CVM engagement activities
tailored specifically for the Mobile Prepaid services #

Mobile Prepaid services serve as a primary touchpoint for a vast majority of telco customers, specifically in growing markets.

Customer lifecycle #

Strategy to manage and optimize the customer lifecycle, from initial contact to purchase and beyond, by understanding and meeting customer needs at each stage with appropriate products, services, and support.

Onboarding #

Introducing new customers to the services or products, helping them understand how to use them, and setting them up for success

• • Welcome bonus
    We offer a welcome bonus of 1 day of free data to thank new users for choosing our service.
  • Welcome message and a present on sim activation
    Campaign sends a greetings message to the customer when a sim card is activated.
  • Mobile app sign-up promotion
    Guide new users through a comprehensive app tutorial on its key features and benefits. Provide a 30% top-up bonus reward upon completion…
  • End of the First Month NPS Survey
    Run an NPS survey for customers who have been using the network for more than 30 days.
  • Device Optimization Tips
    Provide a series of tips and tricks to new users about optimizing their devices for our network. For example, instructions on selecting 4G as the preferred network type, tips to save data, etc. Completion of each step could offer a small reward.
  • First Recharge Promotion
    Give a 1GB of extra data on the first recharge/top-up made by the new user to encourage an initial transaction and make them feel valued.

Adoption/ Usage #

Ensuring the customer is actively using the service or product and is getting the most value out of it

• • <Campaign examples TBD>

Up-sell #

Encouraging customers to purchase a higher-end product or add-on

• • Unlimited Voice and SMS package expiration, auto-renewal
    Send a notification to customers about a monthly package expiration and offer to subscribe for an auto-renewal by connecting an eWallet account.
  • Unlimited Voice and SMS package weekly
    Notify about a weekly package expiration and offer a renewal.
  • Unlimited Voice and SMS package daily
    Offer a daily voice and SMS package for customers who tend to buy only daily packages.
  • Monthly package expiration and auto-renew up-sell
    Send a notification to customers of a monthly package expiration and offer to subscribe for an auto-renewal by connecting an eWallet.
  • A weekly package expiration notification
    Notify customers of a weekly package expiration and offer a weekly package renewal.
  • Weekly package expiration reminder
    Offer to renew a weekly package for customers whose weekly package will expire tomorrow.
  • Daily data package renewals
    Offer a favorite daily package renewal for customers that always purchase only daily packages.
  • Unlimited 5G data on weekends
    Offer unlimited 5G data on weekends for customers who subscribe to monthly packages.

Retention #

Ensuring ongoing customer satisfaction and addressing issues that could lead to churn.

• • Top-up and get 50% extra for high risk customers
    This offer is presented for customers who have a bigger than 50% churn risk.

Cross-sell #

Recommending other relevant products or services to customers

• • Prepaid to Postpaid migration
    For customers who are most likely to migrate to Postpaid we offer a tailored postpaid plan.
  • Monthly data and gaming package
    For customers who love to play games we offer a 5G speed for a selected list of games and extra game credits.
  • Monthly data package with a free Youtube
    For customers that use a lot of Youtube we offer a special premium experience data package.
  • Monthly data package with a free Spotify
    For customers who are very likely to purchase Spotify service we offer a special Spotify data package.

Winback #

Re-engaging customers who have stopped their activities

• • A win-back call for port-outs
    A win-back call is made for high value customers that have signed up for a mobile number portability to other networks.

Renewal #

Encouraging customers to renew their contracts or subscriptions

• • <Campaign examples TBD>

Loyalty programs #

Reward repeat customers or those who make frequent purchases.

• Birthday campaign that gives 1GB birthday present
  This campaign takes all customers who are having a birthday today, and gives a 1GB of free data as a present
• Free T-shirts for customers that top-up over 100 USD
  For all customers who top-up 100 USD or more in total we send a free T-shirt.
• Anniversary loyalty reward
  For every year customers are with us, we give them 500 loyalty points.
• Get 100 loyalty points for every top-up
  Customers are added a 100 loyalty points for every top-up they make

Segment specific activities #

Activities tailored to specific customer segments, based on their unique needs, behaviors, attributes or characteristics

• Study at Home promotion with unlimited Zoom & Teams
  This is a special promotion for students that need to study from home. This offer contains unlimited Zoom & Teams data for customers that provide a valid student ID.
• Student 20GB package promotion
  Exclusive 5G data package promotion for customers with valid student IDs.

Product/ Service specific activities #

Promoting or enhancing a specific product or service

• Data up-sell for out-of-data events
  Campaign waits for out of data events, checks if customer has enough balance in account, if yes then sends and activates data offer, if no offers to top up account first.
• Roaming notification for travelers
  For customers who cross the border, we send a roaming notification with price information.
• Free incoming calls for high-value customers
  For all high-value customers that travel abroad, we offer free incoming calls.
• 50% off from roaming packages for special destinations
  For customers that travel to the European Union, USA and Australia we offer a 50% discount on all roaming packages.

Referral programs #

Reward customers for signing up new customers.

• Free SIM card for friends referred
  For every customer who received a service referral, we ship a free sim card.
• A free 10GB for every referral
  For every prepaid customer who refers the service to a friend, after the first top-up we add 10GB to the account.

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