Emtel Case Study

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The client did not have any consumer-facing digital applications.

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Additionally, Emtel did not have its own billing solution; the existing system was routed through the Ericsson payment and billing module.

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The key challenge with this system was that consumers did not have access to real-time consumption of services, leading to user dissatisfaction.

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Emtel was unable to cross-sell or upsell its services due to the lack of real-time visibility of customers’ usage.

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Another key challenge was to understand the backend engine built by Ericsson and integrate it with the proposed application.

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BigOhTech assessed the entire architecture and created RESTful APIs.

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We developed a middleware written in LARAVEL to convert data from SOAP to JSON and vice versa, ensuring seamless communication between Ericsson and Emtel systems.

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Additionally, we built a consumer-facing digital application (Android and iOS Native) and custom-created a Content Management System (CMS) for usage and retention/marketing, enabling Emtel to create on-the-fly offers for its consumers.

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We also developed a store locator solution to map nearby stores for their consumers, along with an in-app wallet and self-care portal for the client.

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With BigOhTech’s solution, there was a direct impact on business growth, with sales increasing significantly.

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The application facilitated greater customer satisfaction, leading to higher customer retention.

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Real-time offer management led to higher average revenue per user (ARPU).

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Accurate billing and usage details reduced the number of customer care calls, resulting in higher cost savings.

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The number of features and flexibility with the plans led to increased customer acquisition.