BRO_LonestarCellMTNLiberia_Feb2021

MTN Liberia accelerates mobile payments and digital transformation IN ASSOCIATION WITH Lonestar MTN Liberia

DIGITAL REPORT 2021

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MTN Liberia accelerates mobile payments and digital transformation

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Chief Information Officer Titi Fakuade outlines how COVID-19 has produced unexpected benefits and discusses the operator’s plans for becoming a major digital player

T

he disruption from the global pandemic has yielded some unexpected benefits for Lonestar Cell/ MTN. The Monrovia-

based telco has capitalized on the growth in digital to strengthen its mobile payment services.

In contrast, customers, either through working 04

from home or consuming more data, have become more digitally savvy – which complements the company’s core vision to empower and provide everyone with the benefits of a modern, connected life. Therefore, we continue to evolve our technology and IT landscape to enable true innovations that provide business value to align with our goal to become a FinTech and digital player.

“The good thing about COVID-19 is it has accelerated adoption,” said CIO Titi Fakuade. “There are so many things we do now that pre-COVID we wouldn’t have engaged in – such as virtual conferences, meetings which require providing people with data and internet services wherever they may be. With the rise in Work From Home (WFH), people can work effectively while adopting these tools.

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“ The good thing about COVID-19 is it has accelerated digital adoption. There are so many things we do now that pre-COVID we wouldn’t have engaged in” — Titilope Fakuade, Chief Information Officer, Lonestar Cell MTN

again, COVID indirectly helped facilitate demand. “There was a need to ensure that customers who couldn’t visit the service centers should be

“Mobile Money services have been

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able to perform some services them-

a huge focus for us, and we have

selves through self service options

been able to implement ‘push and

and use of our digital customer service

pull’ strategies. Consumers have

channels. Combined with COVID-19

warmly received it, and the banks

social distancing requirements, we

were relieved as it freed up their

became even more customer-focused

spaces, and they avoided handling

and improved their experience with

cash.”

Lonestar Cell MTN.

Mobile Money marks the latest phase in an ongoing commitment to improving the customer journey – and

While mobile payments were in place before the pandemic, banking services,

MTN Business Overview CLICK TO WATCH

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1:34

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such as international remittances, have

access exclusive offers and discounts.

been enhanced. “For Mobile Money,

Leveraging digital channels through

we’re looking at breaking new barriers,

social media has also helped grow the

having third party developers onboarded

brand’s profile.

through an open API within the next six to 12 months,” she said.

Other developments included a new instant messaging app ‘Ayoba’, powered

2000

Year founded

by MTN that allows people to chat with anyone regardless of whether they have the app or not. The App allows people to enter discussions without worrying about data – invaluable for fostering communication during lockdown – and

100 + Number of employees

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“We have to ensure that services

received enhanced focus. Around

are highly available, and customers

80 percent of employees worked

can get services on demand,” she said.

remotely during COVID, and the com-

E- learning is another key trend, which

pany could leverage seamlessly on the

has broken down the barriers, so now

technology. “E-commerce is here to

customers can join courses wherever

stay, with online purchasing growing.

they are.”

There is no turning back. We are living

Cybersecurity, another vital area

in an age of ‘the new normal’, “ she said.

whose profile has soared in tandem

“There was a need to be empathetic

with the WFH movement, has also

with the teams and strike a balance

E X E C U T I V E P R O FILE :

Titilope Fakuade

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Title: Chief Information Officer Industry: Telecommunications Location: Nigeria Titilope is the first female CIO in the history of Lonestar Cell MTN and a true trailblazer. She is a seasoned professional with wealth of experience, spanning 19 years in highly competitive markets, 14 of those years within MTN family.

She has a proven track record in Telecoms & IT Leadership with a mantra of value creation, and consistently added value through technology, empowering teams to aspire to become next generation of leaders and maintain market leadership. Titilope holds a Master’s in Business Administration and a Bachelor of Science Degree in Physics. She’s a true hot-shot technology leader, proud wife and mother of two children. www.c o mpa ny we bsit e. com

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RAP I D- F I R E Q U E S T I O N S

What are the top three trends?

I see high-speed 5G and IoT growing in importance; cybersecurity as digital evolves; and data analytics.

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How does Lonestar Cell MTN differentiate itself from competitors?

Our brand affinity, our customers, our vision and core beliefs.

We introduced programmes that connect with people and culture, such as the sponsorship of the MTN Liberia Music Awards, and initiatives such as MTN Plug and Prestige.

What are the key trends in 2021?

E-commerce is here to stay and mobile money.

between engagement and isolation.

I had one-on-ones regularly to keep on top of things.�

As Lonestar Cell MTN’s network evolves, it looks at new technologies such as 5G. Still, she said that the priority now is exploiting existing technologies and big data and analytics,

“ We have started this journey driving mobile payments … this has actually given better experiences and placed the customer first” — Titilope Fakuade, Chief Information Officer, Lonestar Cell MTN “We have solutions that use robots, ensuring that we are constantly monitoring the network, and ensuring services are available from the huge demand of the customer base,” she said while “Chatbot and AI space are areas of opportunity.” As someone with a physics background, there is a need to be solutions minded, forward thinking and work well within a team.”

“Africa is a continent with huge digital which will propel the business forward.

potential; it’s evolving even faster after

“We have a lot of insights that must be

the pandemic. We see customers who

exploited for business value – that’s

were previously resistant now accept-

a continuous journey,” she said.

ing change, and they won’t return to

Virtualization technologies will take

the old ways. There will be a blend in the

greater prominence as Lonestar Cell

future – a lot of people still miss the per-

MTN looks to raise efficiencies in tan-

sonal interaction, depending on the

dem with greater workflow automation.

age segment.” www.c o mpa ny we bsit e. com

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“ We have a plan to transform into a digital operator, under our ‘Oxygen’ transformation programme. To achieve this effectively, we will need our partners to work with us” — Titilope Fakuade, Chief Information Officer, Lonestar Cell MTN

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CO N N ECT I N G Y O U T H, HI GH EARN ERS AN D M ARGI N ALI SED Culture remains critical for rallying around a common goal and vision.

“For us to continue to succeed, our empowering culture plays a vital role. Everyone believes in the vision to lead delivery of a bold new digital world, and we have a common belief that everyone deserves the benefits of a connected life. These impact our actions on a day-to-day basis.

Lonestar MTN has many partners, providing strategic collaboration, which is critical to continuous evolution of digital experiences for our customers. There is a need to ensure

Lonestar Cell MTN has developed specific products which meet different demographic needs: • MTN Plug is its youth proposition, focused around data and lifestyle benefits • MTN Prestige stems from understanding high-value customers, providing data packages and rewards tailored to their needs. These customers benefit from charity program by giving back to the society. www.c o mpa ny we bsit e. com

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“ We see customers who were previously resistant now accepting change, and they won’t return to the old ways” — Titilope Fakuade, Chief Information Officer, Lonestar Cell MTN

they are ecosystem partners as the relationship cannot be one sided.

Some of the partners we have strategically collaborated are Secure and Trusted Alliance Services for infrastructure supplies, Comviva to provide mobile solutions and digital VAS and Kapptivate for quality of experience, monitoring, and testing.

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“Partnerships needs to be strengthened as we progress on this

market, within the enterprise, and within the connected workspace.”

digital transformation journey,” she said. “We have a plan to transform into a digital operator, under our ‘Oxygen’ transformation programme.

To achieve this effectively, we will need our partners to work with us.”

“We will try to move into agile operations, enabling growth within the www.c o mpa ny we bsit e. com

LONESTAR MTN LIBERIA LBDI BUILDING, CONGO TOWN MONROVIA LIBERIA T +231 886 500 000

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