Can Self-Care Solutions Help Improve MVNO’s Customer Base?

MVNOs, or Mobile Virtual Network Operators, operate between wireless network infrastructures and the end user of wireless communication. MVNOs work directly with mobile network operators to negotiate bulk pricing, and then set up packages for the end user. As a result, the customer gets advantageous pricing, and a reliable company to provide billing and support, and the MVNO does not have to invest in their own wireless network infrastructure. 

A major component of an MVNOs value proposition is customer support. When wireless communication fails, end users need someone to reach out to, and most MVNOs step gracefully into that role. Setting up a strong customer support network is vital. Without a satisfied customer base, MVNOs would not be able to sustain a business. A balance must be struck between an MVNOs investment into customer service programs, customer satisfaction, and incoming revenue. 

Self-care solutions provide a fantastic and low-cost way to keep customers informed, attended to, and satisfied. 

A self-care customer support solution is essentially a glossary of everything a customer may need to know about the product or service they have purchased. An evolution of FAQ sections, most self-care solutions feature topical articles, video tutorials, and diagrams that explain aspects of the product or service to the end user. Some companies call these Knowledge Hubs, others call them Customer Portals, but most call them self-care solutions. The idea is to empower the customer to find answers to their questions without having to reach out to a customer support agent. 

If you are interested in setting up a self-care solution for your MVNO, consider including articles, flyers, or videos on the following topics:

• An outline of the packages available to your customer base. Customers that may be considering working with you or changing their existing services with you should be able to do their own research on what is available without having to call an agent.

• What happens in the event of an outage. Everyone today relies on mobile communication, and so the prospect of an outage strikes fear in the hearts of many. Assure your clients that your MVNO has a plan for outages by providing details of that plan that customers can find on their own.

• An explanation of your relationship with the mobile network operator that supports your customer’s communication plans. This will help them to understand where exactly their services are coming from.

These are just a few examples of self-care assets you can create to appeal to and improve your customer base. 

When it comes time to create the material for your self-care solution, make sure to consider the following elements:

• Content relevance. Is what you are looking to develop directly relevant to your audience, or is it only interesting to you as an MVNO leader?

• Content clarity. Wireless communication is a confusing industry with a lot of acronyms and complicated explanations for things that most people take for granted (like placing a wireless call). Remember to keep all of your content simple, clear, and easy for a layman to understand.

• User Experience. Make your self-care solution clean and easy to navigate. Put your most relevant pieces up top, and make searching simple and intuitive.

Remember, the heavy lifting you do now to set up your self-care solution will save your customer support team time and effort later on.

Maintain Network Operations with Care via Cutting-Edge Operations Support System

An Operations Support System along with business support system constitutes a major share of telecom operations. In the past, both OSS and BSS were considered to be separate paradigms; however, the line between them is collapsing very fast. The modern-day approach is about increasing efficiency, for which, it is necessary to have an overlapping of these two telecom business functions. A rise in the use of IT methodologies and virtual functions has made it possible to have a single interface for managing both business and operational tasks.

Support Better Service Delivery with Innovative Operation Support System

An OSS performs the following tasks:

·       Management of different network functions

·       Delivery of service

·       Fulfillment of service

·       Service assurance

·       Timely support to telecom customers

To perform these tasks, an OSS relies upon:

·       Management of data

·       Arrangement of sequence, in which, the tasks need to be performed

·       Upgrades in technology to meet growing requirements

·       Management of data and processes via relevant applications (APIs)

An Operation Support System performs the extremely important task of identifying errors and making the operation error-proof. Nowadays, telecom operations are carried out in a seamless manner and the OSS functions can be performed by a single intuitive interface.

Combine B/OSS with Quality Billing for Best Service

A single interface that manages all day-to-day telecom operations is nothing less than a godsend. Platforms like Telgoo5 offer both single and unified telecom solutions that work ideally for MNO, MVNO and MVNE.

Complete management via a single platform

When you have a state-of-the-art B/OSS model along with real-time charging, you can serve your customers in the best way possible. It becomes easier to have a single view of customers during monetization, service delivery and billing.

Greater revenue assurance

A real-time Online Charging System (OCS) ensures charging of transactions in a few milliseconds. Hence, there is no revenue leakage, and the billing is completely transparent for the subscribers.

Ability to launch differentiated products

Modern-day telcos need to think on their feet. A versatile telecom support system allows telcos to create attractive plans that combine a wide range of services. For example, you can monetize a video streaming service with a data pack. Also, you can manage the complete partnership with a third-party service provider. There is complete abstraction in the process i.e. the system does everything for you and you do not feel out of your depth even while creating complex service plans for the users.

Harness Power of Innovative Next-Gen Telecom Billing Services to Succeed in 2021

In this age of technology, you need to be one step ahead of your competitors at all time. When it comes to the telecom industry, the competitive struggle is more intense because there are different types of operators in the industry. MNOs, MVNOs, ISPs and OTT service providers collectively form the entire telecom domain. Every player in the industry needs to be competent when it comes to telecom billing solutions, if it really wants to make a mark.

The Challenges for Telcos in 2021

2021 is expected to be extremely challenging for telcos, especially for the smaller players like MVNOs. Have a look at some challenges for telcos in the present times:

Revenue assurance

You simply have to deliver services as per your contract with the customers. Therefore, it is important to have complete revenue assurance. Considering the number of telecom services delivered these days, it is quite a challenge to be 100% accurate with revenue assurance.

Quick monetization of innovative plans

To break away from the crowd and provide unique telecom services, you need to have a billing system that allows flexibility in monetization. As a telecom operator, you should be able to combine disparate services and deliver them in an attractive manner. Also, the monetization needs to be quick if you want to exploit the trends prevailing in the market. For example, in the times of lockdown, you can provide conference calling as part of the package as more and more professionals are looking to connect remotely with their peers.

Management of third-party partnerships

There are simply too many things that an operator has to manage these days. It is impossible to grow one’s service catalogue – horizontally and vertically – at the same time without third party partnerships. Therefore, the complexity and challenge is huge, unless you have access to pro telecom billing services that offer APIs for third-party partnerships. A flexible system can manage various third-party partnerships with suppliers, video streaming vendors, payment gateways and shipping services. You can even manage an interconnect partnership for roaming services through an intuitive telecom billing platform like Telgoo5.

To overcome the numerous challenges, it is vital that a modern-day telecom operator uses telecom billing systems that have the necessary functionalities. Telgoo5 is an outstanding telecom support platform that simplifies day-to-day tasks and makes the challenge in 2021 simpler. The system comes with cutting-edge APIs that add new functionality and help in the evolution of telecom businesses.

Why You Need a Multi-Tenancy Platform

To optimize IT costs and create operational efficiencies, you need to leverage SaaS trends of multi-tenancy. In order for you to realize the need for multi tenancy you need to understand the importance.

Importance of a Multi-Tenancy Platform

A multi-tenancy platform is important to any ICT and telecommunications organization. This is why:

Low Ownership Cost

Users can access their services from one platform. This means it is easier to access frequent and automatic updates. As a user you will not need to pay for new functionalities and customizations. An added advantage is the inclusion of new updates and releases on the subscription. Users are always informed of irregular changes.

Worry Free Capacity

A multi-tenancy platform offers your company, whether big or small, the ability to reside within the same data center and infrastructure. It is commonly known as “worry free capacity”. You will not have a need for more computing and server capacity, and your operation support system will never be encumbered. This is our responsibility as Tegloo5 to grow our data center while supporting your growth.

To optimize IT costs and create operational efficiencies, you need to leverage SaaS trends of multi-tenancy. In order for you to realize the need for multi tenancy you need to understand the importance.

Importance of a Multi-Tenancy Platform

A multi-tenancy platform is important to any ICT and telecommunications organization. This is why:

Low Ownership Cost

Users can access their services from one platform. This means it is easier to access frequent and automatic updates. As a user you will not need to pay for new functionalities and customizations. An added advantage is the inclusion of new updates and releases on the subscription. Users are always informed of irregular changes.

Worry Free Capacity

A multi-tenancy platform offers your company, whether big or small, the ability to reside within the same data center and infrastructure. It is commonly known as “worry free capacity”. You will not have a need for more computing and server capacity, and your operation support system will never be encumbered. This is our responsibility as Tegloo5 to grow our data center while supporting your growth.

Releases/Updates

In the past it used to take a lot of time to roll-out any updates/releases. It is a lengthy process that requires coding for each client. This is what most multi-tenancy platform services offer. Our difference is we can send updates and releases suited to your particular needs.

The benefit of this move is that you will never have to go through processes such as performing Q&A and customizations. The change in production will automatically synchronize the moment an update or release is available.

If you have customers in the hundreds or thousands, such a move is a challenge. Our company ensures we handle everything to perfection. Our support team is dedicated to provide seamless updates and releases. Your benefit is faster access to innovative features for management of communications and IT, while ensuring your client is not interrupted.

Conclusion

A multi-tenancy platform will improve your business, large or small, to levels that you can compete with your competitors on the same level. Contact us to find a solution that will take you to the next level. We also offer latest billing solution along with OSS solution to meet any of your operational requirements.

Why You Need an OSS

OSS (Operations Support Systems) are designed to be integrated in an enterprise’s telecommunications resources. These solutions are aimed at supporting telecommunication networks. They are classified into:

1. TPS(Transport Processing Systems)

2. MIS (Management Information Systems)

3. ERP (Enterprise Resource Planning)

Understanding what each of them do and how they work will ensure you understand the importance of OSS in any telecommunication business.

TPS

A Transport Processing System focuses on the processing and recording of transactions in the business. The entire gamut of daily routines is encompassed by any TPS. Routines may include, but not limited to, billing, sales order processing and financial accounting. The general structure of a Transport Processing System is determined by the type of transactions in a company. For instance, a financial accounting system structures financial related transactions. That can include be invoices, payments and receipts. Each of these transactions are processed by a specific module.

MIS

This system is designed to meet the needs of managers, specifically with regards to the past and current operations. The majority offer a summary report of the enterprise’s operations. Some have the option of an on-line link to each transaction. MIS improves the efficiency of an enterprise by ensuring managers can perform their duties easily and as fast as possible.

ERP

Traditionally MIS has been based on inputs from transaction based processing systems. As such, they have continued to be designed around different types of transactions. With this in mind, organization structures determine the design of MIS. Under MIS, information is provided in the form of reports that will be needed for different departments. MIS modules would be based on the kind of departments in an organization’s structure. Currently, MIS is starting to lose its relevance. This is due to the increasing relevancy of flexibility involved to reorient MIS to a changing business environment. The buzzword of today is business process reengineering. This means enterprises need to change their approach towards business processes. Advancement in telecommunication technology has led to the emergence of a new information system known as ERP. An Enterprise Resource Planning system integrates each process of an organization with customer satisfaction while planning the management of resources. Such solutions help an enterprise to focus on production capacities, working out financial consequences of every decision and managing logistics, rather than just computing costs. Integrating business processes at all levels is the basic philosophy of an Enterprise Resource Planning system. It works by treating every resource in an enterprise as a common resource designed to cater to the various needs of clients. ERP systems recognize that the needs of clients are always changing. It offers adaptability to these changing needs with a faster response.

Bottom Line

All telecommunication enterprises need more than one of the above mentioned OSS sub-categories. We at Tegloo5 have come up with a number of systems to ensure your telecommunication business runs as smoothly as possible. In the event your business module is unique, we can design and develop an OSS that will meet and even surpass your needs. Contact us today so we can figure out how to come up with the best OSS for your business.

Billing Support on All Platforms for Customers, Day or Night

In today’s world, everything happens in an instant. You send a message and get a response. You write a tweet and someone likes it immediately. Today’s customers don’t want to wait. When they have a problem, a question, or some issue that needs to be addressed, they’re going to want to deal with in on their terms — and that means they want service when they want it, day or night. That’s why it’s vital to provide customers with 24/7 support that’s efficient, easy, and always available to help with whatever they may need.

Multi-Platform Support

Customers in today’s world are sophisticated, and they love having options. Some customers may want to call and speak to someone over the phone, but others would rather turn to chat support so they can type back and forth. Some customers are more comfortable with email. And still others might want to turn to social media first.

It isn’t practical to hire different companies to provide multi-platform support. And it isn’t good business to provide only one type, or even two types of support to customers. The only logical solution is to use a customer service support company that provides support on all platforms, all the time. This is the only way that all customers can be served and get the level of service they expect, and that’s why (v)WeCare provides complete multi-platform support. The trained support staff is available over the phone, through email, on social media, and in chat in moments, ready to help 24 hours a day, 7 days a week.

Speed

When the world moves fast, everyone wants to move fast with it. Emails are sent and replied to in minutes. Social media interactions happen in real-time. Money exchanges hands digitally in mere moments. In a world with that kind of speed, customers expect to get their questions answered and their problems addressed quickly. Efficient, speedy customer service is absolutely essential when you want to keep customers happy, and that’s what (v)WeCare works to provide at all times by hiring and training caring, communicative staff members who are based in the U.S.

U.S.-based customer support representatives can address problems three times more quickly than offshore reps. U.S.-based reps can understand customers more quickly and help them find the solutions they need more easily, with simple back-and-forth communication. Reps who are based in the U.S. understand the slang and the particular terms that U.S.-based customers use, which also cuts back on confusion and saves time. With (v)WeCare, customers will have to explain less, so they can get more of the help they need. Speed and efficiency are always provided and always available to customers, whether they’re calling for support on the phone, using chat, or communicating with a rep through email or social media.

What Customers Want

Customers want to be able to reach out in ways that are the most convenient and easy for them. Whether they’re most comfortable with chatting online, talking over the phone, emailing back and forth or using social media, they want support that’s quick and easy to use. They also want to get that support the way they want it, which is why companies need to provide support on every available platform. This is the only way to satisfy every single customer, and this is why (v)WeCare provides every single one of these services. Customers have needs, and (v)WeCare keeps striving to provide solutions for all customers, all the time.

Customers also want (and deserve) to be connected to support immediately and at any time. By giving them that, companies set themselves apart by proving that they’re providing the services customers want most: speed, accuracy and options. Customers may have questions or problems at any time, and that’s exactly why they need support at any time. When they’re awake at 3 am, when they have an issue on a holiday weekend, when they have a problem, customers want to be addressed immediately no matter what time it is. By giving customers 24/7 reliable service, companies make the customers feel like they truly are coming first and their needs are truly being met. Isn’t that how you want your customers to feel?

Fast Track Your Telecom Offerings with the Latest MVNE Solutions

Fortunately, Telgoo5 is a seasoned MVNE that has the ability to scale with the needs of your MVNO or MNO by specializing in fixed, IoT, fiber, ISP and other types of billing. We process hundreds of millions of transactions each day and work with many different companies in all levels of growth. We have the resources and infrastructure to grow with your customer demands, and we are skilled at allowing you a platform to scale rapidly and seamlessly. With a comprehensive audit trail and top-notch accounting, Telgoo5 is on top of its game at all times. We pride ourselves on being the best in class, and we keep our clients in the loop at all stages of the game.

Is your MVNE slowing you down or not able to grow as fast as you would like, Telgoo5 offers both flexibility and ease of use. With so many options built in your time to market will be extremely short.

At Telgoo5 we pride ourselves on being more of a partner than a vendor. As such, we make sure that we schedule regular calls with our telecom partners to make sure that they are apprised of everything that we are doing at every stage of the game. Each MNO or MVNO is assigned a representative that has an intimate knowledge of their business and ultimate goals. This allows us to help them from the ground up, and be able to assist with any scaling needs in real time. We know that scaling is one of the most challenging times for any business, and we pride ourselves on providing out-of-the-box solutions and a flexible and robust platform to help businesses scale with ease.

With CDR-based billing and charging that performs both offline and in real-time, Telgoo5’s telecom billing system was designed for the specific needs of MVNOs and MNOs. Furthermore, we always account for taxation in billing and can aid businesses in navigating complex telecom taxation matters.

This consideration allows you to rest easy and know that everything is taken care of for you. We have hundreds of different billing profiles and get set up to over one thousand unique combinations of billing, so you can tailor our products to fit your specific needs. You never have to use what doesn’t work for your company. We are all about streamlining the process, making it easier on you, and excelling at our mandate of amazing customer service.

Telgoo5’s platform is sophisticated and integrated; able to handle plenty of demand. Even though we have plenty of satisfied clients, we make sure that each of them is able to choose a customized solution that fits them perfectly. We understand that every business has different needs and will join us at various stages of their development. As such, we treat each and every business as a unique partner that we are committed to serving. This commitment from us keeps your business free to do the important work of attracting new customers, building your brand, and making your business the best it can be. Think of Telgoo5 as a solid platform that allows you to focus on the crucial work growing your business.

MVNE’s are the core of your business, choose Telgoo5 which is associated with the biggest MVNO’s and most successful aggregators.

If you are a new MVNO or MNO, you need an MVNE partner that has your back. Telgoo5 is that partner!

Why CDR Meditation Is an Essential Part of Telecom Billing?

Telecom billing is probably the most confusing and scrutinized task in the telecom industry. The scrutiny comes from customers who are more often than not dissatisfied with their bills. This leads to confusion amongst the telecom vendors who start looking everywhere for new telecom billing solutions. Mostly, this problem arises because the telecom billing software used by them are subpar and do not meet the high requirements of modern-day businesses.

Why Telecom Billing Solutions Are Important?

All the efforts made by telecom service providers in setting up a network will amount to nothing if telecom billing is not up to standards. This is why, telecom billing solutions become important as they play a crucial role in accounting for those services. Not only is the revenue generated by a telecom provider dependent on billing, customers’ trust is also directly connected with the quality of the billing services. For instance, if a customer starts receiving wrong bills, his trust in the services nosedives from that moment onwards. On the other hand, if the billing services are sound, the customer stays faithful and brings in new customers.

CDRs: The Fundamental Unit of Telecom Billing Process

CDR (Call Data Record) is the fundamental unit of telecom billing process. All interactions between the user and telecom networking elements are captured by CDRs. A CDR has the following attributes:

1. Date and starting time of the call

2. Duration of the call

3. Calling party

4. Called party

5. Type of call e.g. voice, SMS, data etc.

6. Unique record sequence number that is used for identification

The captured CDRs are vitally important for the proper operation of a billing system. However, these CDRs are raw in nature, which means they cannot be interpreted by a billing system.

CDR Meditation System: The Unsung Hero of Telecom Billing Solutions

To ensure the captured CDRs are converted into a format that is understood by the billing system, a CDR meditation system is employed. The meditation system receives the unformatted CDRs, converts them into the necessary format and sends them to the billing system. Besides conversion, it also performs the operation of filtering out calls that do not meet set criterion by the telecom vendor. For example, if a call with duration less than 10 second needs to be filtered out, it is done by CDR meditation system. Moreover, if some extra information needs to be provided that is crucial for billing procedure, the meditation system gathers that information based on certain attributes and then sends it to the billing system via FTP (File Transfer Protocol). FTP is required for transfer of this information as both billing software and meditation modules are installed on different systems.

After the billing system receives the formatted CDR, it is able to interpret the information and rate the services utilized by customers.

Summary

Billing system in telecom is quite complex and requires processing of data at different levels for accomplishment of billing-related tasks. Although the user is not aware of what goes on behind the scenes, the role of systems like meditation system that converts raw CDRs into formatted CDRs is extremely important. All telecom billing solutions require correct formatting of CDR for reliable and accurate completion of billing tasks.

Don’t Let Your Customers Suffer Anymore, Switch to OSS Telecom Billing Software

Technology does not always change for the best. But, that does not mean it does not try to make things better. When we look from the perspective of telecom industry, BSS and OSS have been two pillars of technology that have transformed the way business takes place. And the good news, everything has changed for the best. Compared with platforms used in the other industries, these two solutions have been in the market for a long time and have garnered trust from most telecom vendors. So, if you are still clinging onto the telecom systems of old, it is probably time to let go and switch to OSS telecom billing software.

Why Change Is Important for All Industries?

When we look at industries of today, hotel industry stands out as the one that has probably seen the biggest transformation in terms of its operations due to technology. In the past, it was tough for hotel chains to manage their properties spread over different parts of the globe. But, with the coming of PMS and cloud-based technologies, almost all hotel chains are using it or planning to use it in the future. A study has revealed that in the next 4-5 years hotel companies will invest up to 8% more in cloud-based technologies.

Compared to hotel industry, operations in telecom industry are much more complex. Monitoring of customer, interactions, provisioning, billing, meditation systems, and the list goes on and on! A telecom operator requires all the help he can get. So, when the solution is staring at you in your face in the form of OSS telecom billing solutions, why not upgrade?

Drawbacks of Legacy Systems

Legacy systems are much more cumbersome and require manual intervention for smooth operation. This may lead to recurring errors that can diminish the customer’s faith in you. Let’s say a customer wants to upgrade his plan and calls up customer support. Upon receiving a request, the agent sends it forward for execution. Now, the system employed by the service provider lacks the service assurance feature normally found in OSS applications. In this case, there is a high probability that the request may be completed but not up to the service level agreement between the provider and the customer. This may reduce the trust of the customer in the system and he may opt for a different provider.

Now, compare this situation with an OSS-backed operation. The OSS telecom billing software has service assurance as one of its primary feature. Unless, there is a terrible malfunctioning of the system (which is very rare), it is highly unlikely that the request will be mismanaged or delivered incorrectly. All the more reason to employ, quality OSS telecom billing solutions, don’t you think so?