Digital Self-Service Platform
Maximize Your revenue and improve Corporate Clients retention
By using the Self-Service platform, our client – a large MNO in South Africa maximized the retention of their Corporate Client and achieved significant results: an 8-fold increase in additional revenue, as well as an increase 25% of enterprise users monthly.
Client Overview
Our client is a leading South African Mobile Network
Operator that offers services to more than 2000 Corporate and Enterprise Clients who service more than 50 million customers each month.
Operator was experiencing challenges involving inconsistent communications with its Corporate Customers around their GSM spend across both voice and data services.
Challenge
For any telecommunications operator, it is critical to have a robust fraud detection and management system in place. Late or non-detection of fraud can lead to significant revenue losses. The client also needed a system that could keep pace with new technical developments in the telecom industry, as these developments were providing new opportunities for fraudsters to commit crimes. The challenges the client faced included the following:
The Corporate Customer
The corporate customer was receiving static invoicing from the operator and was unable to self services manage, effect changes on the limits imposed by the various packages and options they subscribed to.
Outdated customer service solution
In order to perform the most basic functions, our client’s corporate customers needed to call into the operator’s call centre and service desks.
Poor customer experience
Their clients had limited access through online 3 channels as the interface was outdated and the information their clients received was inconsistent leading to a very poor customer experience.
Slow assistance process
It was tedious to perform even the most basic of functions and customers did not have the fast and streamlined options for assistance that corporate clients require and expect.
Lost customers to competitors
Our client’s corporate customers were searching for better solutions, so they began turning to our client’s competitors who offered them better ways of managing their packages on their own giving them an enhanced customer experience.
Solution Approach
Customer level Implementation:
Customer Activation and onboarding process
Customer Data Feeds obtained
Set customer in multi-tenant platform
Set up customer portal
Provide customer training
Customer populates business specific information – customer structure and business rules
MNO Level Implementation:
Deploy Self-Service Platform via on-prem or Cloud options
Set up Invoice and Electronic Data Record (EDR) feed or access to data repository
Configure various network integration points via API i.e. locking, sim swap, setting limits, provisioning of new services etc.
Results
In 18 months client results: An 8-fold increase in additional revenue, as well a 25% monthly increase in corporate users.
Simplified mobile management for customers: MNO’s enterprise users can now easily access and administer their company’s mobile usage and spend from any location and at any time, at an individual, departmental or country-wide level.
Improve customer experience: Improved corporate customer satisfaction, thanks to the ability to self- transact.
A reduction in the service desk queries: No need to call any call centres or service desks, as the system allows for complete self-management.
Increased Contract Upgrades: There has been a noticeable increase in enterprise users upgrading their contracts, rather than using the top-up option... With just one push of a button, enterprise users can optimize purchases and bundle allocation.
Access to valuable client data: The online platform for our client delivered all the data they could need about their network’s enterprise users, providing meaningful insights for continual service improvements.
Notifications and alerts: Both: our client and their enterprise users are able to set up notifications and alerts when business policies and protocols have been exceeded, including reporting of abuses and fraudulent activities.
Testimonial
“Our business has been under tremendous pressure during this period of lockdown and we appreciate the sacrifices made by yourselves and the back-office team that support you in ensuring that we are able to service our internal staff seamlessly. You have made a massive difference to our lives today by enabling us with the necessary permissions to manage our data consumption. On behalf of the bank and all divisions we service, we are grateful to you for achieving this monumental task at such short notice.”
The head of procurement in a leading South African Bank.
Take Control of Corporate Customer Satisfaction and Efficiency
Unlock a new level of corporate customer empowerment with our Digital Self-Service Portal. Designed to streamline technology and connectivity management, reduce admin workloads, improve corporate customer stickiness, boost revenue and loyalty, this solution is the ultimate tool for building lasting client relationships.