Rating: Processes that took up two days now take just minutes
i-wireless, a US based MVNO (Mobile Virtual Network Operator), found itself in dire straits when it rolled out a loyalty rewards scheme for the Kroger family of retail outlets in the USA. Instead of boosting loyalty, the programme created massive customer dissatisfaction – damaging the brands and increasing calls to customer support. The reason was that processes could take between two hours and two days. That was until Redknee stepped and the whole thing took only minutes.
Consequently customer calls to the complaint centre dropped significantly and satisfaction levels increased across the USA.
No longer did customers at 2,200 of Kroger’s US stores feel short-changed and frustrated at not being able to cash in their credits.
i-wireless reacted swiftly to reverse a damaging situation by turning to billing specialist, Redknee ,to provide a converged billing solution enabling the MVNO to take control of its own billing operations.
By instigating its own low cost billing and rating solution, within a few
weeks i-wireless had the loyalty programme was back on track.
Before this, rather than rewarding their customers, the programme ran the risk of alienating the loyalty of both i-wireless and Kroger customers.
However, Redknee’s out-of-the-box solution provided i-wireless with a comprehensive set of partner management tools and back-office support to operate totally independently.
It no longer experienced delayed rating and billing issues plus significant revenue leakages.
“We selected Redknee for its unparalleled reputation to enable operators to enhance the subscriber experience,” remarked
Laurie Tappel, i-wireless’ operations director.
Tappel added, “Much of our success can be attributed to the agility and reliability of the Redknee platform.”
“In the first six months of operation, we have yet to experience an outage. That’s great for us operationally, but even better for our customers.”
In fact, so impressed was it with the service that i-wireless is now acting as an MVNE.
It can now providing a multi-tenancy agreement to other wholesale providers to plug into its state-of-the -art converged billing solution.