When Mobile Virtual Network Operator (MVNO) i-wireless rolled out a loyalty rewards scheme for the Kroger family of retail outlets in the US, it experienced delayed rating and billing issues with significant revenue leakages. More importantly, it left the customers across 2,200 of Kroger’s US stores feeling short-changed and frustrated at not being able to cash in their credits.
As loyalty schemes went, it failed to deliver. Rather than rewarding their customers, it ran the risk of alienating a loyal customer base. i-wireless acted swiftly to reverse a damaging situation by turning to billing specialist Redknee to provide a converged billing solution to enable it to take control of its own billing operations.
By instigating its own low cost billing and rating solution, within a few short weeks the loyalty programme was back on track. Processes that took between two hours and two days now took just minutes. Customer calls to the complaint centre dropped significantly and satisfaction levels increased across the country.
The service has proved to be so flexible, i-wireless is now acting as an MVNE and providing a multi-tenancy agreement to other wholesale providers to plug into its state-of-the -art converged billing solution. Redknee’s out-of-the-box solution provides i-wireless with a robust set of partner management tools and back-office support to operate totally independently.
Laurie Tappel, i-wireless Operations Director, said: “We selected Redknee for its unparalleled reputation to enable operators to enhance the subscriber experience. 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.”
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