Cutting customer costs in Costa Rica

Details: James Barton; Category: Service Management; 27 October 2011; 7440 views

A Costa Rican MVNO has implemented a device management system to lower its customer care costs...

A Costa Rican MVNO has implemented a device management system to lower its customer care costs. Fullmóvil has adopted Tweakker’s self-care, on-device Internet connectivity service for its growing numbers of mobile customers.

The operator is the fastest-growing MVNO in Costa Rica, and offers services via the state-owned operator ICE’s 3G network. Since September this year, fullmóvil has been successfully providing mobile users with its “SIM only” service.

The firm has 900 points-of-sale throughout Costa Rica and is owned by the VIrtualis Group, which is made up by Grupo Monge and Casa Blanca retail stores and other shareholders.

“Teaming with Tweakker is win-win as far as our customers and business model is concerned,” says Roberto Palla, representative of fullmóvil. “On one side of the win coin, mobile users have access to a world class connectivity service every minute of the day from anywhere.”

He adds: “The other side of the coin is that we as a full MVNO slashed our business costs from the very start by an estimated 95% compared with costs that would have arisen if we had gone down the call centre route and set up our subscribers manually.”

Dennis Juul Poulsen, Tweakker’s CEO, looks at this first LATAM business relationship as strategic. “It opens a business opportunity for us to team with likeminded MVNO’s across Latin and South America.”

Tweakker’s mobile device connectivity service supports more than 3,000 mobile models and 165 brands and its Over-the-Air API is now the configuration service-of-choice for MVNOs, Internet content providers and service providers.