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.

What is the Difference Between a MVNA MVNO and MVNE? +Why Telgoo5 Software is Pivotal

When it comes to the world of telecom services, there is a lot of jargon to learn. The acronym-heavy language can look like greek at first, but once the vocab is demystified everything can be understood. A major part of the difficulty is that a lot of the acronyms look similar, but the systems they represent have distinct differences. Today, we both define and highlight the differences between MVNAs, MVNOs, and MVNEs, along with explaining why Telgoo5 software is pivotal for each.

MVNA

MVNA stands for Mobile Virtual Network Aggregators. It describes a telecom provider that operates in a wholesale capacity. An MVNA provides mobile and data services to Mobile Virtual Network Operators (MVNOs, to be covered in the next section), who then provide billable services to their end users. MVNAs can be challenging to manage, which is where the Telgoo5 platform steps in. Telgoo5 streamlines the billing and operational side of any MVNA business. We help to ensure that services get delivered and that the operator gets paid. Our end-to-end cloud based SaaS platform powers the entire telecom industry, including MVNAs.

MVNO

MVNO stands for Mobile Virtual Network Operators. It describes a telecom service provider that does not actually own the wireless network infrastructure it uses to provide services to its customers. It is common for MVNOs to access mobile data services via MVNA. If you have access to mobile data, there is a chance you are accessing it through an MVNO. Every day, people interact with the telecom business without thinking much about the systems in place to make their connection possible. Telgoo5 offers a fantastic support system to MVNOs. Our modular platform offers an Omni Channel CRM, billing, online charging, and payment engines that drive the global networks that users lean on every single day for data access. 

MVNE

MVNE stands for Mobile Virtual Network Enablers. It describes a company that provides network infrastructure like provisioning, administration, operations support systems, and business support systems to MVNOs, who then provide data services to their clients. MVNEs do not actually interact with end-users. While MVNEs are busy supporting MVNOs, Telgoo5 supports MVNEs with our top-notch AT integration that anticipates MVNE needs before they even appear. Telgoo5 appreciates the complexities of the Mobile Virtual Network market and can support companies that provide data services in any capacity. 

You may have noticed that the acronyms described above are similar because all three business types operate in the same space - the Mobile Virtual Network space. In many cases, an MVNA provides data to an MVNO, who leans on an MVNE for operational support. The user performing a Google search on his mobile device will have no idea how many companies are involved in making his search happen...unless something goes wrong. Telgoo5 provides an end-to-end cloud-based platform that powers everyone in the MVNE space, with the goal of always providing uninterrupted service to the end-user. 

Do not slog through this complicated space alone. Lean on Telgoo5 for all of your telecom needs. We will smooth out the process and make sure you look good along the way.

Why Wireless MVNO Should Target Specific Markets?

A wireless MVNO is an important part of the telecom industry. It fills certain important gaps and ensures most people are able to avail MVNO mobile services. When it comes to an MVNO’s operation, the MVNO model and MVNO type matters a lot. For example, a full-scale MVNO has its very own infrastructure, but an MVNO reseller only focusses on branding and marketing. Regardless of the MVNO operators finances and resources, it would be wrong to expect them to compete with bigger MNOs.

The Difference Between Targeting Specific or General Customer Base

Targeting specific customer base is a better option for MVNOs. If they are going to target the general population, they would have to compete with the bigger players. The larger MNOs can offer a wide range of expansive services to the customers. So, financially rich customers prefer their services.

If an MVNO decides to compete with an MNO, then it would have to provide a wide catalogue of services. But due to its limited resources, it would be stretched to the limit and hardly be able to make any profit.

On the other hand, if the wireless MVNO targets a specific group of customers, it has the freedom to choose and stack different services as per the interests of a specific customer base. For example, if it targets gamers, it can focus on providing them better data connectivity. Rest of the services like calling and online streaming can take a backseat.

With such an approach, it can provide much better niche-oriented services and make a profit.

The Role of Telecom Billing Platform in MVNO Success

Telecom billing lays down a strong foundation for an MVNO’s day-to-day operations. As most MVNOs do not have extensive technical knowhow, they should use the services of a competent telecom support platform like Telgoo5. Some important features of such a platform are:

·       Accurate billing: When the billing is accurate and comes with revenue assurance, it becomes easier to win customers’ trust.

·       Credit limit enforcement: MVNO have limited resources, and they need to implement credit limits flawlessly. A billings system powered by a real-time Online Charging System (OCS) is a minimum requirement for eliminating disputes.

·       Quick monetization: The service plans conceptualized should readily transform into actionable business strategy. Therefore, the billing system should be able to provide quick monetization.

·       APIs: To enable new partnerships and integration with new databases, APIs are a minimum requirement.

At Telgoo5, we offer all the above-mentioned functionalities as part of our telecom billing platform that is specifically designed for modern-day MVNOs.

5 Key Trends in MVNO Service Providers

New research shows that by 2025 the global MVNO service market will reach about $95 billion, growing annually at 7.6 percent. The continued growth in mobile users worldwide and the rise in demand for data services has created a large market opportunity for MVNO providers. The expansion of services, such as mobile cash, M2M (machine to machine) and cloud is driving the demand further for MVNOs.

Here are five evolving trends that MVNO operators should recognize in order to enhance their scope of services industry-wide.

Innovators will Seize Leadership

While there is going to be a market for the conventional MVNOs for the type of consumer-oriented services they provide, innovation will create new challenges and lead to the emergence of new market leaders. MVNO network connectivity is no longer the critical differentiator. The new model of connectivity and a gamut of packaged offerings must now center around data-driven capabilities, vertical integration, super specialization, and improved customer experience.

Moving Data to Deliver Superior Customer Value

Unlike the traditional MVNO mobile model, the new model will focus on moving data in ways that provide greater value for customers, both individuals and businesses. Process automation could assist in moving of the data. It could move from business to consumer, consumer to business, or machine to machine – to and from multiple endpoints, delivering useful information and driving targeted actions.

Focus on Niche Market Segments and Specific Value Propositions

MVNOs are increasingly recognizing the need to offer customized value propositions for targeted client segments. This allows them to widen the subscriber base by bringing new segments without diluting the brand focus of the host operator network. In a sense, the MVNO serves as the operator’s “sub-brand” to enable them to provide mobile services to wider and diverse populations.

Service offerings of MNVOs are moving away from voice and text and becoming increasingly data-centric. Some are even trying to differentiate their value propositions by integrating with other products and services, such as enterprise cloud or gaming.

Technology Enablers to Expand MVNO Opportunity

Cutting-edge technology enablers are set to drive unprecedented market opportunities for MVNO providers. These include:

• e-SIMs

• NFV and SDN (Network Function Virtualization and Software Defined Networks)

• Artificial Intelligence (AI) and Machine Learning (ML) with data analytics

• Blockchain

• Edge Computing

These technologies will support more personalized services for customers, help provide data related to IoT device performance, apart from boosting reliability and efficiency in areas such as supply chain management, mobile banking, mobile payments, and microloans.

Next Generation MVNOs will be Enabled with 5G

Network slicing getting enabled through 5G deployment is likely to be another game changer for MVNOs. A new breed of MVNO service providers will emerge with a focus on verticals offering AI, big data, and cloud solutions, creating new opportunities for enterprises looking to take advantage of these advanced technologies.

Telgoo5 is Here to Help!

Whether you are an MVNO/MVNE or looking to launch one, Telgoo5 has the perfect solutions to augment your business. For any inquiries you can send us an email at sales@vcaremail.com or contact us online.

Telgoo5 Mobile Virtual Network Enabler

The Telgoo5 MVNE is a cost-effective billing and customer care platform that is capable of hosting an unlimited number of MVNO’s or brands. The platform does so with complete flexibility, caters to the needs of all ​major MVNO models and provides seamless connection with different protocols on any network.

In the highly competitive telecommunications global market, agility and ability to market quickly are important factors for any MVNO that wants to be successful. The Telgoo5 MVNE platform backed by our support expertise and unmatched systems integration will enable any MVNO to benefit from a wide range of deployment models, functionality, scalability, and integration.

Telgoo5 MVNO platform is designed to form the foundation of any MVNO network while connecting the MNO partner with all MVNO back-office systems. It caters for hybrid, pre-paid and post-paid packages as well as various segments including Closed User Group (CUG) and residential communities.

System growth is fully scalable without any limitations on the number of brands or MVNO’s. It is only limited by hardware. We target businesses that would like to onboard devices rapidly, either into their proposed or existing managed-service infrastructures.

Why Choose Telgoo5 Enabler Solutions

Agile Project Management

• We provide organization and expertise

• We provide a personalized follow-up when it comes to delivering services

• We adapt to each customer’s project needs

• We deploy a project methodology that has been tried and tested

Technical Architecture

• We offer top-notch functionalities such as fixed-mobile convergence, pay as you go, pay monthly and real-time control

• We define interconnection models

• We design services based on the technical independence level you want

• We determine complicated call flows

Business Model Flexibility

• We help clients negotiate their contracts with MNOs

• We help clients optimize their business plans

• We provide billing customization to enable clients to control their P&L

• We determine technical optimizations for optimum financial performance

Telgoo5 MVNE Benefits

Seamless Integration – Our platform connects seamlessly with any protocol on any network, including GSM and CDMA.

Flexible – Our platform is designed to provide complete flexibility and to enable each MVNO to define its own services and processes.

Convenience – The platform takes care of all ​major MVNO models and can host many MVNO’s or brands.

Reduced Opex – This feature-rich and cost-effective platform will reduce the total cost of ownership as well as operational expenditure.

Individualization – The platform allows individual MVNO’s to tailor their currency, language, and more.

Easy Service Construction – Reduces deployment and development time, making it easy to focus on building your services.

Reduced Capex – Telgoo5 utilizes the latest technologies when developing software. This enables us to customize our software cost-effectively and quickly, depending on each MVNO’s business requirements, hence saving on Capex.

Get Started

Whether you are an MNO (Mobile Network Operator) or an MVNO (Mobile Virtual Network Operator), whatever the business or technical models you want to set up. Telgoo5

enabler solutions bring you the expertise and flexibility to help you make your MVNO project a reality or ​launch your project​. ​Contact us​ today to get more information.

The Secret to Starting a Successful MVNO

Today, more new MVNO are being started than ever before. Fierce Wireless, an online publication reports that new MVNOs are being launched every week and interest in this business type is eclipsing the 2005-2006 craze that saw numerous high-profile MVNO startups. With numerous new entities rushing start their own MVNOs, many will inevitably fail to make a mark in the long run. To succeed in this competitive space, startups need to plan meticulously and identify the right niche in the market. Although the process is similar to starting any other business, they are unique procedures that you need to weather to start your own MVNO. If you are mulling starting an MVNO, it is important to identify the challenges that may curtail your success. Read on to explore the process, the unique challenges that await you, and get tips on how to smoothly start your own MVNO.

Starting Your Own MVNO – Similar to Starting Other Businesses

Image from Pixabay

To start your own MVNO, you will in  in many respects follow the same procedures like when starting any other business. To succeed, the following steps are critical:

Carving Out a Niche

It is likely that your up and coming MVNO will offer services that eerily similar to the offerings of other players already in the business. While the prospect of facing stiff competition discourages many potential entrepreneurs, it also presents opportunities to creative players. The only viable strategy for most new MVNOs is carving out a niche in the market and chipping away at and winning over customers from the other established providers. Indeed data from Strategy Analytics indicates that MVNOs in the current market conditions succeed by focusing on addressing particular market segments or value propositions.

MVNOs can thrive when they identify a certain set of services or pricing models that are not currently in the market. But deploying this strategy requires extensive knowledge about the set of customers that you will target. This insight is what will enable the company to tailor its offerings to the unique needs of the target segment. Common niches that can be targeted in the current environment include the following niches:

infrastructure MVNOs

These types of MVNOs focus on covering an area where major network providers don’t reach. For example, an MVNO may focus on providing the infrastructure to cover a mountain range where other network operators have no reach.

Retail MVNOs

These types of MVNOs target supermarkets and departmental stores to find subscribers to buy their sim cards.

Advertising-based MVNOs

These offer discounted services and some free services and in return they get access to advertise or subscribers devices.

Discount MVNOs

These target deal hunters. Such companies only offer basic services like voice and text. Although such companies get little earnings per subscriber, the hope to get enough subscribers to get a reasonable profit.

Getting the Tech In Place

MVNOs thrive on technology and you need to put in place the infrastructure and software you will need to serve your customers before getting started. You will need to set up your IT platform and get your billing in place. It is at this point that the company also sets up a CRM, customer care and network management systems. You can be able to save time and human resources by outsourcing billing, customer care, and similar services. Our system Telgoo5 can free up an MVNO’s human resources to focus on other aspects of the business. We can handle the Call Detail Records (CDRs) for both real-time interface (prepaid) and batch process (postpaid) subscribers. We can also handle your billing, data analytics, and other aspects of the technology platform.

At this point, you can also set up the website where subscribers can sign up for your services. It is worth noting that it is important for a new MVNO to identify and only invest in the right technology tools for a company of its size. Underinvestment could result into service failure due to overloading. Overinvestment, on the other hand, can bleed the company dry. The easiest way to ensure that new MVNOs invest in what is enough is by linking up with a good OSS system. Our platform Telgoo5 allows access just what you need at the time. We can take care of your billing, CRM, subscriber website, customer care, and everything you need to get started. Partnering with us can help you to launch your MVNO in as few as four weeks instead of months.

Starting Your Own MVNO – The Unique Challenges

A Potentially Risky Business

A measure of risk is involved when starting any type of business. But the sheer complexity of the MVNO launching process coupled with intricacies involved in making partnerships and the fierce competition that awaits new entrants connive to make starting a new MVNO an especially challenging venture. The fast rate at which telecommunications technology becomes obsolete means that you risk investing in technology and fail to recoup the investment costs. Successful MVNOs reduce risk by targeting a specific niches. They make and strictly follow a plan that addresses the needs of subscribers in that particular niche. A good platform like Telgoo5 can enable you to scale according to your business needs. This will enable your business to avoid paying for resources they currently don’t need.

Getting Licenses

To start your own MVNO, you will encounter a number of challenges that are peculiar to the telecommunications sector. To start a new MVNO, you will need to register and be certified by the right authorities. Being certified will enable you to get MSISDN and IMSI blocks. In the US, this certification is done by the FCC. This process will is critical if you are to start operations. Telgoo5 platform meets and exceeds all the license and regulatory requirements. We have helped a number of MVNOs to fasttrack the certification process and would be happy to help MVNO startups that need guidance during this process.

Making Partnerships

The MVNO business type thrives on partnerships. You will need to work with mobile carriers or aggregators to get subscribers. Many MVNOs startups soon learn that the most difficult part starting operations is not getting capital or even setting up the technology platform. Inking contract with big telecom companies is perhaps the single toughest feast to accomplish.

Telecom companies usually insist on certifying different aspects of MVNO operations before committing to working with them. These certifications processes usually take months of back and forth dealings and they may put a tremendous strain on the patience of the new startup owners. However, some MVNOs may be able to bypass some of these processes by linking up with with MVNEs and other partners. The MVNO can then utilize their existing platforms carrier agreements to get started. Our platform Telgoo5 is already integrated with all the major carriers. We also have partnerships with a number of of aggregators and MVNEs. Signing up at our platform will help you to save time and money and you will be able to start operations in a couple of weeks.

Setting up an MVNO is a potentially complex endeavor that involves planning, setting up platforms, linking up with suppliers and, getting the required certifications. However, if you link up with a good OSS parner, the process can be dramatically simplified and you stand to save a lot of time and money along the way. At Telgoo5, we provide billing, CRM, customer care, and more services to MVNOs and other telecom companies. Over the years, we have helped new MVNOs to flourish. Whether you are an established MVNO, a new company, or just exploring ways to get started, we can tailor our services to fit your needs. Contact us to explore ways we can partner today.