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[Audio] BREB Story: Keeping consumers in our hearts with a never-give-up attitude. Background : Bangladesh Rural Electrification Board (BREB) is one of our valued strategic partners since 2008. They have a total of 80 PBS's (PBS-Palli Bidyut Samity) and covered 61 districts, 462 Upazillas, and 85k+ villages across Bangladesh. Currently, they are serving 36.22 Mn+ consumers (the largest utility service provider organization in Bangladesh). From 2016, BTRC implemented biometric registration processes. Which is called reregistration. At that time, some BREB customers (approx. 2050 +) complete their registration by visiting customer touch points. Initially, corporate customer SIMs can be replaced using paper-based requests. But again, BTRC gives a directive that corporate customer replacement can be done using a fingerprint or OTP. As many BREB numbers do not register as corporate numbers in the BTRC system, they are unable to take the corporate SIM replacement benefit. The solution to this problem was one-on-one individual to corporate TOF. Which is near impossible. Activity : Grameenphone Technology division being the power connection user of BREB at around 15,000 BTS sites and data centers. The only solution to resolve this issue was to update the information in the BTRC database. Which was never done before for this kind of scenario. BREB wrote multiple letters to BTRC directly and has been seeking help since 2020. As per process, we have also persuaded BTRC through our corporate affairs team for this BREB issue. As per the BTRC SPOC suggestion, we have explored all possible options but failed several times. For the first time, we convince BTRC to do that. All the 2050+ MSISDNs of Bangladesh Rural Electrification Board (BREB) are now successfully updated as corporate numbers from earlier registered individual numbers in the CBVMP system. It's a long negotiation of more than four years. Finally, on 01 July 2024, BTRC agreed with our proposal, and on 07 August 2024, SynesisIT successfully updated their database accordingly. Outcome/Impact: So, the aggregate overall activity has led us to: Ensured 3G to 4G conversion BREB 2050+ corporate numbers. Customer satisfaction and pain point resolve permanently. Removed MNP threat and ensured 116 Mn+ Yearly Revenue First time in the Telecom industry BTRC has given this type of approval This accomplishment highlights the power of teamwork and effective collaboration with both internal and external stakeholders..

Table of content. 01. The Vision of Customer Experience.

The Vision of Customer Experience. Bangladesh Rural Electrification Board (BREB) has been a strategic partner since 2008, serving as the backbone of power supply in rural Bangladesh. With 80 PBS's and coverage in 61 districts, BREB connects over 36 million consumers, solidifying its position as the largest utility provider in the country. The journey towards enhanced customer experience began with the introduction of biometric registration in 2016, aiming to streamline services. Despite their efforts, challenges in corporate SIM registration led to the need for a transformative solution..

The Challenge: Corporate SIM Registration. In 2020, corporate SIM replacements faced setbacks due to improper registration in the BTRC system, affecting BREB's users. Attempts to resolve the issue through individual touchpoints proved to be nearly impossible, necessitating a more strategic approach. BREB identified that updating information in the BTRC database was crucial for enabling corporate customers to benefit fully. This led to ongoing communications with BTRC, aiming for a resolution that had never been achieved before..

The Negotiation Roadmap. A dedicated effort from Grameenphone's Technology division and corporate affairs team intensified the negotiation with BTRC over several years. Through persistence and strategic communication, BREB highlighted the importance of updating corporate information in the CBVMP system. After four years of discussions, the pivotal moment arrived on July 1, 2024, when BTRC accepted the proposal for updating the database. Finally, on August 7, 2024, SynesisIT successfully completed the updates, transforming the status of 2050+ MSISDNs..

Impact and Outcomes Achieved. The successful update allowed BREB to transition to 3G and 4G services for 2050+ corporate numbers, enhancing connectivity. This shift not only resolved customer pain points but also significantly boosted customer satisfaction across the board. With the removal of mobile number portability threats, BREB ensured a consistent revenue stream of over 116 million annually. This landmark achievement stands as the first approval of its kind in the Telecom industry, setting a precedent for future innovations..

Thank You for Joining Our Journey. We appreciate your interest in the transformative journey of BREB and BTRC's collaboration in enhancing customer experience. Together, we've overcome challenges and achieved significant milestones that pave the way for future progress in the telecom industry. Let’s continue to innovate and inspire for a brighter future in customer service and satisfaction. Thank you for your attention and support; together we can change the landscape of customer experience!.