The Challenge

AXIAN Telecom, a market disruptor, is a pan-African telecommunications service provider operating in nine markets through its subsidiaries and affiliates in Tanzania, Madagascar, Togo, Uganda, Democratic Republic of the Congo (DRC), Senegal, Réunion, Mayotte, and the Comoros.

The company has a clear vision and strategy: driving growth in Africa and building a seamless customer experience across all operations and brands.

Axian was looking for a partner that understands the diversity of Africa and its multiple cultures and that can serve as one-stop shop for Customer Experience Management solutions.

The Solution

In 2019, we started with the implementation of our CX technology platform in Senegal (Free Senegal). The products deployed were:

• CX Data Analysis
• Survey and Feedback Management
• Queue Management
• Digital Signage
• Appointment Booking System
• Customer Service System

In 2022, we expanded our partnership by advising the leadership team on their new customer experience strategy. Our results and recommendations were fully implemented in the new company strategy. Watch the video.

This has been followed by the roll-out of RightCom CX solutions in Togo, Comores, Madagascar and Tanzania.

The Benefits

Our thorough knowledge of the telecom industry and CX market generated significant increase of staff engagement which in turn drove customer satisfaction score and offered new upselling and cross-selling opportunities.

Axian Telecom year-on-year financial results, highlighting the overall increase in customer acquisition, mobile data as well mobile money adoption are the ultime benefit of a customer-centricity strategy.

We are extremely proud of our collaboration with Axian, the mutual benefits. We look forward to reach new heights together.