Q1 2020 CE Strategy Workshop

Jan 11, 2020

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2020 Strategic Blocks - Service Profitability

Agent Query Monetization

Customer Interaction Digital Interaction Query
Monetization Monetization ( E.g. USSD, IVR)

Analytics based Upsell & Cross-

sell

• 1 BN Revenue from
Product Availability in All
Channels
CE Channels
SERVICE
New Business • 70% Interaction s to be
PROFITABILITY Introduce Industry Adjacency
Streams Products (E.g. Smart Appliances,
Devices & Accounts)
Monetized

• 20% Reduction in
Overall Cost Per
Customer Served
Assisted-care to Self-care
• BDT 60 MN Savings
Optimized Cost Per Automate Retail Helpdesk
Interaction
Decision tree for Agents

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 • Agent pitching for recharge to low balance callers,
Agent Query Monetization
visitors.
• Best product/campaign and recharge pop up to
agents and communication via both verbal &

Customer Interaction Digital Interaction Query

SMS.
Monetization Monetization ( E.g. USSD, IVR) • Intelligent IVR prompt based on customer’s
charging, pack purchase & recharge history.
• Pack & offer taking option in SMS communication.
(how exactly VAS is doing)
• Easyload & g-Sttore recharge via App

Analytics based Upsell & Cross- • Recharge & balance monitoring for 7 days for
sell interacted customers and pitching accordingly.
• Voice to data user conversion by agents upon
query.

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 Product Availability in All • All products in all service channels and channel wise
Channels rewards point
• Tie up with DHL, Fedex, UPS
New Business
• Recharge capability for Foodpanda, Chaldal, Uber eats.
Streams
• Document collection by door-step service for other
industries.
Introduce Industry Adjacency
Products (E.g. Smart Appliances, • WIC as device pick up hub
Devices & Accounts) • Robi shop presence in WICs
• WIC sharing with other industries
• Robi café implementation after WIC service hour.
• SIS on My Robi App.

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 Assisted-care to Self-care
Optimized Cost Per Automate Retail Helpdesk
Interaction
Decision tree for Agents
company confidential
• App promotion via SMS upon pressing “Zero”
• Easyload transections availability in App
• Customer will be empowered to design his/her
App, USSD, IVR
• Agent will service thru decision tree without
memorizing anything or searching a hugh
document.
• Gratification for postpaid base who pay via App
• Gratification on E-bill conversation
• Paper free WIC. Send SMS for any transaction
details.
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