Xerago helped the oldest telecommunication provider in Malaysia keep track of leads generated, identify and reduce user struggle points, and complete path analysis from start to finish.

Reducing User Pain Points Telecom

The client is the oldest mobile telecommunications provider in Malaysia. Being one of the very few companies in Malaysia to originally obtain a cellular phone license, it successfully introduced mobile telephony in Malaysia through its ART-900 service, using the first generation Extended Total Access Communication System specifications of the United Kingdom, a derivative of the Advanced Mobile Phone System technology. The company now provides a variety of business services such as Prepaid and postpaid services, Broadband services & Mobiles/ electronic gadgets.

The client wanted to execute different campaigns for customer retention of various parameters such as based on offers, mobile, and many more. Xerago’s solutions helped the company to retain the existing ones; additionally helped to capture customer which ultimately increased ROI.

Challenges

  • Company was facing issues in retaining the existing customer in the network. The overall renewal of contract was witnessed stiff curve. Additionally, the client wanted to a have a full-fledged synchronized marketing strategy to deliver the optimum solutions with excellent quality as a prime motto
  • Company wanted to increase the revenue by migrating the consumers to a higher plan. Client wanted to up-sell its products/ services to the existing loyal customers.