Agentic Customer Service Automation for MVNOs
Automation that delights your customers and helps contact centre agents do their best work.
MVNO customer service teams are being put to the test
MVNOs in the UK are growing – fast. They added over 1.2 million customers in the last year alone.
Customers are making the switch to MVNOs for their affordable plans and superb customer service. But as the subscriber base grows, so does the pressure on customer service teams.
More customers translate to rising case volumes, longer wait times, a need for more manpower, and higher operating costs for the contact centre. These factors make it that much harder for MVNOs to continue delivering winning customer experiences without compromising on the affordability of their plans.
Harder, yes. Impossible, no. And here’s why…
The role of self-service and agentic automation in the revenue growth of UK MVNOs
It’s no secret that modern consumers want fast, seamless, and personalised experiences. However, delivering these experiences at scale is increasingly challenging for growing MVNOs — frictionless, tailored customer service requires larger budgets and more manpower.
Introducing automation into the mix and enhancing self-service experiences drastically levels the playing field.
Eliminate long waiting times by introducing self-service options for simple queries—think billing inquiries, package information requests, service cancellations – giving subscribers the quick, frictionless experiences they expect.
Automation paves the way for contact centres to increase their agility and scalability by reducing inefficiencies. Each customer lifecycle contributes to various repetitive, laborious processes, presenting operational challenges for the MVNOs.
Automation lets customer service functions automate repetitive tasks and entire back-end processes, while helping human agents deliver superior experiences. In an intelligently automated contact centre, digital bots retrieve customer data and display it on the agent’s screen, eliminating hold times.
Why us?
The technology required to transform an MVNO’s customer service isn’t new; chatbots, conversational AI, and intelligent automation have been widely available for at least a decade. The availability of technology isn’t holding MVNOs or MNOs back.
In our experience, the pillars of successfully automating customer service in telecommunications are:
A holistic understanding of processes
M.M.’s experience in the telecommunications industry means our consultants work as an extension of your team, helping you discover use cases, qualify them, and define a pathway to automation.
Digital transformation strategy
We don’t just help our clients out with the technical aspects of implementation automation; our experienced consultants work closely with your team to refine and implement your MVNO’s digital transformation strategy.
This includes use case prioritization, planning different stages of implementation, estimating and proving ROI, optimization – you name it.
Knowing your customer
Don’t guess how your customers feel about automation; observe, measure, and know for sure. Our consultants work closely with your customer service leaders to interpret data from your existing systems and the technology we deploy, to analyze subscriber behaviour.
Learn how M.M.’s solution architect turned insights into action, helping a European MVNO reduce its customer service costs by 10% in one year despite a 20% increase in its subscriber base.
How it works — M.M.’s done-for-you customer service automation
We’re not just here to deploy customer service automation; M.M. is committed to working closely with your team at each stage to successfully roll out the automation plan. Here’s how our done-for-you services work:
1. Initial consultation
Meet with one of our experienced telecommunications consultants. They’ll identify the right automation use cases that can deliver the most business value, and help you select critical KPIs to prioritise.
2. Proposed approach
After you approve the use case and KPIs, we’ll propose an approach, including technologies to consider and functional areas to prioritise.
3. In-depth discovery
We’ll bring our analysts in for process mining. They’ll leverage data, talk to your operations teams, and work with your team to re-engineer and optimise the selected processes.
4. Requirements building and formal offer
After we’ve thoroughly evaluated your processes, we’ll outline the automation scope based on your requirements and draft a formal contract/process design documentation.
5. Implementation
We’ll automate the selected processes and use cases in stages, prioritising them based on agreed metrics.
6. Delivery
After confirming that the automated processes are performing as intended, it’s time to go live.
7. Monitoring and optimization
Our team will remain in contact with your customer service leaders and process owners to ensure the relevant KPIs are met, by monitoring the performance of automations and observing customer behaviour. We’ll help you select new opportunities, refine existing automations, and determine measurable benefits.
8. Support services
Need further assistance after the automations are delivered? M.M. provides L1 and L2 support if and when you need it.
