Mobile Lifecycle

Expand your brand.

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 customers’ perspective. From their point of view, the
process has four stages:

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.

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.

Diagram

What next?

See our viewpoints for examples of how some organisations could benefit from going mobile.