Tunisiana first to launch self-care portal to increase sales, improve customer loyalty and reduce costs.
In July 2012, around 10 years after the birth of the company, operator Tunisiana launched its first 3G service. The company was the third to launch such a service in the country and Tunisiana realized that it would need to offer more than its competitors in order to gain a significant share of the market.
As Tunisia is largely a prepaid market, Tunisiana's solution was to differentiate its service by providing subscribers with a self-care portal. This would allow users to have more control over their spending.
"We wanted to have something that differentiated us from the competition and to provide a much better user experience than our competitors," explains Jalel Kamoun, Director of BSS and VAS, Tunisiana.
Tunisiana's chosen solution was a self-care portal based on the Multiservice Delivery Platform from Ericsson. It was the first such service to be launched in the Tunisian market.
Watching the pennies
The portal makes it quick and simple for Tunisiana's subscribers to make a purchase online, as Jalel Kamoun explains: "Through the self-care portal, the customer can activate and buy the right package in a couple of clicks through a web browser, gadget, widget or app."
It enables customers to buy credit, bundles and upgrades, as well as accessing new services and monitoring their spending - the latter of which is especially popular amongst customers in prepaid markets.
Driving up sales
The self-service portal also provides business benefits for Tunisiana, as Ikbel Bensliman, KAM, Ericsson, explains: "The solution is an nScreen user experience management system. It allows Tunisiana to reduce time-to-market, attract new users and improve loyalty. There is also the potential to increase revenue through upsell channels."
The Multiservice Delivery Platform allows Tunisiana to monitor its customers' usage and spending to make use of targeted offers, providing further upsell benefits. The portal's ease-of-use provides increased average revenue per customer and sales of Value-Added Services. The solution also reduces opex due to its low maintenance costs and the reduced load on call centers.
When Ericsson came to the project, the 3G license had already been purchased and the service's launch date fixed. Ericsson only had six months in which to implement the Multiservice Delivery Platform - in the end it only took four.
The solution has already provided Tunisiana with significant benefits as Jalel Kamoun explains: "Uptake of data on prepaid packages with existing 2G users has increased by at least 50 percent. The uptake of 3G data packages through the self-care portal has grown rapidly to more than 50 percent since the launch of the service." Sales of the popular Facebook package have also soared since the portal's introduction.
With the system now implemented, Tunisiana has been able to cement its position as a leading service provider in the country. However there are still more development options available for the operator including the opportunity to enrich the solution with new features that would further improve the user experience and drive sales.
Ericsson was able to ensure the self-care portal's success, Jalel Kamoun explains: "The project was managed perfectly. We have seen good support from Ericsson and excellent delivery. This is the first project we have done with Ericsson and we had a really good experience with them. We look forward to having the support of Ericsson in the future."