Telenor Selects Wavetec’s Telco Wallet Self-Service Kiosk Solution For The Nationwide Rollout

Wavetec has efficiently improved Telenor Pakistan’s customer experience by contributing towards the digitalization of Telenor Pakistan’s operations.

Challenges/Pain Points

Following are some challenges faced by Telenor Pakistan;

A limited number of franchises and workforce to reach all customers
Inefficient utilization of available resources
Franchises operating only during business hours limiting 24/7 access to sales and services

Manual transactions requiring more human resources
Need for improving Cash Management and Operations Management for Easypaisa*
Absence of 24/7 digital services platform for customers

Needs improvement on Customer Feedback Management
Absence of Real-time data analytics tool to analyze customer feedback
A huge gap between the number of franchises and a growing flow of customers at the stores

Lengthy processing time on every transaction processed manually
High rate of human errors while serving customers
The high cost incurred in maintaining the franchises and workforce

* Easypaisa is a Pakistani mobile wallet, mobile payment services provider.

Wavetec Self-Service Telecom Kiosk Solution

Engaging customers, efficiently dealing with their needs, and providing instant services, are all concerns which Telenor had and Wavetec accordingly developed and implemented customized solutions for Telenor to help them optimize the operations and improve the customer experience.

Wavetec designed, manufactured, and installed self-service kiosk solutions for Telenor – A One Stop Solution, due to the fact that these advanced kiosks aim to give customers choice and flexibility to carry out their transactions through a more convenient channel, bridging the gap between the online and physical world, providing a complementary channel in branches or off-premise locations.

Wavetec singlehandedly installed 10 self-service kiosks for Telenor Pakistan across the country in major cities such as Karachi, Lahore, Islamabad, Faisalabad, and Peshawar.

Self-service kiosks offered Telenor a modern modular design with an array of components for custom configurations offering consumers the convenience of bypassing teller lines and quickly completing typical branch transactions, SIM dispensing, duplicate SIM issuance, bill payment, funds transfer, renew SIM, top-up mobile balance, change package plan, cash withdrawal and mobile payments.

These intelligently designed solutions have a variety of amazing features such as cash acceptance, change dispensing, real-time SIM registration, and biometric verifications.

Through the self-service kiosk, Telenor resolved its major challenge of digitalization and automation concerning its operations and transactions. 90% of the workforce at Telenor was engaged in manual client services such as account opening, sim dispensing, cash disbursements, etc. thus losing their focus on the parameter of customer satisfaction.

Wavetec has acquired a massive project with Telenor where more than 60 SIM dispensing kiosks will be placed in franchises and public areas.

Benefits Provided to Telenor
through Self-Service Kiosk

Designed and manufactured emphasizing customer experience at the core, the kiosk features a contemporary design and offers innovative self-service options. Following are the benefits which Telenor achieved through self-service kiosk;

Reduction in wait & service time
Reduced workforce and operational cost
Overall real-time visibility of cash management of Easypaisa

An easy and convenient way for Easypaisa customers to perform transactions through a digital wallet system
Operational capability to serve customers 24/7
Advanced and intuitive interface for a smoother experience with multiple service options.

Higher customer satisfaction
Increased revenues and productivity
Efficient utilization of resources

KEY FEATURES OF SELF-SERVICE KIOSK

• Ability to dispense and activate new SIM, renew SIM, top-up mobile balance, change telecom package plan, feedback management.
• Real-time analytics monitoring results in smoother operations.

• Email and SMS alert generation categorized into Hardware, Inventory, and Software ensuring constant monitoring and subsequent maintenance of the kiosks.
• Display of promotional material on the kiosk and Inventory alerts.

• Password-protected locked vaults for cash and SIMs with anti-theft alerts.
• The option of placing an order for Telenor’s mobile phones and the availability of comparison for all the related features of the mobile contributes towards the successful sale of Telenor’s mobile phones.
• Intimation if the kiosk switches off, and an alert is generated whenever the kiosk door opens.

Conclusion

Telenor Pakistan’s decision to choose Wavetec Self-service SIMs Dispensing Kiosks turned out to be the catalyst in creating one of the most remarkable solutions in the self-service division.

This solution has facilitated hundreds of thousands of Telenor’s customers across the country. Moreover, it has augmented the quality of customer experience by creating multiple easily accessible customer touchpoints. Furthermore, Wavetec’s business intelligence tools have helped Telenor perform detailed data analytics on the customers’ feedback, customer traffic, and the kiosk’s ease of access.

As more of Telenor’s customers approach these self-service booths, the satisfaction rate has risen substantially over the past six months. Because of the extensive effort, Telenor is putting into making each individual customer’s experience better, customers have become more loyal to Telenor. Word of mouth has reached customers of other Telco’s and Telenor’s customer base has grown largely as more people migrate to their network every day.

Wavetec is counted among the global leaders in providing customer experience solutions. It has an impressive and ever-growing product portfolio with leading organizations as its clients.

Collaborating with Telenor Pakistan, a telco with a prominent and powerful presence in the Telecom Sector of Pakistan has proved once again that Wavetec’s global prominence is unprecedented in the field of Self-service Kiosks.

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