Mobile Network Operator Case Study
Overview
A top-tier Italian mobile network operator, renowned for its commitment to customer satisfaction and innovation, sought to enhance its service offerings by introducing advanced device protection and lifecycle management solutions. The company was determined to multiply customer lifetime value (LTV) and expand its addressable market through a more comprehensive approach to device management. Partnering with bolt, the operator successfully implemented a range of innovative device lifecycle solutions that not only boosted sales and customer loyalty but also established the company as a market leader in providing superior device protection services.
The challenge
As one of Italy’s leading mobile network operators, the company had long been committed to delivering high-quality services to its customers. However, the increasingly competitive telecommunications market demanded more than just basic device protection. The operator needed to differentiate itself by offering a more robust and flexible device lifecycle management program that could appeal to a broader customer base. This required the ability to provide seamless, non-insurance-based device protection options and a simplified customer journey that would enhance customer stickiness and reduce churn.
What we delivered
bolt collaborated closely with the operator to design and implement a suite of innovative device lifecycle solutions, including options for device exchange, upgrades, trade-ins, and open enrollment. These offerings were seamlessly integrated into the operator’s existing infrastructure, covering over 4,000 stores, including owned, franchisee, and multi-brand locations. The solutions were further supported by bolt’s proprietary “Click to Protect” digital sales journey, which was specifically designed for aged devices, helping to expand the operator’s addressable market and increase sales growth.
Results
The implementation of these device lifecycle solutions led to remarkable outcomes for the mobile network operator. The company experienced a fivefold increase in sales, a testament to the effectiveness of the new offerings in driving customer engagement and revenue growth. Additionally, the Net Promoter Score (NPS) for the operator’s services surged to over 50, reflecting a significant improvement in customer satisfaction and loyalty. The operator also achieved a stable service fulfillment cost structure and maintained a high service acceptance rate, with 99% of service requests processed within 24 hours. These results underscored the success of the partnership with bolt in delivering innovative solutions that not only met but exceeded customer expectations.
Fivefold increase in sales after implementing device lifecycle solutions.
Increased net promoter score to over 50.
99% of service requests processed within 24 hours.
Program set up and launched within 5 months
Conclusion
This case study demonstrates how bolt’s device lifecycle solutions can help mobile network operators enhance customer value, drive sales growth, and improve customer loyalty. By integrating advanced device protection services and a streamlined customer journey, the leading Italian mobile network operator was able to strengthen its market position and deliver exceptional value to its customers. The success of this partnership highlights the transformative impact of innovative device lifecycle management in the highly competitive telecommunications industry.
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2 December 2024