Self-service kiosks for MTN

Providing higher levels of customer experience
Industry
Telecom

Launched in 1994, the MTN Group is a leading emerging market operator, connecting subscribers in 22 countries in Africa, Asia and the Middle East. As of 30 June 2013, MTN recorded 201.5 million subscribers across its operations worldwide.  MTN’s shares constitute the biggest primary listing on the JSE – Africa’s largest stock exchange.

MTN, a leading provider of telecommunications services in Africa and the Middle East, entered the Ghanaian market following the acquisition of Investcom in 2006.

 

Business Situation
Business Situation

As part of its mission to provide better customer service, MTN looked for an advanced solution that would tackle the challenges that the company was facing in order to provide an exceptional customer experience.

Solution
Solution

Advanced self-service solutions were implemented in strategic spots, making it possible for customers to access the system and to perform a number of services that are normally only available via MTN shops

Benefits
Benefits

-Availability of services 24/7.
- Highly secure transactions. Accessibility for people with disabilities. 
- Improved business efficiency. 
- Increased customer satisfaction.
- Better performance management.
- Less costs of deployment and operations.
- Optimal utilization of resources.
- Less cost per transaction.

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SEDCO's customer experience solutions for telecom operators

Business Situation

As part of its mission to provide better customer service, MTN looked for an advanced solution that would tackle the challenges that the company was facing in order to provide an exceptional customer experience.

One of the challenges was providing services to customers, which was a completely manual process. Customers needed to visit one of MTN shops, and then they need to go to the service employee and present their ID card in order to purchase a new SIM card, or get other services such as bill payment and mobile money. The employee then entered the customer's data into the system before carrying out the service. The process was time consuming for both the customer and the employee.

As MTN realizes the importance of happy customers in better customer satisfaction and loyalty, it required an automated way to collect feedback through various touchpoints, with the ability to measure and analyze the feedback to formulate better future plans.

For these reasons, MTN needed a solution that would enhance the customer experience while eliminating the workload for its staff and increasing revenues.

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MTN self service kiosks - SEDCO

The solution

MTN adopted advanced Self-Service Kiosks from SEDCO, a leading global provider of self service solutions. SEDCO followed certain procedures to make sure that its solution meets MTN’s requirements and needs. After obtaining MTN’s approval on the proposed solution, SEDCO installed the self-service kiosks and integrated them with MTN’s backend system.

The self-service solutions were implemented in strategic spots, making it possible for customers to access the system and to perform a number of services that are normally only available via MTN shops. Rather than going to one of MTN’s shops to get services, customers now have convenient journeys by using Self Service kiosks, which enables them to obtain services by themselves such as bill payment, top up, and account management beyond the ordinary working hours. The kiosks automatically identify customers upon inserting their ID cards or scanning their passports though the kiosk device.

Furthermore, the self service kiosks allow customers to give their feedback about the services and employees. Customers give feedback through the touch screen. MTN uses this feedback to measure customer satisfaction and to evaluate its services and employees. All this feedback provides a better means for MTN to plan a customer focused strategy.

The kiosks were integrated with MTN’s backend systems, allowing for full management and control of the kiosks from the head office.

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self service kiosks telecom

Benefits

The self-service solutions significantly saved MTN’s customers' precious time, as customers no longer need to visit MTN’s shops and wait for their turn to be served by one of the employees anymore. SIM card dispensing is fully automated, granting customers independence, speed, and convenience.  This leads to better customer retention.

Some of the services that the self service kiosks provide include; bill payment, mobile money Cash In/Out, SIM dispensing, data activation/top up.

On the other hand, the availability of the services for customers through kiosks relieves MTN’s shops and staff from the crowds of visitors gathering to receive services from its employees, thus reducing operational costs and creating a more relaxed and organized environment.

The system also allows MTN’s administration to know what their customers think about their services, enabling the administration to measure customer satisfaction, which provides better performance management and improves the overall customer experience. This also enables the administration to make better strategic planning for their business to ensure that the customers are happy whenever they interact with MTN through all possible touchpoints, which eventually leads to an exceptional customer experience and to more profits.

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