Vodacom Lesotho Taps Sicap for Customer Engagement

Vodacom Lesotho has replaced its legacy device management system with Sicap’s next generation device management solution.

The new solution adds customer insights and engagement automation functionalities for relevant mobile marketing and pro-active customer care with automated activation of end-user services.

Sicap’s solution combines its cloud-based Device Management Centre (DMC) with a context-aware customer insight and engagement automation solution known as TargetMe to replace a legacy device management system.

The new systems enable Vodacom Lesotho to collect and analyse customer data and information on real-time events during the device detection process. The solution utilizes the device detection and characteristics data to provide the operator with detailed, real-time analytics and segmentation of its customer base.

For African mobile providers the improved customer engagement functionality will enable delivery of personalized customer engagement messages targeted per customer segment basis. The delivery of messages is triggered automatically when a subscriber belonging to any target segment is detected. The TargetMe solution can automatically trigger system notifications to activate new services, price plans or pre-paid top-ups based on event triggers.

Vodacom Lesotho can now fully automate the configuration of its 1.3 million customers’ handset settings, which saves costs by reducing problem calls to its care centres. The new customer insight and engagement automation enables the company to grow sales with the adoption of new services through timely and relevant promotion messages via the automated activation of services.

Tsepo Thabisi, Executive Head of Consumer Business and Customer Value Management at Vodacom Lesotho believes that automated device configuration is a fundamental network function for African mobile operators to help the many subscribers using low-quality handsets to get connected to a network. “We can configure handsets for our network, and increase customer lifetime value by automating the promotion and activation of new value-added services and pre-paid top-ups”.

Markus Doetch, Chief Executive Officer at Sicap commented “Vodacom Group is the leading mobile service provider group in the Sub-Saharan African region and Vodacom Lesotho, as the largest operator in Lesotho, is a key milestone for Sicap’s TargetMe solution. Sicap is proud to provide the power of automated and context-aware customer engagement to Vodacom Lesotho’s clients.”

Sicap’s Device Management Centre is currently used by more than 70 mobile service providers in 40 countries. Over 10 service providers use TargetMe, making it the world’s most deployed next-generation device management solution.

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