See what elements you need to control.
Offering a mobile network service is about giving your customers a better experience, delivered through your brand.
Customer experience
Let’s look at things from your customer’s perspective.
It’s a simple four-stage process:
Buy ► Use ► Pay ► Care
BUY a SIM card, handset, or starter pack
USE for calling, SMS, or other services
PAY recharge or other payment method
CARE get advice with questions or problems
There are different ways of handling each stage: from the internet through to stores, other points of sale, invoices, care centres, and the handset itself.
You’ll need to consider your own core strengths.
For example: Do you manage your own retail outlets? Do you already have a billing relationship with your customers?
Then you can decide which elements to outsource according to the business model you choose.
For example: Do you manage your own retail outlets? Do you already have a billing relationship with your customers?
Then you can decide which elements to outsource according to the business model you choose.
Behind the scenes
Many things have to happen to provide a basic service. Once that’s in place, you need to make sure your service is reliable, seamless and efficiently run.
This diagram shows all the major elements from mobile network to the customer experience.
What you need to do
You roll out your mobile network in three clear stages.
For easy reference, we’ve created this guide to mobile lifecycle. *
* You’ll find all one-pagers in our downloads section.