Initiatives don't need to start from big things

Taking customers as the center

Mr. Hoang Sinh Truong (born in 1976), Head of Telecommunications Services Department, MobiFone Telecommunications Corporation (People's Public Security Trade Union) has an initiative to implement solutions for planning service and package distribution channels that are applied in practice at the unit, bringing high economic value.

Having worked at MobiFone Company for many years and held many positions, Mr. Truong believes that for workers and laborers, creative ideas and initiatives can arise during the working process. However, the biggest difficulty is how to convert a macro idea into a practical model, which can be implemented synchronously in production and business.

Mr. Truong said that with the nature of his work at the unit (distributing services, telecommunications packages to customers), existing customers always require the supplier to meet many goals. Notably, the customer's demand for revenue growth (consumption ARPU) must be ensured to minimize the impact of calling and texting SMS that affects the customer experience.

With the consistent spirit of taking customers as the center, we have made efforts to analyze, propose solutions, and plan customer impact channels, thereby maximizing the efficiency of using system resources (SMS, Callout), while still solving the problem of customer consultation, service distribution, and packages according to customer needs, Mr. Hoang Sinh Truong shared.

Discussing the difficulties and advantages in the initiative process, from ideas to practical models/results, Mr. Truong emphasized that the biggest difficulty is collecting data from channels, analyzing customer behavior and building appropriate planning and distribution algorithms. This requires coordination, calculation, testing and resources from business to engineering.

The support of businesses and grassroots unions is an extremely important factor

Fortunately, in the process of both working and creating, Mr. Truong received support and support from businesses and grassroots unions. My colleagues and I received great support from the Corporation's leaders, from creating conditions for resources, technology, and time to test the model. The Corporation's Trade Union also always accompanies the professional team to issue special mechanisms to encourage and reward individuals and units to propose breakthrough initiatives and solutions, bringing new sources of revenue or solutions to help save costs and optimize labor productivity through digital transformation applications," said Mr. Truong.

Mr. Hoang Sinh Truong's initiative to deploy solutions for planning service and package distribution channels has been applied since the beginning of 2024 throughout the MobiFone system. Actual results show that the number of customer feedback on service quality and packages has decreased significantly, each distribution transaction is controlled to ensure increasing the efficiency of ARPU (average revenue per user). At the same time, the cost of payment for service and package distribution channels decreased by up to 50% compared to the same period in 2023, the cost/revenue ratio for existing subscribers (customers) decreased from 0.52% to 0.25%.

Sharing about the creative work process, Mr. Hoang Sinh Truong said that initiatives do not need to start from big things, macro, but from practical observation, from the desire to serve customers with the best quality service, from both data analysis and making timely decisions. "The important thing is that the unit needs to create an environment and conditions for all staff and specialists to be able to propose ideas and be supported with enough tools and time to experiment, prove, and turn ideas into useful solutions," Mr. Truong emphasized.