Cable & Wireless Seychelles (CWS) is the leading telecommunications company in the country. Having started out by establishing the first global connection in Seychelles in 1893, to becoming the national provider of choice, today, CWS facilitates businesses, homes and individuals with state-of-the-art communication solutions – supplied using the fastest LTE 4G+ network, the only 5G network in Seychelles and an advanced fibre optic link.
Mission
Much like Wavetec in its affinity to innovation, CWS too strives to stay abreast with technological improvements, so that it can continue to provide personalised solutions that guarantee customer satisfaction.
They have also become wary of their carbon footprint, calculating that their bills required the felling of about 115 trees per annum. As of early June 2020, CWS has gone paperless – the newest member of age digitisation! Hoping to continue the same level of customer service and care, they have both digital and non-digital options – a QR code issued via a smartphone, or on a free customer card available at the customer service counter.
Once the customer’s identity has been confirmed, the kiosk displays their account and billing details, including offering the facility of paying on the spot, and receiving email confirmations and receipts. These features will be further elaborated upon below.
Needs
All this necessitated that they upgrade and modernise their existing self-service solutions. And so Wavetec was honoured to collaborate in the improvement and optimisation of their operational and functional capabilities.
CWS’ existing self-service kiosks did not support many of the services and flows needed for a business of their calibre and with their client base, resulting in operational capacity becoming limited. These in turn lead management to struggle with proactively serving existing and potential customers.
The issues included:
- Limited operating hours,
- Limited flows, functions and customer servicing capabilities,
- High operational costs and inadequate returns on investments,
- Operational complexity hampering new product and package introduction and rollout.
Means
Working with and installing Wavetec’s Self Service Kiosks has helped achieve business objectives and aided in mitigating front-line operational challenges, as listed above. And so, Cable and Wireless Seychelles has been successful in introducing new services and packages, all while offering convenient service points to its customers.
Amongst the services now available, are:
1. Introduction of card and online payment facility
2. Addition of new flows and their effective marketing through the kiosk, in its capacity as digital signage
3. Instant and prepaid SIM issuance and dispensing
4. Bill payments using QR and barcode scanning
5. Booster purchases – for internet and mobile phone data package
6. Availability of services 24/7
7. eTopUp services
