interfaces

mvnopartners provides a fully integrated business and operational MVNO solution that has operational, technical and business process components. We have an integrated base-lined end-to-end management processes that can be configured for our MVNO clients to create a compelling, differentiated customer experience. This base-lined solution includes governance policies and processes to cover relationships with the mobile network operator and other partners.

The diagram here provides a high-level overview of our operational platform architecture. It details how it interfaces into other components of the service offering to end customers. In brief summary, they are:

customer care

Our Customer care team manages all elements of the customer lifecycle, i.e. sales and pre-sales, order capture, order fulfilment, billing and payment collections, ongoing customer care support, problem management, customer termination and post-termination win-back activity.

The team has a fully-populated knowledge management database and also graphical user interface (GUI) access to our subscriber management and billing system. Our UK operation is the hub of our customer care activities, but as our contact centre technology is IP based, we can site operations anywhere in the world. This means that we can create a Customer Care capability local to you, but supported by our experienced UK team.

We are able to provide 24 hour support 365 days of the year and we currently support 16 different languages.

The customer care IVR interfaces into the subscriber management and billing system to enable self-service via IVR
A customer care agent GUI interfaces into the subscriber management and billing system to enable data entry and querying
A process interface exists between the customer care team and the various third party partners, including the Mobile Network Operator for problem management purposes.

subscriber billing and management

Our subscriber management and billing system enables us to provision and manage subscribers and accounts, charge for services and capture customer notes for customer care purposes. This system is also an excellent transaction processing engine.

mvnopartners has automated many of the customer care processes in order to reduce the cost per subscriber that we charge to our MVNO clients. This cost-saving focus is part of our smarter working ethos that helps us to pass savings onto our clients.

Customer care IVR to enable customer self-service via IVR
Our web shop, an online store that enables customers to buy our MVNO clients’ communications services
Our MVNO client’s bank account, allowing customer payments to be paid direct to the MVNO client
Internet-based customer self care: secure, online customer-driven self-service
Print and fulfilment house: to enable invoices and other communications to be sent to end customers
The banking network and credit and debit card bureaus: to enable payments to be claimed on behalf of the MVNO client either on a “one off” or on a recurring basis
SMS, MMS Bureau and E-Mail server: to enable marketing and other communications to be sent to end customers by our MVNO client
Credit reference agencies: to enable credit checks to be performed on new customers as required by our MVNO clients’ credit management policies
Logistics warehouse: to enable equipment orders to be transmitted to the logistics warehouse as well as vital provisioning information to be returned to the subscriber management and billing system. This system also receives reverse logistics orders and provides vital stock management information
Mobile network operator: to submit provisioning and service change commands and to receive call detail and other transaction records for rating, billing and statement production as well as pre-pay top-up management
Appropriate non-MNO applications platforms: to submit provisioning and service change commands and also to receive call detail and other transaction records for rating, billing and statement production