<\/span><\/figcaption><\/figure>“Mobile connectivity not only represents a critical service today, but will also be part of the solution to end COVID-19 miseries tomorrow”, says the CEO of a leading CSP. <\/em><\/strong>
The quote aptly summarizes the critical role of Communication Service Providers (CSP’s) in sustaining social and business life under strict social distancing norms and travel restrictions. More importantly, it hints at the central role CSPs are expected to play in the post COVID normal.
Since the COVID 19 outbreak started, CSPs have had the opposite of the problems faced by other enterprises, except for hospitals. While almost every business has seen slowdown in the bid to tame COVID, CSPs are only seeing increased activity.
Precisely Targeted Awareness: Several CSPS, especially in in Africa and Asian markets are providing location-wise alerts to consumers in ‘COVID hotspots’, informing people on the specific social distancing restrictions and other safety precautions that apply to their specific area.
Sustenance Connectivity: <\/strong>Movement restrictions and bank and retail shop closures in COVID hit areas prevents subscribers from recharge their accounts and settling their bills in a timely manner, especially in emerging markets. Normally these would have resulted service disruption for the subscriber. To alleviate this many CSPs are offering “top-up loans”, waiving late payment fees, removing data caps, offering additional free calls and extending validity of prepaid packages.
Stay-At-Home Support: <\/strong>CSPs are promoting specific products for different customer segments to encourage them to stay at home, be safe and spend time in a meaningful manner. Examples include, e-learning subscriptions for students and entertainment apps for youth. Moreover CSPs are also pushing for payments and mobile recharges on digital channels itself, so as to reduce walk-ins to their stores or banks.
Pro-active Extras<\/strong>: CSPs across Asia and Africa have started offering additional data bandwidth proactively on the existing subscription packages to ensure uninterrupted video conferencing on services like Skype and Zoom and smooth viewing experience on Netflix and Amazon Prime. One client in Africa has even started offering additional voice and data benefits to medical professionals to enable tele-consulting.
Data Analytics:<\/strong> CSPs are also supporting government and healthcare authorities in contact tracing and tracking people under quarantine; creating interactive maps of large movements in Covid infected regions. Some are even contemplating fake news detection and proactively preventing its dissemination over their network.
The key role that CSPs have stepped up to in the fight against COVID-19 is highlighted by the significantly increased data usage that is being observed across the board.
-Over 60% of our clients reported more than 20-40% increase in data usage
-Voice usage has shown a small drop of 0%-10% across only 40% of clients <\/strong>
The huge surge in data usage, however, does not translate to higher revenues in most cases. While a small fraction of this may be due to reduction in the voice usage and another fraction due to normally unused part of high data entitlements, some of the initiatives taken by CSPs as responsible enterprises is balancing out the increased data usage. But in this process, CSPs are cementing their role as a key enabler of pandemic management with many forms of communication which was not a widely accepted practice earlier. And they are poised to benefit from this in a post COVID world in terms of positive customer sentiment and increased usage and revenues.
<\/span><\/figcaption><\/figure>“Mobile connectivity not only represents a critical service today, but will also be part of the solution to end COVID-19 miseries tomorrow”, says the CEO of a leading CSP. <\/em><\/strong>
The quote aptly summarizes the critical role of Communication Service Providers (CSP’s) in sustaining social and business life under strict social distancing norms and travel restrictions. More importantly, it hints at the central role CSPs are expected to play in the post COVID normal.
Since the COVID 19 outbreak started, CSPs have had the opposite of the problems faced by other enterprises, except for hospitals. While almost every business has seen slowdown in the bid to tame COVID, CSPs are only seeing increased activity.
Precisely Targeted Awareness: Several CSPS, especially in in Africa and Asian markets are providing location-wise alerts to consumers in ‘COVID hotspots’, informing people on the specific social distancing restrictions and other safety precautions that apply to their specific area.
Sustenance Connectivity: <\/strong>Movement restrictions and bank and retail shop closures in COVID hit areas prevents subscribers from recharge their accounts and settling their bills in a timely manner, especially in emerging markets. Normally these would have resulted service disruption for the subscriber. To alleviate this many CSPs are offering “top-up loans”, waiving late payment fees, removing data caps, offering additional free calls and extending validity of prepaid packages.
Stay-At-Home Support: <\/strong>CSPs are promoting specific products for different customer segments to encourage them to stay at home, be safe and spend time in a meaningful manner. Examples include, e-learning subscriptions for students and entertainment apps for youth. Moreover CSPs are also pushing for payments and mobile recharges on digital channels itself, so as to reduce walk-ins to their stores or banks.
Pro-active Extras<\/strong>: CSPs across Asia and Africa have started offering additional data bandwidth proactively on the existing subscription packages to ensure uninterrupted video conferencing on services like Skype and Zoom and smooth viewing experience on Netflix and Amazon Prime. One client in Africa has even started offering additional voice and data benefits to medical professionals to enable tele-consulting.
Data Analytics:<\/strong> CSPs are also supporting government and healthcare authorities in contact tracing and tracking people under quarantine; creating interactive maps of large movements in Covid infected regions. Some are even contemplating fake news detection and proactively preventing its dissemination over their network.
The key role that CSPs have stepped up to in the fight against COVID-19 is highlighted by the significantly increased data usage that is being observed across the board.
-Over 60% of our clients reported more than 20-40% increase in data usage
-Voice usage has shown a small drop of 0%-10% across only 40% of clients <\/strong>
The huge surge in data usage, however, does not translate to higher revenues in most cases. While a small fraction of this may be due to reduction in the voice usage and another fraction due to normally unused part of high data entitlements, some of the initiatives taken by CSPs as responsible enterprises is balancing out the increased data usage. But in this process, CSPs are cementing their role as a key enabler of pandemic management with many forms of communication which was not a widely accepted practice earlier. And they are poised to benefit from this in a post COVID world in terms of positive customer sentiment and increased usage and revenues.
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