Case study CVM for Airtel in Ghana 2015april

Case Study Airtel - Ghana

SEDCO

Hassle-free branches and maximum efficiency with CVM Overview Business Situation

With the big number of customers visiting Airtel Ghana on daily basis, it became very difficult to manage the customers’ visit using a completely manual process that consumed the time and effort of Airtel Ghana’s staff and caused lots of inconvenience to the customers.

Solution

A powerful customer visit management solution that gives Airtel Ghana better control over their customers’ visit, and automates the flow of customers inside the branches.

Benefits

Eradicates the masses of people that formed in the branches, regulates the flow of customers inside the branches, reduces stress and anxiety inside the branch, reduces wait time, reduces costs, maximizes efficiency and optimizes the overall performance.

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Case Study Airtel - Ghana

SEDCO

Business Situation Airtel Ghana is part of Airtel Group, one of the top 5 mobile communications companies worldwide. Airtel Ghana aims to connect communities across Africa by providing affordable, relevant, and innovative mobile solutions to them. Since its establishment, Airtel Ghana committed itself to providing superb service to its customers, aiming to be distinguished regionally and globally, and to be a true partner in the social and economic development of the communities in which it operates.

Airtel Ghana originally relied on a completely manual process to handle the flow of its customers.

This presented many challenges. One of the key challenges facing Airtel Ghana was organizing the customer flow inside the branches in a smooth and easy way. Masses of customers would stand in long queues to get the service. This process is exhausting and time consuming.

Another challenge facing Airtel Ghana was the lack of an efficient way to monitor the workflow in the branches. Each branch had to be monitored and supervised separately using a totally manual method. It also did not have any sufficient tools to notify the branch managers about any problems arising in the branch in real time.

Furthermore, Airtel Ghana could not measure the performance of the employees in real time. It did not possess any reporting tools to help it assess the quality of delivered services and evaluate its employees and processes.

All these problems and challenges made Airtel Ghana look for a solution that will help it to create a hassle-free workplace that will ensure that customers flow smoothly between queues and receive services in minimal wait time, while eliminating the workload on its staff and maximizing the overall efficiency of the branches.

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Case Study Airtel - Ghana

SEDCO

The solution In order to regulate the flow of customers and maximize performance, Airtel Ghana implemented Customer Visit Management solution (CVM) from SEDCO, the leading provider of specialized IT solutions. To ensure that the solution is perfectly suited for the needs of Airtel Ghana, several steps were taken by SEDCO. At first, a team of specialists from SEDCO visited Airtel Ghana to explore and identify the requirements that will solve the current problems they were facing. Several interviews were made with the persons in charge in Airtel Ghana, and several surveys and questionnaires were conducted by SEDCO engineers. SEDCO then proposed a solution, and after obtaining Airtel Ghana's approval on the proposed solution, customer visit management system was installed in the branches.

CVM solution gave Airtel Ghana better control over their customers' visit. Service kiosks were installed in the branches. Customers enter their mobile numbers in the kiosks via a touch screen in the kiosk and choose the desired service. A ticket is then printed for them, granting each customer a unique number in the queue. The solution includes an automatic announcement system that automatically announces the number of the next customer to be served. Customers sit comfortably in the waiting area until they are called forward by the system to receive the service.

CVM solution is furnished with an advanced digital signage system, consisting of digital screens that are placed in various locations across the branches. Customers sit in a cozy waiting area and watch advertisements about Airtel Ghana and other promotional content until they are called forward to receive the service, keeping them entertained and educated. The screens also serve as an additional tool to call customers forward, by displaying queue information on the screens.

All the branches can be managed centrally from the main branch. The system allows the system administrator in the head office to view the performance of all branches and control them remotely.

The system also integrates with Airtel Ghana's back-end systems, offering better management of branches. On the other hand, the system allows the branch managers to view the performance of employees as easy to read graphical charts. It also allows for generating various reports about the performance of branches and then comparing them to Airtel Ghana's averages and targets, which helps in future planning.

The system can identify customers as names instead of ticket numbers, allowing for a more personalized service. The service employee can greet the customers by their names and give priority to certain customers based on their segment, such as VIP customers. The employees can also introduce other products and services that may be of interest to the customers based on their sectors.

Airtel Ghana benefitted from the system's customer feedback facility, which allows customers to give their feedback about the services and employees. Customers give feedback through touch feedback panels. Airtel Ghana uses this feedback to measure customer satisfaction and to evaluate its services and employees. All this feedback provides a better means for Airtel Ghana to plan a customer focused strategy.

Tailored and customized to meet Airtel Ghana's specific needs, the installed solution helped greatly in relieving the stress off its staff and allowed them to focus more on serving the customers. It created a customer friendly atmosphere where customers can systematically move between the services, with the least possible hassle and wait time.

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Case Study

SEDCO

Airtel - Ghana

Benefits After installing CVM system, Airtel Ghana was immediately able to eradicate the masses of people that formed in its branches. There was less stress and anxiety inside the branches as customers get a ticket and sit down in a comfortable waiting area until they are called forward based on their appointment time. The system keeps the customers' visit more organized and ensures that they comfortably receive the required treatment.

The system also noticeably saves time, as there is no need for the employees to handle all the phases of the customer's visit from its start to its end, which in turn elevates the efficiency of Airtel Ghana’s staff.

Furthermore, Airtel Ghana's administration is able to have a real time view for the operations and to take immediate action if necessary. For example, if the waiting time exceeds a pre-defined time, the manager is notified by the system and can take the necessary action accordingly. Managers can also see reports about the performance of the branches, such as the average waiting time, the average delay times, etc, which allows for better control of the branches.

The system also decreased the actual and perceived wait time, by deploying elegant digital screens that keep the customers engaged and entertained until their turn in the service. The system also allowed Airtel Ghana to give special attention to VIP persons by identifying them through their sectors.

The solution dramatically reduces costs as there is no need to print brochures and other promotional material. Airtel Ghana utilized the digital screens to advertise about its products and services to the waiting customers.

In addition to improving the operational processes, the system enables Airtel Ghana's administration to utilize the gathered data by the system for better resource allocation and planning.

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