A1 MACEDONIA
The commercial and operational logic is compelling.
“ By the time a customer picks up the phone to call us, the damage to the NPS is already done,” Aleksandar explains. NPS, or net promoter score, is the standard industry metric for measuring customer loyalty and satisfaction. Resolving problems before they surface is not just operationally efficient – it helps protect the brand.
The same analytics platform surfaces commercial opportunities. If a customer is on a 1Gb plan but is using a legacy device incapable of delivering more than 50Mb per second, the system can flag them for a proactive device upgrade offer. If poor WiFi coverage is detected in specific areas of a home, A1 Macedonia can recommend its mesh networking solutions. The network data, in other words, becomes a sales tool as well as an operational one – and ensures a target approach, rather than a general one which may disengage the customer.
Billing: A1’ s growth engine Running in parallel with the cloud and service assurance programmes is a major transformation of A1 Macedonia’ s billing infrastructure, delivered in partnership with global technology company Amdocs – which provides software and services to communications and media companies. The project covers both the operator’ s prepaid online charging system and its postpaid billing platform.
The modernisation goes beyond a straightforward upgrade. Amdocs’ platform introduces components including an AI-powered product
“ By the time a customer picks up the phone to call us, the damage to the NPS is already done”
Aleksandar Gichevski Head of IT Services & Architecture A1 Macedonia
catalogue, a high-performance rating engine and updated customer management modules. Together, these enable more flexible pricing models, faster creation of new offers and tighter integration between billing, customer systems and digital channels.
The strategic ambition is to reposition billing from a back-office function into a commercial engine – one capable of supporting the rapid monetisation of new services as A1 Macedonia’ s digital portfolio continues to expand. Aleksandar acknowledges that the project is resource-intensive but with the effort justified by the journey and ultimate results.
AI as an engine of transformation Across all three pillars of transformation, AI is present – and that presence will only continue to grow, Aleksandar says.
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