What’s on at Management World 2010: Day 2 Highlights

After a nice evening on the rooftop at the Le Meridien Hotel on the Nice seafront on Tuesday, the team on-site at Management World 2010 got started on another very busy day.

One highlight from the second day was a Revenue Management & Profitability Summit case study presentation from Telecom Personal, the mobile branch of Telecom Argentina with 14 million subscribers.

Among the market challenges the operator faced—Argentina is a saturated market with a 120% penetration rate, number portability and MVNOs are coming up in Latin America, and the region has seen high churn with the economic slowdown.

IT manager Leticia San Juan explained the service provider’s goal of delivering a multi-channel, self-service activation solution for pre-paid subscribers in seven months, with the hope of enhancing customer satisfaction.  She then described the pre-activation, validation and provisioning (where Comptel comes in) processes to meet this objective.

There were some positive results in the end.  Telecom Personal has improved customer satisfaction by reducing the time it takes between initial contact and all of the validations—all down to two or three minutes.  The operator was also able to reduce activation costs and better collect subscribers’ contact details with identity assurance.

Some important lessons learned as noted by Leticia—a pilot implementation is critical before launching innovative services, and don’t forget to continue focus on telco product innovation while undertaking such projects.