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MVNO in LATAM drives customer experience and business growth with Optiva

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Case Study in Numbers

Faster Rollout

of offerings by leveraging OOTB features

and cloud enabled automation

Improved CX

with Automated Resolution Handling and

customized plans and bundles

Improved ARPU

Adding new Customers in high ARPU

postpaid segment

Customer Background

The MVNO is owned by a leading LATAM retail chain that operates six brands and store formats. It is in a highly saturated and competitive market with low subscriber portability barriers and switching costs. By leveraging parent retail group synergies and assets, the MVNO has seen significant subscriber base growth.

Customer Challenge

Despite its good acquisition numbers, the MVNO experienced a slow active base and revenue growth. Its SIM card sales are dealt with similarly to other retail products with the objective to maximize retail sales. Mobile services are offered primarily as part of a loyalty program. They are a reward to the parent retail group’s customers, and customers use the mobile services as secondary, meaning they consume the rewards and spend little on further usage and often churn.


Using the Optiva BSS Platform delivered in the SaaS model, the MVNO focused on increasing its existing customer base. The emphasis was on their spending beyond loyalty rewards and reducing customer churn by offering competitive plans and offers combined with enhanced customer service and digital experience. Further, the MVNO was also looking to generate a new revenue stream with acquisition activities into new segments with a competitive postpaid offering.

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We are not waiting for the future of telecom. We are creating it. The tripling of our R&D team demonstrates our commitment to innovation and transforming mission-critical BSS to accelerate operator's growth.

Matt Halligan

CTO

Optiva

The Solution Deployed