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.
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.