Case Study: MTN Online New Lines

In response to MTN's challenge, we devised a multifaceted solution:

Lead Generation (FIND):

• We collaborated to develop lead generation strategies.
• We integrated lead-to-sales processes, including credit vetting, dialler integration and customer outreach.
• We implemented a customer profiling system to segment leads and optimise the vetting process.
• To protect the integrity of the sales channel, we instituted fraud mitigation measures.

Sales Acquisition (WIN):

• By enhancing the supply chain integration, we ensured a smoother post-sale experience.
• The overall customer experience was drastically improved through the implementation of key methodologies and operational integrations focused on reducing time to touch.
• Ongoing sales operation iterations then turned into increased sales and customer loyalty.

Customer Care (RETAIN):

• The volume of customers that were being acquired through the online channel needed integrated post-sales services which developed alongside the frontline sales operation.
• Integration into customer journeys and partner processes allowed for improved customer experience and higher success rates.
• Ongoing collaboration with MTN allowed this channel to grow sustainably and build up a large customer base for MTN.
• The next step was to manage proactive retention strategies to maximise lifetime value. We collaborated with MTN to create strategies that maintained the quality of service post-acquisition.