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Morocco's Meditel Improves Customer Service with Sicap DMC
 
(9/5/2007)
BERNE, Switzerland---Sicap, the mobile payments and device management specialist, today announced that Meditel has selected its Device Management Center (DMC) to provide enhanced customer care for clients.

Customer care is increasingly important in the booming Moroccan mobile market and Meditel recognised the need to deliver its clients with the best possible end-user experience and customer service. Indeed, the Mobile market in Morocco has witnessed a tremendous increase over the last few years. By March 2007, the Moroccan market had gained 5 million users compared to the same period in 2006, increasing from 12 million to 17 million. Advanced services such as push-to-talk, picture messaging and internet browsing are steadily gaining popularity in Morocco and users increasingly expect that their mobile device to be as user-friendly as possible, with all of the technology options of a PC. Remote configurations and updates are a key factor in achieving this.

Sicaps DMC provides a cost-effective and easy-to-deploy tool for customer care, enabling Meditel to deliver GPRS updates directly to the clients handset following a client enquiry to the customer care centre, remotely configuring it for the optimised use of multimedia services. In addition to reducing the time spent on customer care configuration queries with this DMC upgrade, Meditel will be able to increase customer satisfaction, encourage usage of services and reduce churn.

Swapcom, the mobile middleware architect specialist which Sicap acquired in 2006, provided Meditel with the original version of the DMC in 2004. This latest DMC upgrade, which is fully hosted by Sicap, provides Meditel with an ideal platform to introduce automatic device detection and management features, also available as part of the DMC solution, at a later stage.

Sicap CEO Mr. Dominique Schmid commented: With the mobile market rapidly gaining maturity, operators need to differentiate their offering from competitors to encourage customer loyalty. Moroccan consumers are increasingly demanding access to exciting services and will be disappointed if their handset cannot easily be configured to allow this. As experts in device management, and long-term Meditel partners, Sicap was able to deliver the expertise and knowledge required.

Inigo Serrano, CEO of Meditel added: Our first priority is always to provide our clients with the services they want, along with the best quality of customer care. We are now able to remotely deliver settings and upgrades quickly and at little or no cost, with the extra benefit of fostering loyalty among our clients and enabling the usage of more mobile services.