Customer care is increasingly important in the booming Moroccan mobile market and Meditel recognized the need to deliver its clients with the best possible end-user experience and customer service. The mobile market in Morocco has witnessed a tremendous increase over the last few years. By March 2007, the company boasted 5 million more users compared than the same period in 2006, increasing from 12 million to 17 million subscribers overall. Advanced services such as push-to-talk, picture messaging and internet browsing are steadily gaining popularity in Morocco and users increasingly expect their mobile devices to be as user-friendly as possible, with all of the technology options of a PC. Remote configurations and updates are a key factor in achieving this.
It is in that respect that Meditel, one of Morocco’s leading operators has acquired the Device Management Center (DMC) from Sicap, a leading mobile payments and device management specialist. According to Meditel, the newly acquired solution will enable the operator to provide a cost-effective and easy-to-deploy tool for customer care, enabling Meditel to deliver GPRS updates directly to the client's handset following a client enquiry to the customer care centre, remotely configuring it for the optimized use of multimedia services. In addition to reducing the time spent on customer care configuration queries with this DMC upgrade, Meditel will be able to increase customer satisfaction, encourage usage of services and reduce churn.
Swapcom, the mobile middleware architect specialist which Sicap acquired in 2006, provided Meditel with the original version of the DMC in 2004. This latest DMC upgrade, which is fully hosted by Sicap, provides Meditel with an ideal platform to introduce automatic device detection and management features, also available as part of the DMC solution, at a later stage.
"Our first priority is always to provide our clients with the services they want, along with the best quality of customer care,” says Inigo Serrano, CEO of Meditel. “We are now able to remotely deliver settings and upgrades quickly and at little or no cost, with the extra benefit of fostering loyalty among our clients and enabling the usage of more mobile services."
Sicap CEO Dominique Schmid says that “Moroccan consumers are increasingly demanding access to exciting services and will be disappointed if their handset cannot easily be configured to allow this. As experts in device management, and long-term Meditel partners, Sicap was able to deliver the expertise and knowledge required."
Specialized in mobile technologies, Sicap enables operators to achieve real time converged business, whether by dynamically charging subscriber accounts or by directly updating their device and SIM configurations. The product portfolio extends to include software which facilitates business transactions and processes between mobile network operators and their partners.
With the new solution, Meditel, a Moroccan global telecommunications operator, seeks to further enhance its market position as one of the leading telecoms firms in the North African nation. Today, Meditel has a customer base of about 6 million subscribers and generates revenues exceeding Moroccan dirham 4.7 billion ($590 million).