MATTEL, Telecommunications Pioneer in Mauritania

Context

As part of its ongoing commitment to improving products and services for its customers, MATTEL, a pioneer in telecommunications in Mauritania, enlisted our experts to define its new strategy for developing its digital channels, including its informational portal, online store, mobile application, and self-care platform.

Objectives

Promote MATTEL's services and products for each target customer group
Share news relevant to the target audience (actions, news, events, etc.)
Provide a contact channel with different targets for interaction

Customer satisfaction and proximity were MATTEL's primary concerns. In this regard, a digital self-care platform was implemented to provide customers with a range of online services, allowing them to:

Have a dashboard with key indicators
View invoices and loyalty points
Explore products and services such as online recharges
Conduct online transactions, including line transfers, offer migrations, product reactivations, etc
Submit dissatisfaction or suggestions to customer service

To ensure omnichannel support and ensure that customers are well-equipped regardless of the channel they choose, the mobile application was developed not only to replicate the features of the web version of self-care but also to:

Ensure 24/7 communication with customers through chat, online assistants, etc
Advise customers on various offered services or products
Enhance interactivity with customers through reviews, comments, and surveys

The Project

Project Name: Development of the Informational Portal, Online Store, Mobile Application, and Self-Care for MATTEL Mauritania.

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