Mobistar Employs Momac-Led Mobile Strategy to Reduce OPEX and Boost ARPU through Customer Engagement

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Momac, a leading provider of customer engagement interface solutions for mobile operators, and Belgian operator Mobistar have deployed an on-device self-service strategy intended to reduce overall OPEX, prevent bill shock and grow ARPU, further supporting Mobistar’s customer engagement initiative.

What we have today is an intelligent and personalised mobile interface that enables subscribers to easily manage their account, control their budget and surf without fear of bill shock." -Benoit Berthelot, Mobistar’s Mobile Data Portfolio Manager

Momac, a leading provider of customer engagement interface solutions for mobile operators, and Belgian operator Mobistar have deployed an on-device self-service strategy intended to reduce overall OPEX, prevent bill shock and grow ARPU, further supporting Mobistar’s customer engagement initiative. The intelligent mobile interface provides a real time view of customer accounts as well as individualized data and roaming recommendations and is available across all Mobistar handsets.

Via Mobistar’s mobile interface, customers have access to a dashboard of their account details, including current call and SMS values, data mega bytes consumed, and up-to-date information on all data and special roaming bundles available for subscribers to add to their current contracts. By making customer account details available on-device, Momac reduces subscriber bill shock and operator call center expenditure, while personalization of content and services increases cross and up-selling.

Mvolve, Momac’s innovative mobile platform that drives customer engagement, detects when users are roaming and suggests suitable data and voice bundles linked to different tariff options. Customers can then update and change their payment plans via the Mobistar self-service mobile site rather than by calling Mobistar’s call center.

“What we have today is an intelligent and personalised mobile interface that enables subscribers to easily manage their account, control their budget and surf without fear of bill shock,” says Benoit Berthelot, Mobistar’s Mobile Data Portfolio Manager. “The Mobistar self-care mobile site supports customer experience management and drives subscriber loyalty by offering personal self-service and appropriate recommendations.”

Joost Goeree, General Manager of Momac in the Netherlands, explains how mvolve drives customer engagement and simultaneously reduces OPEX by drastically reducing the necessity of the call center.

“Based on advanced detection rules, the mvolve platform delivers users a unique mobile experience that is personal to each subscriber,” Goeree says. “Individualised self-care is exceedingly beneficial for both the end user and the operator - subscribers are able to exert much more control over how they spend their money. In providing self-care options, operators simultaneously lessen strain on call centers and improve the customer experience by diminishing bill shock.”

Momac’s latest Mobistar project aims to transform the operator’s mobile interface into one of the primary channels through which Mobistar engages with customers. Over the next year, Momac will incorporate additional services and features into the Mobistar self-service interface as well as the development of specific Mobistar apps. Thanks to mvolve’s powerful rendering engine, the customer experience is consistent across all devices, from feature phones to the latest Smartphones.

In 2011, Momac was selected to transform the Mobistar’s entire mobile site into a CRM-driven customer-centric mobile portal that has a direct impact on sales and customer satisfaction. Today Momac manages all aspects of the Mobistar mobile portal through the mobile platform mvolve.

About Momac

Momac simplifies customer engagement for leading communication service providers. By bridging the technology gap between internal data systems, service offerings, content and on-device user interfaces, Momac allows CSP to reduce costs, increase revenue and rapidly bring solutions to market. The mvolve platform drives mobile Internet and app solutions for leading CSPs and operator groups around the world, including Orange Group, Vodafone, Téléfonica, Three, KPN, T-Mobile. Operating in 27 countries, Momac has offices in Rotterdam, London, Paris and South Florida.

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Amber Skinner
Momac
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