ROBI Service Desk (RSD)

THE CHALLENGE

Robi is the second largest mobile phone operator in Bangladesh with more than 25 million subscribers. It is a joint venture company between Axiata Group Berhad, Malaysia and NTT DOCOMO INC, Japan, managing retailers, sales area managers (AM), customer care and sales representatives, and prepaid and postpaid phone subscribers by the millions across 64 districts!

The challenge was getting them all onto one platform that could keep them regularly updated of information pertinent to each of respective groups. Say, for Area Managers of prepaid cards, stock availability information every hour was critical to make sure there would be no shortage of supplies. This crucial information had to be tracked real-time and made easily accessible via phone or Web.

Managing retailers would further need information of area-wise sales results (whether a product was moving slow and fast) to be able to make informed strategies on where and how to increase marketing drive, etc. Shop-owners or Sales Representatives needed to have access to basic information of customers and post complaints fast for quick response via SMS.

The demands were great and highly time-sensitive. How would Robi manage sales of its prepaid and postpaid services easily without wastage and customer discontent?


THE SOLUTION

SSD-TECH developed Robi Service Desk, a Web, mobile Internet, USSD and SMS based automated application to cater to the needs of retailers, Area Managers, Sales Representatives, and customers using the following features:

  • Several customized and configurable data views
  • Add, modify and remove options
  • VAS and customer service executions and transactions
  • Customized roles for relevant parties that can be created/assigned
  • Customized reporting for relevant parties
  • Customized GUI for relevant parties
  • USSD based complaint management over SMS
  • User notification
  • Content management sections to manage information/archives, upload and download of information from these archives, and information search, etc.
  • ETL for data extract, modification, and load from different data sources
  • Several customized and configurable data views
  • Add, modify and remove options
  • VAS and customer service executions and transactions
  • Customized roles for relevant parties that can be created/assigned
  • Customized reporting for relevant parties
  • Customized GUI for relevant parties
  • USSD based complaint management over SMS
  • User notification
  • Content management sections to manage information/archives, upload and download of information from these archives, and information search, etc.
  • ETL for data extract, modification, and load from different data sources

KEY BENEFITS DELIVERED

An efficient automated processing system for the sales of its prepaid and postpaid cards, the Robi Service Desk benefited the following roles in these important ways:

  • Retailers stayed updated on stock information and commission
    In order to stay updated, a daily report was sent to retailers containing the following details: MTD SIM Stock, Activation of Card, URF Paper Pending, and last day’s number of activations. In addition, information like amount of the latest commission disbursed, amount of stock left in the district, areas where supplies are dwindling fast and needs immediate re-stocking etc were also generated.
  • Area Managers received hourly updates
    Hourly activation information was sent to Area Managers showing prepaid activations via SMS. They could view the info from the Web/mobile Internet and also it was accessible by the HQ people, Regional Managers, Area Managers and Sales Representatives.
  • Sales Representatives stayed on the ball
    Sales Representatives would get regular reports displaying the average sales for the last month, yesterday’s sales, maximum sell and minimum sell of the month, and retailer categories. Shop owners could further place complaints accessible via PIN permission.
  • Analytic
    For Robi and all its partnering associates above, subscriber information was incredibly important in order to stay efficient, to keep their customers happy, and to make sustained profits. These included details like subscriber’s MSISDN, IMSI, HLR, Activation Date, Name, Date of Birth, Occupation, etc.

THE OUTCOME

At the end of the day, the Robi Service Desk made life way easier for retailers, Area Managers and Sales Representatives. Robi could work keeping their prepaid and postpaid customers happy while also gain operational efficiency ensuring that millions of Bangladeshis would be able stay in touch with the world.

 

All the information gathered from the sales of prepaid and postpaid cards could easily be accessed by relevant parties through SMS and mobile Internet with customized configurable information unique to each role. They could view and retrieve the information relevant to them on a regular basis. The application would further allow particular roles to add, modify or update information with minimum effort and user-friendliness – all, without having to depend on back end (developer) support.

 

This basically translated to cost-effective, real-time tracking for Bangladesh’s big-time telecommunications operator.

[feather_share size="24" show="twitter, google_plus, facebook, linkedin, mail " hide="reddit, pinterest, tumblr"]

We love to hear from you