Improving customer experience and reconnecting people in Sudan during times of crisis
Khartoum, Sudan, June 11, 2024–(BUSINESS WIRE)–Zain Sudan, part of Zain Group, a leading wireless carrier in the Middle East and North Africa, is a pioneer in customer engagement through Unstructured Supplementary Service Data (USSD). Following a recent data center outage, Zain Sudan is® (NASDAQ: CSGS) aims to maintain market leadership while driving disaster recovery for its wireless business and keeping the Sudanese connected. With the gateway rebuild, Zain Sudan quickly restored critical services and rebuilt its wireless business with CSG within 21 days, while enabling customers to manage their plans and check their balances.
“The USSD channel is essential for Zain Sudan’s customers to stay connected. When our data center went down, we needed to quickly re-establish this channel to minimize the impact to our customers,” said Emad Elsheikh, CTO of Zain Sudan. “The way CSG helped us overcome this outage established a new standard of collaboration and trust. From the challenges we faced in re-engaging with our customers to delivering the uninterrupted service we are proud of, the CSG team exceeded our expectations. Within days of launching CSG’s USSD gateway solution, we were back on our feet and serving 5.7 million balance inquiries and 4.7 million plan purchases every day. This would not have been possible without CSG.”
In emerging markets like Sudan, data services are not always available, so USSD is a key channel operators use to engage with customers. When Zain Sudan lost its data center due to the ongoing conflict in Sudan, its USSD gateway went down, halting services in the country. Without a system to respond to B2C and B2B balance inquiries or sell data bundles and plans, Zain Sudan was unable to provide services. CSG’s rapid gateway rebuild helped Zain Sudan quickly regain revenue and ensured Sudanese people could stay connected during this difficult time.
“Managing a large subscriber base during times of conflict is a challenging task for any operator,” said Mayoor Mahendra, vice president of network solutions at CSG. “After Zain Sudan’s data center went down, CSG jumped into action and configured Zain’s critical services on our USSD gateway. The speed and agility with which our team responded is a testament to our customer-first approach. By putting the customer first, CSG was able to minimize revenue loss and improve customer experience for Zain Sudan.”
Learn more about CSG USSD Gateway capabilities and how the solution can help reduce customer churn.
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