Viettel Telecom's 25-Year Journey: Where Technology Operates with Empathy

(Dan Tri Newspaper) - For the past 25 years, Viettel Telecom has proven that empathy with users is the foundation for success, as technology not only serves but also accompanies them in overcoming psychological and social barriers.

Overcome your fear of spending money with the Tomato plan.

In the early 2000s, mobile phones were still a luxury. The biggest barrier for the vast majority of low-income people wasn't necessarily the price per minute of calling, but rather the fear of "subscription fees."

A senior leader at Viettel Telecom recalled the context at the time: "The prevailing mindset back then was that mobile services were a luxury, only for the wealthy."

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

For rural workers, the fixed monthly fee, whether they use the service or not, creates a psychological burden. They fear "maintaining" a SIM card they don't use, and they don't know how to manage their finances to avoid wasting money after paying the subscription fee. This fear keeps tens of millions of people outside the telecommunications revolution.

Viettel Telecom understood this psychological barrier. The Tomato plan was created to address that fear. By completely eliminating monthly subscription fees and requiring only one call to maintain the SIM card, Tomato freed users from this psychological burden. Viettel Telecom conveyed a simple message: "You only pay for what you actually use."

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

Bringing mobile coverage to remote areas, so that no one is left behind.

For many years, mobile phone coverage was the privilege of urban areas. But for Viettel Telecom, connectivity is a basic right for all citizens. Instead of focusing only on high-profit areas, they embarked on a long journey, traversing forests, mountains, and seas to bring mobile phone coverage to every corner of the country.

The image of Viettel's signal reaching even before the power grid and roads is proof of this commitment. Each cell tower erected in a remote village not only transmits telecommunication signals, but also conveys a message of care.

Mobile phone towers have sprung up even in remote, high-altitude mountainous areas (Photo: Xuan Long).

A senior leader of Viettel Telecom shared about the social impact of this strategy: “From being limited to cities, now even rural areas have mobile coverage. Therefore, the people, and even the government, strongly support Viettel because it helps them extend coverage to remote areas, creating a boom in connectivity and promoting socio-economic development.”

The empathy here lies in understanding that, for people in disadvantaged areas, a signal bar on a phone is not just a service, but a source of hope, a connection to the community, and a feeling of not being forgotten. Each village that gets a signal for the first time is a new beginning for development.

Nationwide 5G coverage and the promise of equal opportunity.

Entering the digital age, a new barrier has emerged: the digital divide. The fear now isn't about the lack of phone signal, but rather about internet speeds not being fast enough for learning, working, and entertainment like those in urban areas.

Viettel Telecom continues its 4G coverage expansion, and now thousands of 5G base stations have been erected, providing coverage across all provinces and cities in Vietnam.

“The philosophy of ‘technology first, business second’ once again demonstrates profound empathy. Viettel Telecom understands that in a flat world , internet speed is the speed of accessing opportunities. Widespread 5G coverage is a commitment to digital equality: a student in a remote area can access learning materials as quickly as a student in Hanoi; a small business in a provincial area can participate in the digital economy on par with businesses in Ho Chi Minh City,” a representative from Viettel Telecom affirmed.

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 that support family life, making family life more convenient, enjoyable, and happier. In addition, Viettel Telecom will also create another platform for small and medium-sized enterprises.”

Viettel Telecom is not just selling speed; it's giving everyone an equal infrastructure to step into the future. From eliminating financial worries with the Tomato package, erasing feelings of isolation with a widespread network, to bridging the opportunity gap with 4G/5G, empathy has always been the guiding principle for the company.

The ability to identify invisible barriers and use technology to break them down has helped Viettel Telecom create economic and social value and build trust among 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