About Tanja Ferreira

Tanja Ferreira is KPMG Partner, Management Consultancy. Tanja has primarily been involved in business process improvement projects focussing on the reengineering and streamlining of both front office and back office processes and businesses in order to improve efficiencies and to ensure systems alignment. This also included evaluating different business models such as shared services, centralisation etc. Tanja has led a number of projects at major corporate clients. She has experience with feasibility studies and business requirements definition for the implementation of both SAP and Oracle.

Author Archive | Tanja Ferreira

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Pay less for your phone calls

  The price of cell phone calls is set to take a dip now that […]

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KPMG South Africa Telecommunication

Achieving a superior customer experience

Developing brand affinity is an important part of establishing customer loyalty. In order to establish a long-term, beneficial relationship with your consumer, the experience delivered at point of sale is key. As part of our global study on customer experience in the mobile market, we established that customer experience has become a C-level and board priority for the majority of telecommunication operators.

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The evolution of top-up methods in the mobile market

With the vast majority of the South African population operating in the feature mobile market, top-up and prepaid services are the norm. Contracts can be expensive, and when you’re watching every rand and cent, a reality for many South African consumers, affordability is a big consideration.

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customer service

Improving call centre customer experiences

Contemporary brand thinking promotes the practice of building a brand internally first before expanding outwards. This includes instilling a sense of brand stewardship in all employees – especially those that actively engage with the consumer.

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Optimising the online customer experience

At present, South Africa is home to one Mobile Virtual Network Operator (MVNO) – Virgin Mobile. With talk of Orange entering the market as a MVNO in the very near future, we unpack the complexity of the online customer experience and discuss how MVNOs appear to be leading the way.

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KPMG South Africa Mobile Market

Delivering a better retail experience in the mobile market

It is estimated that South Africa has over 40 million handsets in circulation, majority of which are feature phones. While the smart phone market continues to grow, price still acts as a barrier to any exponential growth in market share. As a result of consumer price sensitivity, the prepaid mobile market in South Africa thrives in comparison to contract-based mobile services.

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