Robi Axiata Limited (Robi), a subsidiary of Axiata Group Berhad Malaysia, is expanding its enterprise business, gaining subscriber market share and positioning itself as the second-largest operator in Bangladesh in terms of revenue market share. In order to keep growing, Robi is focusing on improving the end-to-end customer experience, capturing new revenues and driving business efficiencies. As part of its comprehensive program, Robi partnered with Netcracker to implement new business processes and technologies that would enable a more efficient approach to revenue and customer management.
Netcracker extensively supported Robi to improve its business and IT billing processes to drive further growth and market differentiation. Netcracker completed a large-scale order-to-cash and customer care transformation in just eight months and introduced a new revenue management solution that has helped Robi rate and charge a variety of personalized residential and enterprise services in real time. Netcracker also introduced new partnership opportunities for Robi, which will minimize revenue loss and reduce costs through the use of a single, scalable platform.
In addition, Netcracker helped implement a customer management solution, which has reduced the time needed to train customer service representatives (CSRs) and has provided Robi’s reps with comprehensive views into subscribers, enabling them to respond more quickly to customer demands.
“Netcracker is a clear choice for us as we improve post-paid billing and customer care functionality to meet our rapidly expanding footprint of customers. They have vast experience in both complex billing and customer care, and are a trusted name in the industry.”
— Asif Naimur Rashid, Executive Vice President at Robi
About Robi Axiata
As the joint venture of Malaysia’s Axiata Group Berhad and Japan’s NTT DoCoMo, Robi Axiata is one of the leading mobile operators in Bangladesh. It provides high-speed Internet, voice and personalized telecommunications services to more than 25 million customers and supports the widest international roaming coverage in Bangladesh, connecting 600 service providers across more than 200 countries.