Converging cloud natives charge Kiwis with instant gratification
Vodafone NZ is working with IBM and Matrixx Software to build a universal model of digital commerce for all post-pay, pre-pay, wholesale and IoT customers. The objective is to gradually replace and modernise Vodafone’s charging system in order to give customers a ‘transformed digital experience’. In layman’s terms that’s instant bill paying gratification.
Simplify the digital experience
Asked to explain that saves time or money for the commuter on the Christchurch omnibus, Matrixx Software’s VP of Brand and Communications, Kevin Susman, said Vodafone customers won’t just find it easier to access to accounts, but they’ll get better and more valuable information when they do. It’s based on the product strategy that Vodafone has already used: “A key part of the real-time experience is that the information is always accurate regardless of which channel the customers prefers to engage with. Can you view usage? Yes. View balances? Yes. See contextual offers that offer greater value? Yes,” said Susman.
Does this put users back in control? Can Vodafone help people get on top of their digital life, which is getting out of control, so they can keep tabs on all the money that leaks out of their bank accounts on automatic subscription renewals.? Will it help them ensure they pay their credit card bills on time? The Vodafone rationale is that the more daylight that is shed on a subscriber’s digital life, the less likely they are to lose money.
“Some of [these ideas] ideas you suggested are ecosystem plays and bigger strategic decisions that a telco might make,” said Susman, “though ironically, should they decide to launch a FinTech, our platform would be able to deliver the capability to support that.”
Vodafone gets new options
The benefit to Vodafone is that it can get on with packaging and product design. “Instead of being restricted to the current pricing models and go to market strategies, Vodafone New Zealand will have time to experiment with new offers that can generate incremental revenue gains, on the one hand, and new market opportunities, on the other,” said Susman.
Andrew Haddad, Vodafone NZ’s Chief Information Officer, said both Matrixx Software and IBM are proven and reliable collaborators with global credentials and will play a key role in helping further improve customer experience elsewhere. “Paying bills is never the most exciting part of any customer relationship, but it’s an incredibly vital one for any business. Matrixx and IBM supported Vodafone NZ with charging solutions for our post-pay and wholesale customers for eight years and I’m excited to extend our collaboration to benefit our pre-pay customers,” said Haddad.
Martrixx and IBM are net promotors
Matrixx and IBM have previously helped Vodafone NZ cut customer defections by raising its net promotor score. They helped the telco be first to market in New Zealand with enterprise data sharing. Steve O’Donnell, IBM Consulting Managing Partner, New Zealand says the pace and demand for digital transformation continues to accelerate, making strategic relationships even more critical in helping organisations get to value quickly.
Help 5G fulfil its promise
“To realise the promise of 5G within the next few years, decisions need to be made today with the right technology solutions, skills and support to execute and succeed. Systems integrators like IBM can help organisations like Vodafone NZ to co-create unique solutions to business problems, while supporting them on their transformation journeys, help them reduce costs and unlock new revenue streams.”
Dare to be simple
The extension to the collaboration means Matrixx can streamline and simplify Vodafone NZ’s infrastructure and open opportunities for new products and services, according to André Gunnberg, Matrixx’s Chief Revenue Officer. “Our digital commerce platform will consolidate multiple charging solutions onto a single instance with sub-domains for each business unit, optimising costs and gaining significant operational efficiencies thanks to simpler and cheaper operations,” said Gunnberg.