Powerpoint Template 2011 - MTN Business

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12%Aftersales Service Levelsneeds to be addressed e.g.:BillingSME Servicing Impact Assessment(view of survey results)Top Three Rated Issues115%Currently ExperiencingPoor Vetting TAT11%Current SME Productoffering is uncompetitiveand is not a solution theSME environment313%No defined processto structuresolutions for SMEclients11%Clarity on escalationprocess needs to becommunicated214%SME Tools requiredto enable SMEconsultants12%Poor accessibility andcommunication of SME promosto the frontline313%Poor communication betweenSME Vetting and the SMEconsultants9%Focused SME trainingfor SME consultantsThis chart depicts the issues experienced at store level and was derived from thesurvey undertaken by various BRC stakeholders (RMs, KAMs, SAMs etc.)Copyright 2008 © Mobile Telephone Networks. All rights reserved.10
SME Servicing Impact Assessment(USD Findings & Feedback)Focus:1.Analysis of backend support processes & SLA’s:a. Credit Vetting Optimisation (1 st element of analysis)b. Customer Centricity and EfficiencyFeedback received from Stores:1.USD’s are allocated automatically - SME Vetting Team2.SLA’s are not aligned to Consumer – 2-24 hours compared to 7days3.Investigate why an SME requires an SME pin when upgrading on <strong>MTN</strong>-ActiveCopyright 2008 © Mobile Telephone Networks. All rights reserved.11
Page 5: Technology RoadmapSMEStep 1:Busines
Page 9: BRC SME strategic roadmap for 2012-
Page 13 and 14: Sales Support tools to be used for
Page 15 and 16: CapacitateTraining of Staff on SME
Page 17 and 18: SME Training Road Map - AudienceBRC
Page 19 and 20: Driving SME Adoption within BRC via
Page 21 and 22: Training Roll-Out PlanCopyright 200
Page 23 and 24: What is a SME?Small to Medium Enter
Page 25 and 26: Understanding & Serving SME Custome
Page 33 and 34: Change CyclePassive Active1. ShockL
Page 35 and 36: SME Champions - key characteristics

Powerpoint Template 2011 - MTN Business

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