Emtel Case Study

Offering Emtel Case Study

Founded in 1989 in Mauritius, Emtel is a telecommunications company. The company was the first mobile operator in the country.
Since its inception, Emtel has grown to become one of the leading telecom service providers in Mauritius, offering a range of services including mobile, fixed line, internet, and enterprise solutions.
The company is known for its innovative and reliable products and services, such as its mobile money platform, and its wide range of data plans and packages, that cater to both individual and business customers.
Additional to its services in Mauritius, Emtel also has operations in several other countries in the region, including Madagascar, Reunion Island, and Rodrigues. The company has partnerships with several international telecom companies, allowing it to offer global connectivity to its customers.

Telecommunications

Android, IOS (Native), Laravel, SOAP, 3rd party Payment Integrations

6 months Software Development and Ongoing Support (3 Years)

Project Details

The client was seeking a one-stop shop for all telecommunications needs; offering a wide range of products and services for individuals, enterprises, and homes through an application. The client further wanted a platform with its own billing solution and real-time customer insights.

The client did not have any consumer-facing digital applications.
Additionally, Emtel did not have its billing solution, instead, the existing system was routed through the Ericsson payment and billing module.
The key challenge with this system was that the consumer did not have an access to their real-time consumption of services which led to user dissatisfaction.
Emtel was not able to cross-sell or upsell its services as there was no real-time visibility of customers’ usage.
The other key challenge was to comprehend the backend engine built by Ericsson and integrate it with the proposed application.

Big Oh assessed the entire architecture and created Restful APIs.
We created a middleware written in LARAVEL that could convert data from SOAP to JSON and vice versa so that the systems (Ericsson and Emtel) could seamlessly talk to each other.
Additionally, we built a consumer-facing digital application (Android and IOS Native)
Big Oh custom-created Content Management System (CMS) for Usage and Retention/ Marketing so that Emtel can create on-the-fly offers for its consumers.
A store locator solution was developed to map nearby stores for their consumers.
We also developed a consumer-facing in-app wallet and self-care portal for the client.

With Big Oh’s solution, there was a direct impact on the business growth- sales increased by multiple folds.
The application facilitated greater customer satisfaction which further led to higher customer retention.
Real-time offer management led to higher average revenue per user (ARPU).
Accurate billing and usage details led to a reduced number of customer care calls which in turn led to higher cost savings.
The number of features and flexibility with the plans led to more customer acquisition.