Blue Label Telecoms
A specially customised deployment of Microsoft Dynamics CRM and Dynamics NAV assisted Blue Label Telecoms to streamline business processes and customer management
Blue Label Telecom’s core business is the virtual distribution of secure electronic tokens of value and transactional services across its global footprint of touch points. The group’s headquarters are in Johannesburg, South Africa and also has operations in India, Mexico and the UK. Its strategy is to extend these touch-point terminals both organically and acquisitively to fulfil the significant demand for the delivery of multiple prepaid products and services through a single distributor, across various delivery mechanisms and via numerous merchants or vendors.
Within emerging and developing economies, the supply of products and services via prepaid channels is becoming an increasingly significant distribution model. This is because the distribution of physical product is often logistically difficult and a significant portion of the consumers in these markets are unbanked or badly banked and therefore, have to transact in cash as many do not qualify for credit.
Core products are prepaid airtime and data for all mobile networks, prepaid electricity via online and offline vouchers, bill payments/financial services, including card acquiring and acceptance, utility bills and other accounts like DSTV and traffic fines, ticketing such as transport (bus, trains, aeroplanes), events and entertainment (festivals, exhibitions, concerts, sports, football, cricket) and vouchers such as shopping vouchers, prepaid pay TV, Lotto and gaming.
Business Situation
The group currently handles over 400 million separate transactions per month and processes about 90 million bulk print vouchers per month across 150 000 points of presence in South Africa. Numerous acquisitions over thirteen years of business led to a vast number of bespoke developed systems and databases, with no clear view of customer records across these multiple data entities.
Business Solution
As Strategix implemented the group’s enterprise resource planning system, Microsoft Dynamics NAV, we were requested to implement a customer management tool, Microsoft Dynamics CRM, to consolidate data from the various disparate systems and related customer records.
A number of Microsoft Dynamics CRM and NAV solutions have been delivered by Strategix to streamline and improve Blue Label Telecoms’ processes and procedures to ensure that they stay the market leader.
The custom-built solutions implemented include call centre management (case creation/logging via SMS and USSD case resolution); debtors management (integrated with Microsoft Dynamics NAV); customer vetting (RICA and FICA legal requirements) and device management.
The Microsoft Dynamics CRM and NAV solutions that Strategix implemented and maintains touches every aspect of the group’s day-to-day operations.
