Case study: Network Billed Mobile

Partner Overview

As an established telecoms and IT provider for over 10 years, Zusi offers a range of services including Unified Communications, business mobile solutions, broadband, IoT solutions and IT support. The team at Zusi is committed to always putting the customer first, providing solutions that are tailored to their business and supporting systems to meet the growing demands of clients, their workforce and the changing business environment. As a Giacom partner, Zusi has embraced the Network Billed Mobile solution to help streamline mobile services and boost customer satisfaction.

The Challenge

As the demand for mobile services grew, Zusi faced several challenges in managing the complexities of offering a diverse range of mobile tariffs to its customers. Before partnering with Giacom, they struggled with:

• Limited Network Options: Without the choice of offering multiple networks, Zusi struggled to provide customers with tailored solutions that would meet their unique business requirements.
• Lengthy Provisioning Times: Slow manual provisioning processes led to delays in onboarding and getting customers connected, impacting satisfaction and leading to missed opportunities for new business.
• Resource Constraints: Zusi didn’t have a billing system so needed a solution where that process would be managed. Their team could then focus on the core goals of growth and customer engagement.
• Competitive Market Pressure: As other providers began offering diverse mobile solutions, Zusi faced increasing pressure to enhance its mobile services to stay competitive and retain customers.

The team at Zusi knew they needed a more efficient way to manage mobile services while maintaining their commitment to delivering excellent customer experiences. They sought a partner who could offer flexibility, expertise, and access to the UK’s leading mobile networks.

Our customers look to us for the most cost-effective solution, but our current processes were limiting the options available to us and therefore we weren’t able to offer the best in market. We are now able to satisfy the customer much better.” – Richard Gannon, Managing Director, Zusi Limited

The Solution

Zusi turned to Giacom’s Network Billed Mobile solution, which offered a comprehensive platform that addressed their key pain points. With Giacom’s help, they were able to transform their mobile offering and achieve the following:

• Choice of Networks: Zusi gained access to the UK’s top mobile networks—EE, O2, and Vodafone—enabling them to provide tailored solutions that met the specific needs of their customers.
• Faster Provisioning: The integration of Giacom’s self-serve portals for Vodafone and O2 allowed Zusi to provision mobile services in minutes, dramatically streamlining the onboarding process for customers and increasing operational efficiency.
• Outsourced Billing: Opting for Network Billed Mobile meant Zusi could rely on the networks to handle invoicing and payment collection, allowing their team to focus on customer growth and retention.
• Dedicated Support: With Giacom’s dedicated account management and support team, Zusi received ongoing assistance with special bid pricing, network onboarding, and optimising their mobile service strategy. This allowed them to scale their operations without stretching their internal resources.

Giacom’s solution has allowed us to reach new markets with a wider offering.  This is enabling our business to grow whilst delivering an exceptional customer experience” – Richard Gannon, Managing Director, Zusi Limited

The Outcome

Since implementing Giacom’s Network Billed Mobile solution, Zusi has experienced significant improvements in their operations and customer satisfaction:

• Faster Turnaround: Provisioning times dropped from days to minutes, enabling Zusi to connect customers faster and more efficiently.
• Enhanced Customer Offering: By offering multiple network options, Zusi could reach new markets and better meet customer demands, resulting in higher satisfaction and increased customer retention.
• Operational Efficiency: Having the networks handle the billing and cash collection saved the Zusi team valuable time and resources, freeing them up to focus on existing customer growth, targeting new markets and enhancing the customer experience.
• Increased Revenue: Zusi saw an increase in new mobile customers, and the up-front revenue share offered by Giacom boosted their earnings.

Streamlining our mobile services has eliminated inefficiencies, resulting in time savings and increased revenue. Not only has this had an impact on the bottom line, but it has also improved the service we deliver to our customers on a daily basis.” – Richard Gannon, Managing Director, Zusi Limited

Conclusion

Giacom’s Network Billed Mobile solution has enabled Zusi to stay ahead of the competition by offering a faster, more flexible mobile service that meets the evolving needs of their customers. With the support of Giacom, Zusi continues to grow and scale its mobile business with confidence.

If you’d like to find out more about our Network Billed Mobile proposition, please get in touch today.