Grameenphone-Casestudy

CASE STUDY

Grameenphone

THE FOCUS OF THE ENTIRE SOLUTION WAS ON HOW TO ADD VALUE IN GRAMEENPHONE’S ENTIRE CCM VALUE CHAIN.

GRAMEENPHONE INTEGRATES KEY TECHNOLOGY: PITNEY BOWES BUSINESS INSIGHT ENHANCES FLEXIBLE INVOICE GENERATION SYSTEM.

Challenge

Grameenphone’s customer base had grown dramatically within a short period of time and the company’s IT systems were unable to provide the customer service and internal integration Grameenphone demanded. In addition, the existing payment collection was unable to communicate using modern means (i.e., email) and could not provide local language support or on demand customer service.

SUMMARY

Founded by Muhammad Yunus, the 2006 Nobel Peace Prize Winner, Grameen Bank has created a new category of banking by granting millions of small loans to poor people with no collateral. While originally established as a village bank (Grameen in the local language means Village), Grameen Bank has since lent more than $5.1 billion to 5.3 million people. It is from this background that Grameen Bank teamed with Norway’s Telenor communications company to provide phone services to rural areas. The organization born of the joint venture, Grameenphone Ltd., developed a program through which poor women in rural villages could buy cell phones with a loan

effectively communicate with such a large, broad array of customers. Grameenphone’s payment collection system was unable to match the needs of such a rapidly growing and diverse customer base. There was an additional need to present invoices with interactive marketing capabilities. Unlike developed countries, the region’s average revenue per user (ARPU) is among the lowest in the world at a mere 6 to 7 US dollars. Thus, resource optimization has been critical to remain profitable. Grameenphone’s customer service organization lacked an “exact replica” view of invoices, leading to higher service costs and customer dissatisfaction. The previous system was unable to communicate using...