The strategy for growing telecom managed services in the Middle East and Africa focuses on three main pillars: localising services and offerings, forming strategic partnerships and alliances, and enhancing customer support and service quality.
In the localisation strategy, efforts are concentrated on understanding regional preferences through market research and offering customised service packages tailored to specific countries. For instance, translating marketing materials into local languages and employing local experts ensures the services resonate well with the audience, while compliance with local regulations enhances trust.
Another critical component involves forming strategic partnerships and alliances, such as creating joint ventures with local service providers. This can be exemplified by collaborating with regional telecom operators and government bodies to strengthen market presence and innovate solutions tailored for the region.
The enhancement of customer support and service quality is about setting up 24/7 support centres and training staff in local languages to improve client satisfaction. Implementing cloud-based solutions and a multi-channel support system ensures that the service remains reliable and accessible, reflecting a commitment to high-touch customer service and regular feedback-driven enhancements.
The strategies
⛳️ Strategy 1: Localising services and offerings
- Conduct market research to understand regional needs and preferences
- Develop customised service packages for specific countries
- Hire local experts who understand the telecom regulations and market dynamics
- Translate marketing materials and websites into local languages
- Partner with local businesses for joint offerings
- Implement local payment methods
- Adopt culturally relevant branding and messaging
- Ensure compliance with local telecom regulations
- Attend regional telecom conferences and trade shows
- Gather feedback from local customers to continuously improve offerings
⛳️ Strategy 2: Forming strategic partnerships and alliances
- Identify potential local partners in the telecom sector
- Approach regional telecom operators for collaboration
- Engage with government bodies and regulatory agencies
- Create joint ventures with local service providers
- Leverage existing relationships to expand market reach
- Develop co-branded marketing campaigns with partners
- Share resources and expertise with partner companies
- Establish a formal partnership onboarding process
- Review and renew partnerships annually based on performance
- Collaborate on developing innovative solutions tailored for the region
⛳️ Strategy 3: Enhancing customer support and service quality
- Set up 24/7 customer support centres in key locations
- Train customer service teams in local languages
- Implement cloud-based customer service solutions
- Develop a comprehensive service-level agreement (SLA) framework
- Monitor and analyse customer feedback regularly
- Introduce a multi-channel customer support system
- Invest in continuous employee training and development
- Conduct regular service quality audits
- Offer personalised support and high-touch customer service
- Create a robust escalation process for faster issue resolution
Bringing accountability to your strategy
It's one thing to have a plan, it's another to stick to it. We hope that the examples above will help you get started with your own strategy, but we also know that it's easy to get lost in the day-to-day effort.
That's why we built Tability: to help you track your progress, keep your team aligned, and make sure you're always moving in the right direction.
Give it a try and see how it can help you bring accountability to your strategy.
