Mobistar is investing considerably in quickly becoming a complete, convergent telecom company, offering speech (fixed and mobile), data (fixed and mobile) and content (fixed and mobile). Together with Mobistar’s CEO Benoit Scheen, we discuss the most important projects in the Odyssey 2011 transformation programme. That programme will make Mobistar a complete telecom company.
Ready for the future with Odyssey 2011
“We started our Odyssey 2011 transformation programme back in 2009. We launched 17 projects under that programme, which are intended to complete our product and service offer in the field of speech, data and content, both for landlines and mobile. Multi-source content is central to our vision. That means that every customer will be able to decide what content he or she wishes to see. But that is not everything. They will also be able to ‘consume’ the personalised content whenever and wherever they want. For us it is a dynamic and interactive concept that is unique in Belgium. Tangible results must be achieved before the summer.”
New dynamic thanks to move
“Our move also fits into the Odyssey programme. By the end of March, all Mobistar departments will be centralised in the new Sirius building in Evere. That building is not only an example in the area of ecological footprint, but also in the way of working together. It must support the mobility of the employees and make it easier to exchange information. In this way, we want to develop products and services even faster, and better anticipate the needs of our customers.”
Renewal of the IT structure
“The renewed network technology will lower our IT costs and allow us to introduce new products to the market much faster. We will be able to react much more actively. The infrastructure also offers a lot of perspective for the e-care services. Thanks to the new platform, our customers will be able to activate or adapt services much more easily.”
Development of the network
“We invest 150 million euros each year in our network. The largest part of this is spent on expanding the 3G network. In addition, the transfer capacity will be considerably enlarged this year. That is particularly interesting for the users of iPhones, smartphones and laptops. Most customers will be able to profit from higher upload and download speeds.”
Extending the product portfolio
“Mobistar is also investing considerable amounts in new product lines to allow an expansion of its convergent offer. That is the case, for example, in the area of ADSL and multi-source content. With the future integration of KPN Belgium Business, we will be able to offer our business customers an even stronger fixed-mobile range. Companies want to be connected whenever and wherever they want, both with landlines and mobile.”
Customer service
“The service provided to our customers also has an important place in our Odyssey programme. We want to improve the ‘first time resolution’ even further. That means that a customer who phones us will be helped quicker. We want to achieve this by providing our agents with advanced training and by offering them more tools. Customers will also be able to handle a lot of things themselves via self-care. We are, for example, giving our customers the possibility of receiving their invoices electronically. Already more than 100,000 customers have chosen e-billing and receive their invoice and receipt by e-mail or via their e-banking system”.
