How BTC lowered costs while bolstering customer satisfaction by streamlining its roaming vendor relationships.
Mobile service providers worldwide have to contend with the complexities of juggling multiple supplier relationships and continuously evolving technology – a challenge that has been heightened in recent years due to the introduction of a greater number of mobile services alongside an unprecedented rapid rise in end-user expectations.
Leading Caribbean operator Bahamas Telecommunications Company (BTC) took an innovative approach to growing its business amid this complex environment, choosing to optimize its core roaming services to reduce operating expenses and improve customer satisfaction. As a result, the operator realized significant benefits, including an increase in data usage, decrease in billing disputes and reduction in churn.
BTC looked at its end-to-end roaming business strategically to reduce the number of vendor relationships and connections it had to manage, creating new efficiencies and allowing it to focus on delivering exceptional end-user experiences. Over the course of 2012, BTC implemented solutions that are already generating substantial business benefits.
BTC first deployed an IPX network solution to help optimize network performance today and simplify the transition to 4G in the future. For BTC, the deployment has reduced international connectivity outages by more than 95 percent. Removing a major point of failure and congestion has significantly improved quality of service for end users and contributed to the 400 percent rise in data usage on the BTC network.
BTC also explored real-time experience management to provide more personalized engagement and transparency to end users. Through solutions that instantaneously transform the huge volumes of subscriber experience data traversing its networks into relevant and actionable insights, BTC gained the ability to proactively monitor, report and ensure quality of customer experiences. As a result, the number of billing-related customer inquiries decreased by more than 50 percent, significantly minimizing costs associated with handling billing inquiries and improving the customer experience.
In addition to revenue generation and cost savings, the strategic approach has yielded remarkable customer satisfaction results, with BTC reporting a 40-percent decrease in churn due to the improved service quality and enhanced transparency for end users.
Syniverse was proud to support BTC, providing the solutions that helped strategically grow the operator’s business. In turn, BTC increased its operational efficiency significantly by choosing a single vendor to provide a full portfolio of roaming solutions, including the IPX and real-time experience management tools highlighted as well as core signaling, data clearing, financial clearing and messaging solutions.
Mobile service providers worldwide can learn from BTC’s approach by selecting partners with the ability to provide expert counsel backed by holistic solutions that enable better customer experience management. Doing so will become even more critical as sky-high customer demands continue to drive the evolution of mobile, requiring service providers to devote their unfettered attention and the bulk of their resources to constantly improving the end user experience.