychological and social barriers.

Solve the fear of spending money with the Tomato package

In the early 2000s, mobile phones were still a luxury. The biggest barrier for the vast majority of low-income people was not necessarily the cost per minute of calls, but a fear called "subscription fees".

A senior leader of Viettel Telecom recalled the context at that time: "The idea of ​​mobile exploitation at that time was that it was a luxury service, only for the rich."

With Tomato, users only pay for what they actually use (Photo: Tran Tuan).

For a rural worker, the fixed monthly payment, whether used or not, creates a psychological burden. They are afraid of "raising" a SIM card that they do not use, and do not know how to calculate so that after paying the subscription fee, they need to spend it all for fear of wasting it. This fear causes tens of millions of people to stay out of the telecommunications revolution.

Viettel Telecom has understood this psychological barrier. The Tomato package was born as the solution to that fear. By completely eliminating the monthly subscription fee and only requiring one call to maintain the SIM, Tomato has freed users from the psychological burden. Viettel Telecom conveys a simple message: "You only pay for what you actually use".

It is this empathy with the fear of spending money that has helped Viettel Telecom successfully unlock the large rural market and the low-income urban market, turning mobile phones from a luxury item into an essential tool for everyone.

Mobile coverage to remote areas, so no one is left behind

For many years, mobile waves were the privilege of urban areas. But for Viettel Telecom, connectivity is a basic right of every citizen. Instead of focusing only on high-profit areas, they have embarked on a long journey through forests, mountains, and seas to bring mobile waves to every corner of the country.

The image of Viettel’s signal arriving before the power grid and roads has proven this commitment. Each signal tower erected in a remote village not only transmits telecommunication signals, but also conveys a message of concern.

Mobile signal towers are being built in remote, mountainous areas (Photo: Xuan Long).

Viettel Telecom’s senior leaders shared about the social impact of this strategy: “From just being in the city, now the countryside also has mobile waves. Therefore, the people, even the government, are very supportive of Viettel because it helps them cover remote areas, creating a connection explosion, promoting socio-economic development.”

Empathy here is understanding that, for people in disadvantaged areas, a signal on the phone is not just a service, but a hope, a connection to the community and a feeling of not being forgotten. Each village that first has a signal is a land of opportunity for development.

Nationwide 5G coverage and the promise of equal opportunity

Entering the digital age, a new barrier has appeared called the digital divide. The fear now is not the lack of phone signal, but the internet speed is not fast enough for studying, working and entertaining like urban people.

Viettel Telecom continues its journey of 4G coverage, and now thousands of 5G stations have been built, covering all provinces and cities in Vietnam.

“The philosophy of technology first, business later once again demonstrates deep empathy. Viettel Telecom understands that in a flat world , Internet speed is the speed of access to opportunities. Widespread 5G coverage is a commitment to digital equality: a student in a mountainous area can access learning materials as quickly as a student in Hanoi; a small business in a remote province can participate in the digital economy no less than businesses in Ho Chi Minh City,” affirmed a representative of Viettel Telecom.

Viettel Telecom's widespread 5G coverage is a commitment to digital equality (Photo: Xuan Long).

Looking to the future, Viettel Telecom General Director Hoang Trung Thanh affirmed the shift from simply providing connectivity to creating digital platforms.

Mr. Thanh outlined the goal: “Viettel Telecom will build a platform for households to provide services for family life, making family life more convenient, more fun, happier. Besides, Viettel Telecom will also create another platform for small and medium enterprises.”

Viettel Telecom is not just selling speed but is giving everyone an equal infrastructure to step into the future. From eliminating financial worries with Tomato package, eliminating the feeling of isolation with a wide network, to eliminating the opportunity gap with 4G/5G, empathy is always the guiding principle for businesses.

The ability to see invisible barriers and use technology to break them down has helped Viettel Telecom create economic and social value and build trust in the hearts of tens of millions of Vietnamese users.

Source: https://dantri.com.vn/cong-nghe/hanh-trinh-25-nam-viettel-telecom-khi-cong-nghe-van-hanh-bang-su-thau-cam-20251028142536073.htm