Showing posts with label MVNO OTA. Show all posts
Showing posts with label MVNO OTA. Show all posts

Friday, 26 September 2014

Driving effective data revenue and reducing cost to serve MVNO

Well it has been a while since my last post, but I have been in the thick of working with major FSTE, NASDAQ, AIM and other quoted MVNOs and would be MVNOs and its difficult to blog when you are dealing with sensitive work, especially when a person on a team from another consultancy who shall remain nameless spreads rumours that you may have published the MVNO marketing strategy on your blog but failed to notice the post was from 2 years previous to even working with them :). Well done that man!

So, this post is about two critical points of being a successful MVNO and how this can be easily achieved in today's major trend for growth, and to publish some slides on the point that I presented back at the MVNO Dynamics London event earlier this year, those of you who attended will already have this presentation and heard it live.
Presentation originally done at http://www.mvnodynamics.com/event01/
We have been building MVNOs for longer than anybody out there and seen all the trends, from international voice to SMS and now data is taking another surge. With each new surge comes problems, as wholesale generally follows a second wave on raw material costs (in this case wholesale data rates) and has to deal with "me too" and "mass market" customer issues without usually having thousands of staff and retail stores to absorb (and hide the true cost) to serve this mass market.
Virtuser has been doing MVNOs longer than anybody; we have seen all the trends come and grow! (go) 
Just a brief history of how we got here. We do not just do MVNOs, we have also done a lot of mobile apps and mobile app stores for the likes of Nokia, Vodafone, Telefonica and more. We enable the world's first OTA distribution for specific handsets, the worlds first mass distributed apps and the worlds first Cloud based service sending our now competitors' OTA settings. We started doing our own settings when our clients were disappointed at the poor (30% to 40%) success rate of the standard OTA settings profile. We are still seeing this today where static OMA Alliance settings are sent.
We understand the full 360 of mobile data and MVNOs better than anybody; and this shows in the quality of our OTA
There are two critical points therefore in enabling data revenues - First you need to get the right settings easily on the handset, MVNO APNs do not generally come on a handset, as MVNOs do not buy nor subsidise handsets on mass, so you are stuck with OTA or "over the Air" configurations, but not all settings are created equal. In the old days they were all send by SMS, but handset fragmentation has meant that there are multiple ways depending on the device OS
Static OMA Alliance settings are only 40% to 50% effective, and create a huge cost to serve burden. the average MVNO customer care call for MVNOs in the UK is around £4!
Furthermore this is compounded by different versions of OS having different OTA experiences. Some of our competitors started using mobile apps to configure phones back in 2010 in the aftermath of the "app boom". however our work with mobile apps and mobile apps stores had taught us a few things the main one being that while mobile apps maybe mainstream, a very large proportion of smartphone users still get someone else to load and install apps for them, or do not download them at all.
The user experience of a previous client using standard OMA alliance static settings
Even if you do stick to standard SMS, you should never use a commercial SMS gateway, but if you do go for high quality over costs and do a huge amount of testing, as we can see here the character set was causing the OTA link to fail, after the customer had been forced onto a computer, to enter the phone number, incur and SMS, then for nothing... what will this customer do? call you call centre and cost you probably more than you earn in profit from them in 1 to 2 months!
Having worked extensively on MNO and MVNO data revenue driving initiatives we understand the importance of 3 clicks!
You should never have a data enabling service that means the experience varies significantly from device to device, nor any experience that takes more than 3 clicks if you want it to drive mass adoption. So this is what Virtuser has done with the OTA APN settings, and created the most advanced APN data settings available.
The same client user experience on Virtuser; the real cost is only found in the end result!
Its simple, keep it simple, but most off all keep the experience as uniform as possible across devices, as a) people change handsets or have multiple handsets on different OS and b) they usually ask someone for help, who may well have a different OS.
The results of good user Experience, uniform service, and bespoke settings for thousands of handset/OS combinations built on the fly (the most advanced OTA APN platform) is significantly increased data revenues and an affordable cost to serve.
If you serve dynamic settings, in an automated but controlled fashon, with a uniform and well thought out manner then the benefits are huge and data traffic is presently in the 100s of Mb per user per month in MVNOs across the developed world, so what are you waiting for???

We have been a trusted advisor and service provider of the most successful MVNOs, MVNEs, MVNAs and MNOs for over 13 years, and stepped in to do this presentation at the last moment when the planned speaker let Ramy and MVNO dynamics down at the last moment. Obviously Ramy knew who to call; if you want the best data settings, are thinking of becoming an MVNO or just want the presentation in full (I have cut our some operational slides) then you can see more on the Virtuser OTA APN Settings page or contact me to discuss either via this page (middle right of this page) or via the Virtuser Mobile OTA APN website.

Monday, 21 May 2012

VAS, Facebook and the MVNO continued...

VAS MVNO, Facebook MVNO

As many of you will know, I feel quite passionately about VAS and the MVNO. This is not just an obsession, its just a realisation that any good business needs a tie-in, a value-add, a "something" that means it does not sell on price alone, and so when a newer, shinier competitor comes along, in order of preference the customer goes:
  1. ah, but, does shiny new things do, this? no, thought not - high value - major competitive advantage
  2. I would have to change the way I do all my...(insert VAS here) to work with the new service, medium value - useful advantage
  3. I would have to update all my details, low value - would just be a pain to move, like moving bank account or electricity provider
The problem is, most MVNOs, and even some MNOs are not even on point 3 level of VAS.

So why not? well there is a list of reasons why from a legacy perspective this was the case, however things are changing

The usual ways to leverage data was content, content, content. were an expensive portal, streaming video, etc, etc. These days are gone, and the proof is the above. Indeed the days were never there, the amount of conferences I have chaired, attended and spoken at where "content" was the supposed issue, and all I could say was, customers have content: its emails (blackberry proved this to be the case!) and the web in general, but on the mobile. 

Facebook is driving MVNO

The proof is hand is this article: showing that facebook access from mobile has now surpassed computer access. I am honestly not surprised. In fact, in app development focus groups even 3 years back, we saw that a good mobile app, like only apple had at the time (an app that did not look like a mobile web browser, allowed upload of images and push notifications, chat) managed to completely shift usage of Facebook from computer to mobile, while more basic ones and now the very good mobile web experience manage to take a good deal of it.

The reasons for this are multiple, 
  • many people do not have access to unrestricted internet access or facebook at work
  • most of those who do would rather not be seen using facebook at work
  • using Facebook on a PC raises probably more privacy issues as computers tend to be shared more and have more browsing history that people may not want plundering so facebook can make more advertising revenue
  • the key one however is convenience, Facebook, and indeed our digital lives, are now round the clock, constant streams of info, updates, feeds, chats and more: mobile just suits this better, whether its from a web browser or an app

VAS is driving MVNO data

In fact, everything that is driving MNO data, is driving MVNO data, unless as an MVNO you make data difficult, like by not having the world's most advanced OTA data APN settings :).

The key is, with it being so simple to get this working, why are so many MVNOs still rendering themselves as a low value, sim-swapping bitpipe when all they need to do is get APN settings set-up, and some simple data tariffs. As we have seen, most users are using less than 100mb per month anyway as per my previous article on this blog, and as per my blog on Apps and App stores showing that even the most basic MVNO type handsets that many MVNOs perceive their user base is using, which means MVNOs can still be very competitive with the average data prices I am seeing while negotiating MVNO agreements (at least the prices I have seen in the last 3-5 years) and/or ones that could be easily and quickly agreed with an MVNO if approached with a plan around social networking, rather than the usual "I need cheaper prices" routine :)


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If you want to discuss how you can enable data revenues for your MVNO or MNO wholesale department then use the contactify link at the top right of this page and get in touch

Tuesday, 7 February 2012

MVNO VAS

VAS or Value Added Services were once the darling of planet MNO mobile operator, to some extend they still are, only now we seem to have forgotten all the original VAS and just focus on thenew ones like app stores. Then along came the MVNO, the new darling of Mobile, then it went from retail to wholesale and in the fracas we seem to have lost Value Added Services in the MVNO space.

There are a few reasons for this:


Click here to read on