In 2010, Telkom evolved from being a single fixed-line operator to being a mobile telecom company when they were awarded the fourth mobile operator license in the South African market. As a legacy single fixed-line operator, Telkom initiated a retail transformation project to improve customer experience and drive retail store profitability. Their previous retail experience suffered from long transaction times, poor stock availability, and low customer satisfaction.
Telkom is a wireline and wireless telecommunications provider in South Africa, operating in more than 38 countries across the African continent. Telkom is a semi-privatized, 39% state-owned company.
The rapid deployment of mobile services left Telkom burdened with two billing and customer management solutions, and a generic Point Of Sale (POS) solution. The retail footprint included 80 owned and operated stores, and over 40 dealer stores.
This legacy infrastructure caused many problems:
Navigating the multiple, complex billing architecture was the main challenge. Maplewave overcame this with a lean and agile methodology of deployment and testing, and the launch was a great success.
Maplewave was contracted to deploy many parts of their platform to solve the pressing challenges.
Maplewave’s Inventory Management solution complimented our POS solution to provide stronger inventory management through improved visibility and the enforced recording of serial numbers with the retail ecosystem.
The Inventory Management solution also provided integration to the distribution warehouse environment, which shortened the time to create replenishment purchase orders for the retail stores. This ensured the right stock was always in the right store, at the right time.
The implementation of Maplewave’s Inventory Management and POS solutions also had long-term positive impacts on Telkom’s mobile line of business and was key to driving Telkom’s success in this area.
In a 2018 article, Sipho Maseko, Telkom Group CEO, was quoted as saying “Our mobile business is now a key driver of growth in the group".
Reported impacts included:
This inventory management-driven retail transformation focused Telkom’s IT solutions, business processes, and entire distribution chain to drive fast and successful results that delivered true ROI.
Many retailers continue to struggle with unintegrated legacy systems, which causes the customer experience to suffer, and stock movement to be costly and inefficient. The core systems that power a store need to be fast, intuitive, and easy to use. No matter how complex the environment is, Maplewave makes transformations possible.