Challenge

Legacy Systems

Solution

Implemented a modern B/OSS foundation to manage prepaid mobile orders, balance inquiries, and service fulfillment

Outcomes

Streamlined operations and improved efficiency in managing mobile services

Challenge

Complex Service Management

Solution

Developed systems for managing subscriber lifecycle, including subscriptions, plan changes, and prepaid terminations

Outcomes

Simplified service management and enhanced customer experience across mobile and fixed services

Challenge

Customer Experience

Solution

A self-care portal for customers to manage services independently

Outcomes

Increased customer engagement and reduced service requests, improving overall customer satisfaction

Challenge

Integration and Scalability

Solution

Conducted extensive system integration testing (SIT) and user acceptance testing (UAT) to ensure seamless integration with existing infrastructure

Outcomes

Smooth system integration and readiness for future scalability, ensuring operational consistency

Challenge

Operational Efficiency

Solution

Automated service processes, optimized account management, and order activations

Outcomes

Enhanced customer satisfaction and flexibility to fit individual needs

Challenges

Solution

Outcomes

Legacy Systems

Implemented a modern B/OSS foundation to manage prepaid mobile orders, balance inquiries, and service fulfillment

Streamlined operations and improved efficiency in managing mobile services

Complex Service Management

Developed systems for managing subscriber lifecycle, including subscriptions, plan changes, and prepaid terminations

Simplified service management and enhanced customer experience across mobile and fixed services

Customer Experience

A self-care portal for customers to manage services independently

Increased customer engagement and reduced service requests, improving overall customer satisfaction

Integration and Scalability

Conducted extensive system integration testing (SIT) and user acceptance testing (UAT) to ensure seamless integration with existing infrastructure

Smooth system integration and readiness for future scalability, ensuring operational consistency

Operational Efficiency

Automated service processes, optimized account management, and order activations

Enhanced operational efficiency, enabling Telecom Namibia to manage services more effectively and reduce errors

Context

MTC Namibia, the largest telecommunications service provider in Namibia, offers a comprehensive range of mobile and data services. The company is dedicated to delivering communication solutions to both urban and rural communities, striving for innovation and excellence in service delivery.

Context

Telecom Namibia is the incumbent and first fixed operator in Namibia, offering a wide range of communication services across the country. As a key player in connecting people and businesses through voice, data, and internet services, Telecom Namibia aims to stay competitive amid a rapidly evolving market and technological landscape. The company has embarked on a digital transformation to modernize operations, improve customer experience, and future-proof its capabilities.

Challenges

Telecom Namibia faced several challenges in its efforts to modernize its operations and stay competitive:

Legacy Systems
Outdated infrastructure required modernization to meet new market and operational demands.

Complex Service Management
‍The need to efficiently handle prepaid and postpaid mobile services and fixed line offerings for residential and corporate clients.

Costumer Experience
Enhancing customer interactions and management across multiple touchpoints.

Integration and Scalability
‍Ensuring seamless integration of new systems and processes with existing infrastructure to allow for scalability and growth.

Project overview

This transformation project, led by SATEC as the primary integrator and supported by Alvatross, focuses on modernizing Telecom Namibia’s operations across prepaid mobile, postpaid mobile, and fixed residential/corporate services. The project is divided into three phases, each addressing a critical component of the company's services:

• Prepaid Mobile: Focuses on digitizing services, enabling efficient order capture, balance management, top-ups, and related processes for an enhanced customer experience.
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• Postpaid Mobile: Involves integrating systems for subscriptions, plan and device changes, and comprehensive customer account management to optimize the postpaid customer lifecycle.
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• Residential and Corporate Fixed Services: Targets modernization of fixed residential prepaid/postpaid services and corporate accounts through optimized order and activation management.

Solutions & Innovations

The solution involved upgrading multiple systems across the business, introducing automation, and improving data integration to optimize service delivery.

Comprehensive B/OSS Foundation

Implementation of robust systems for capturing and managing orders, enabling balance management, service fulfillment, and activation processes.

Self-Care Porta

Allows users to manage their services autonomously, improving engagement and reducing service demands.

Subscriber Lifecycle Management

Systems for managing subscriptions, device and plan changes, prepaid terminations, and vouchers to streamline customer management.

System Integration and Testing

Conducted rigorous testing, including System Integration Testing (SIT) and User Acceptance Testing (UAT), to ensure seamless functionality and a smooth transition.

Case study

Telecom Namibia

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Context

Context

Challenges

Project overview

Solutions & Innovations

The solution involved upgrading multiple systems across the business, introducing automation, and improving data integration to optimize service delivery.

Comprehensive B/OSS Foundation

Self-Care Porta

Subscriber Lifecycle Management

System Integration and Testing

Outcomes