CCM Solution Provides Key Technology for Grameenphone's Flexible Invoice Generation System
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Grameenphone, the successful collaboration of Grameen Bank and Telenor Communications, needed a state–of–the–art, cost-effective payment collection system to better serve their rapidly growing and diverse customer base. In addition, the need to implement local language invoicing and boost customer satisfaction were paramount.
The Challenge
Rapid Growth, Rural Presence
In a short three year span, Grameenphone grew its customer base from one million, to over ten million users. With an additional eight million rural customers, Grameenphone was challenged to effectively communicate with this broad range of customers.
Outdated Systems
Grameenphone faced a two pronged challenge. Not only was its payment collection system unable to match the needs of its growing and diverse customer base, but it also needed to present invoices with interactive marketing capabilities.
Low ARPU
Serving as the primary telecommunications provider in Bangladesh, Grameenphone was faced with a challenge that is not a factor in developed countries. The region’s average revenue per user (ARPU) is among the lowest in the world. At a mere six to seven US dollars, resource optimization was critical for Grameenphone to remain profitable.
Gaining Customer Satisfaction
Grameenphone’s customer service organization lacked an “exact replica” view of invoices, leading to high service costs and customer dissatisfaction. This, coupled with the inability to communicate via email and in the local language, set the stage for possible failure.
The Solution
Successful Self Sufficiency
Implementation of the comprehensive Group 1 Customer Communication Management (CCM) solution provided Grameenphone with the ability to manage its own systems without external dependencies.
Seamless Integration
Grameenphone required seamless integration with not only their internal billing, CRM, and data warehouse systems, but also with their stringent internal compliance system. The CCM solution satisfied all of these objectives, and more.
The Benefit
It Takes a Village
The comprehensive Group 1 CCM solution satisfied and exceeded Grameenphone’s requirements by managing the electronic and physical communications of their subscribers in both remote villages and urban areas.
Maximize Assets While Adding Value
Through its partnership with Group 1, Grameenphone maximized its current assets, including employees, software, and hardware, and provided valuable local language support. The entire solution focused on adding value to Grameenphone’s entire CCM value chain.
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