05 July 2024

Amara Communications Co., Ltd. (ACS) was established in Myanmar in 2011 to meet the country’s rapidly developing telecom market. While its primary business is constructing mobile infrastructure, reselling mobile connections, and selling mobile e-top-up and top-up cards, the company wanted to enter the service provider market with the launch of ananda, Myanmar’s first 4G+ LTE service.

In addition to implementing a system that supports rapid service creation and monetisation, ACS wanted to ensure it could swiftly launch innovative offers as the market evolves. Other ambitions included the creation of unlimited and volume-based FUP plans, bonus policies, and win-back offers; delivering secure prepaid experience to subscribers; deploying MSO model to drive cost optimisation, resource efficiency, and innovative solutions; and implementing a disaster recovery plan to optimise its network functions. ACS needed assistance in selecting and integrating a third-party POS, as well as the ability to track and manage end-to-end inventory workflow and streamline business and network IT operations. Naturally, ensuring zero revenue leakage was also a priority.

Foolproof business continuity

Accordingly, Alepo was selected to deploy its next-gen Digital Business Support Systems (BSS), while its Managed Service Offerings (MSO) helped build a foolproof business continuity plan for ACS to quickly adapt to changing market trends.

The key modules deployed included CRM and billing; ERP and trouble ticketing; OCS and PCRF; point of sale; voucher management; inventory management; recharge promotion manager; product catalogue; payment gateway API; and BI reporting.

Alepo helped ACS launch high-speed internet services with differentiated and personalised offers, first in Yangon and then in Mandalay. The Digital BSS offers advanced analytics capabilities that helped ACS configure and launch location-based plans and remain ahead of competitors.

Addressing one of ACS’ critical needs, the Global Technical Assistance Center (GTAC) team helped ensure uninterrupted services and quick disaster recovery. The ISO 20000-1 2011 certified technical support department handles service request management, scope change request management, incident management, and offers MSO.

The MSO oversees issues such as nearing disk capacity, high CPU utilisation, license expiry, and other server health-related issues like timely planning and execution of generic service, infrastructure management, configuration management, change management, and preventative management. This helped ACS in preventing data loss, identifying pain points, providing stopgaps, and achieving optimised productivity with reduced costs.

At the GTAC, a team of support professionals and engineers provide 24x7x365 support through multiple channels including Skype, email, and an online ticketing portal. ACS reported that it was satisfied with all aspects of Alepo’s MSO and found the experts knowledgeable and capable of handling the system, including troubleshooting and swiftly resolving issues.

Beating out the competition

Alepo successfully helped ACS digitise the customer experience and ensure network excellence – and beat out competitors as the country’s first LTE-only service.
Indeed, Alepo’s Digital BSS helped ACS launch a wide range of prepaid LTE data plans, consisting of tiered service levels, volume-based quotas, and FUP plans for improved customer experience and congestion control. ACS introduced multiple bonus policies and win-back offers, achieving 60,000 subscribers within just one month. Meanwhile, Alepo’s Digital BSS enabled on-the-fly offers and targeted promotions, so subscribers could enjoy personalised plans and rewards that improved customer satisfaction.

Key features of the Alepo solution include rapid monetisation, as well as advanced analytics and BI reporting, which helped ACS digitise processes to quickly bring several new offers and promotions to market, attracting more new customers. It also included real-time reporting, and network maintenance dashboards that use BI reporting to run graphically rich reports for various KPIs.

Further, Alepo customised reports to meet ACS’s unique business goals. The integrated online payment gateway helps deliver a secure and easy recharge experience to subscribers, while Alepo’s GTAC team ensured uninterrupted services by proactively monitoring risks, assisting ACS to achieve optimised productivity with accelerated disaster recovery. Moreover, the MSO helped configure custom reporting for ACS to launch contextual plans meeting evolving customer demands and enable revenue monitoring.

Alepo’s Digital BSS increased network reliability and resulted in enhanced network performance. Since the launch, ACS has been able to ensure zero network downtime, and Alepo’s GTAC team has helped ACS resolve high-severity issues with service restoration in under two hours. The cumulative customer satisfaction index (CSI) and service-level agreement achieved is above 90%.

Six months in, ACS additionally signed up for managed services from Alepo and launched new marketing campaigns, resulting in significant revenue growth.
“Thanks to Alepo, we’re equipped to launch advanced data offers, and we’ve been able to expand our presence to our surrounding regions in a short span of time,” said Aye Mya Mya Kyi, CEO, Amara Communications Co., Ltd. “Alepo’s highly available MSO and GTAC resources are vigilant and competent in handling our requests and issues. I can confidently say that they are one of the finest support teams we have worked with.”