Page 72 - SAMENA Trends - August 2020

ARTICLE SAMENA TRENDS

ARTICLE

A Post-pandemic Era: How Telecom Operators are Dealing

With the Challenges of the New Reality

Connectivity is vital to everyone, from
emergency services to ordinary people
who have to work remotely and move their

professional and social lives online. This
situation has been a stress test for CSPs as
well, since it has brought with it changing
traffic patterns and new congestion in
residential areas.

This article examines some of the ways CSPs can handle the
challenges that the post-COVID world has brought, like maintaining
connection stability and providing exceptional customer service
during tough times. Most of the examples here are drawn from Russia
and the CIS, but any company worldwide can use these examples to
deal with new challenges and boost their business.

Contactless is key to success
Unfortunately, the pandemic has made real-life interactions very risky.
This has led to innovative examples of CSPs using eSIM technology,
which allows them to attract new subscribers without the need for
physical shops. People’s usual travel plans are now on hold, making
eSIM a go-to method for attracting new home-bound customers for
Artemy Ustimenko CSPs and MVNOs.
Product Development Manager
Nexign Telcos in emerging markets should also make sure their BSS supports
the latest payment methods, so customers can pay for their services
online and won’t have to leave their home to get pre-paid cards. CSPs
can also drive the development of e-commerce technologies and new
consumption models.

Case study: Uzbektelecom
Uzbektelecom, the largest telecom operator in Uzbekistan, wanted
to provide uninterrupted service to all their clients, no matter what
payment method they were using. The company gave all fixed
broadband and ITPV subscribers a grace period of 2 months, which
helped customers ensure connectivity even if their bills were not paid
on time. CSPs can use the experience of Uzbektelecom to build trust
with subscribers, especially in markets where penetration of new
payment methods has so far been limited.

72 AUGUST 2020