Despite not having undertaken work for mobile network operators before, the client chose BSG as a partner due to BSG’s strong 15-year track record of enabling banking clients to introduce operational platforms.

Through a strong customer-centric approach, a journey map could be devised for merchants and customers, to define business processes.  BSG ensured they worked with the client’s on-the-ground mobile money teams, visiting highly populated urban and remote areas to observe how merchants interacted with customers and how customers utilised the mobile money solution.

BSG designed the business processes using an iterative Agile approach, setting up two-week sprints and prioritising 100 to 180 processes to manage risks and create an effective merchant and customer experience.  This Agile delivery was key in building trust, quickly, with the in-country stakeholders and enabling the prioritisation of BSG’s requests for information and reviews.

An important element of the operational platform implementation was the enhancement of the stability and security of the mobile financial services offering.  During BSG’s interactions with customers, trust was highlighted as being a key concern when utilising mobile financial solutions.  Through the customer and journey mapping undertaken by BSG, the lack of trust was clearly highlighted through slow follow-on interactions i.e. between opening the account and transacting for the first time, and time between subsequent transactions.

After initial design work was completed for the first country roll-out, BSG assisted with implementation in one of the largest operating countries, using the experiences and lessons of the initial roll-out to effectively manage this country, based on the consistent pack of business processes.