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.