With bmobile’s new e-service portal, it’s now very easy for customers to take control of all their services in one place. As part of the company’s retail transformation programme, this reflects its deep commitment to acting on customer feedback and to making continuous improvements to its services.
Ensuring the satisfaction of customers is critical to bmobile’s continued success. As such, the retail transformation project is a major pillar of the company’s $3.7 billion, five-year strategic plan. The single focus of the retail transformation strategy is to have bmobile serving customers better by acting on their feedback and implementing best practices.
The company has been building public awareness for all the options or channels through which customers can conveniently pay their bills and have the same peace of mind as making the payment in a bmobile store.
Research by the company highlighted that many customers went to its stores mainly to pay bills because they wanted to make sure that payments went to their accounts quickly.
This would result in long lines, which customers disliked, but they wanted to leave the store with peace of mind. It was a significant pain point.
A review of bmobile’s channel partners and bill pay options identified an opportunity for improvements to those options to give customers more of the convenience, safety and peace of mind that they wanted, and that’s what the company did. bmobile’s goal, now, is to make customers aware of the numerous alternative payment methods offered other than at bmobile retail stores. These include over 100 physical payment locations as well as online and over the phone via credit card.
Two key improvements are that, customers can now make payments at channel partners for both mobile and residential services such as landline, Internet, entertainment and security, making it more convenient for customers.
Payments to all channel partners except the commercial banks, are processed on the same day, while payments made at banks are processed within 24 to 36 hours. However, the company is working on making same-day processing a standard for all locations in the future.
The 100-plus places where customers can pay any of their bmobile bills include:
• Channel partners (21 across Trinidad and Tobago)
• All banking institutions
• All Western Union, VIA and Sure Pay payment centers
• TSTT Mobile App for prepaid customers (top up on the go) Customers can also pay their bills via bmobile’s enhanced e-portal called ‘b-online’. bmobile also made a major improvement to what customers can do with their accounts online. The new e-service portal is so modern, comprehensive, user friendly and mobile ready that customers can now do all the following, simply and easily, from any device with an Internet connection:
• pay both mobile and residential bills
• web chat with bmobile agents
• view bills • view payment history
• view usage and check remaining mins/SMS
• if account has multiple users/ subscribers, view information for all users see listing of all payment locations New customers will be able to access and use the portal immediately after signing up – absolutely no waiting period.
Existing e-service customers can use their existing login data to access all the portal’s new features.
Of particular interest is the portal’s new web chat feature that provides real time support for customers. Any online chat query will be channeled to the appropriate department for action, resolution and feedback to customer.
Customers can even raise a query on their account through the online chat feature and it will be addressed.