Ncell embarked on a strategic journey towards digital transformation to align with their vision and the overarching objectives of the Axiata Group. However, they faced a significant challenge in the form of an outdated selfcare app. This legacy application presented a multitude of issues, including confusion among users due to poorly placed products and services, an unclear buying process, and a lack of customer-centricity and user-friendliness. These challenges hindered Ncell’s ability to provide advanced digital solutions and jeopardized their mission to create value for their customers through ethical and quality telecommunications services.
Ncell recognized that the key to their digital transformation lay in revamping their selfcare mobile application. This application served as the linchpin of their customer management ecosystem, offering improved customer satisfaction and streamlined access to products and services. The overhaul of the Ncell selfcare mobile app was pivotal in addressing the inefficiencies plaguing the previous platform.
The newly revamped selfcare mobile app brought forth a multitude of enhancements. It resolved the confusion that had marred the user experience with the previous version, strategically placing products and services to improve clarity. The buying process was refined, emphasizing customer focus and user-friendliness at every step. This transformation allowed Ncell to realign its overall value proposition with the evolving needs and expectations of its customer base.
By investing in this digital solution, Ncell not only eliminated previous bottlenecks but also paved the way for a seamless and customer-centric approach to telecom services. The Selfcare Framework became the cornerstone of Ncell’s digital evolution, propelling them closer to their vision of a connected, digitally empowered Nepal.
Ncell saw a significant shift in customer preference, with non-voice services growing by 33%.
Transitioning to app-based call centers resulted in substantial cost savings, avoiding the need for call center expansion.
The selfcare app became a one-stop solution for Ncell users, simplifying access to services.
The Selfcare Framework was introduced as a new go-to market channel for Ncell.
The app had 1.2 million active users by 2022.
The platform generated 6 million unique events, reducing costs and improving engagement.
Users enjoyed improved navigation and higher satisfaction.
Ncell earned 460 million from 4.4 million product activations and 19 million from 64,000 recharges.
Collaboration between customers improved.
Ncell’s administrative and monitoring functions became more efficient.
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