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1 MTN Uganda is a public limited company, a leader in the telecommunications market in Uganda
with the highest subscriber base at over 11 million customers. It is a subsidiary of MTN Group a
global company whose head office is in Johannesburg, South Africa. MTN Uganda offers Voice, Data,
Mobile Financial Services and Enterprise service solutions to customers.
This marketing plan is for the Mobile Financial Services which refers to the use of a mobile phone
both for mobile banking, mobile payments and remittances. Mobile Money is an electronic wallet
service that enables one to send and receive money using their mobile phone from authorized
mobile money agents and partner ATMs. The Mobile Financial services market in Uganda is at its
growth stage of the PLC and has over 17.6 million customers. MTN Uganda has over 7 million
registered customers, followed by Airtel money at 3.5 million. Over the period from end of June
2013 to the end of June 2014, there were 445.7 million transactions valued at SHS. 22.2 trillion
(About $8.5 billion).
MTN Uganda delivers services to B2C and B2B customers in High Value and Low Value segments. Its
key Stakeholders include BOU, UCC, Mobile Money Agents, Partner licensed institutions and
Customers.
Table 1 Using the TOWS Matrix to Audit the internal and External Environment
for MTN Uganda
Internal Factors
4.
Strength
1. Financial strength with ROI of 210
1.
billion
shillings
annually
(Internal
reports)
2. Strong Channel network over
2.
30,000 active agent networks
3.
3. New enhanced Ericsson Converged
Wallet Solution, platform
4.
4. Market leader with 56% market share
5.
1.
2.
3.
External Factors
Weakness
1. Fraud: Mobile money System
manipulation by staff and unlawful
transactions fees.
2. High System downtime
3. Budget cuts in promotional mix
of Mobile Money products
4. Low innovation culture
Opportunities
1. Banking penetration at 3%
against a population of 35m with
75% residing in rural areas
2.
International
Know
Your
Customer (KYC) standards at
account opening
3. GDP expected to grow from
6.9% in 2014 to 15.6% in 2018 due
to Oil production.
4 Future trends; Mobile Money
Applications interface available on
Android and Apple software and
NFC to replace USSD
SO
1. (S2, S3, O1) Reach new markets
using new distribution channels.
2. (S4,S5,O3) Grow market share by
tapping
into
potential
customers
increased disposable income (grow user
share )
3. (S3, O2) - Product development and
CRM system Tailor products to
targeted customer segments in KYC
database.
WO
1. (W1,O2) To minimize future
incidents, customer verification at
all transaction stages with system
generated transaction fees.
Threats
ST
WT
Justified conclusion as to the level of creative thinking with the organization currently.The sources include
internal reports, BOU guideline reports, MMU reports and EIU report.Organizations orientation and justified
Protect and improve MTN Ugandas positions as market leader by acquiring 16.4
million new customers by June 2018
Intensify MTN Ugandas effort to develop new products to increase the sales revenue
from 218 trillion to 300 by June 2018
Expand MTN Ugandas distribution base from 50,000 to 80,000 dealer and agent
network by June 2018.
B2C
B2C
B2B
B2B
Segment
s
High Value
Low
Value
New (Low
value)
Multinational
SME's
Characteri
stics
Household income
>SHS.24,000,000
House hold
income
<SHS.2,400
,000
House hold
income <
SHS.500,000
Annual Turnover
SHS.5,000,000,000
SHS.1,200 ,000,000
Age 36 49
Age 26 35
Age 26 35
Urban
Semi
urban
Rural
Global
Local
Brand
switching
Brand switching
Brand switching
High price
sensitive
High price
sensitive
Economic Value
Price Sensitive
Convenience
Availability
Availability
Bank
Deposits
and
Withdraws
<SHS.500,0
00
Mobile
Withdraws
Pay wages
Pay wages
International
Remittances and
Mobile Money to
Bank transfer
Saving and
Loans
Merchant Allow
payments using
Mobile Money
Pay Suppliers
Payments Bills
(UtilitiesWater,Energy,Pay
Payments
(Insurance,
Solar Light)
Buyer
needs
Use
Situation
Annual Turnover
< SHS.100,000
Employee Life
Insurance
TV),Goods and
services
Functionality (10)
Brand loyalty (6)
Convenience (5)
Innovation (8)
Hi
gh
High
Co
B - Buy Airtime
C - Financial Services (Deposit & Withdraw,
International
remittances,
Utility
payments, insurance and Solar)
A
0%
Low
A - Send and Receive (P2P/G2P)
Mediu
m
Low
Medium
D Merchant Payments
100%
0%
Segment
Advertising
Low Value
Channel
Execution
on new functionalities
Money Services
Language radio
TV
Personal Selling
-To Increase number of new
accounts
Multinationals
High Value SMEs
Technical Selling
Merchandising -
Trade selling
Sales Promotion
Brochures
Catalogues
Trade shows
Incentives
Promotional pricing
Internal Communication
To grow product knowledge
Staff
Intranet
Dealers
Agents
Extranet
Product ideas
Information resources to agents and
agent receive feedback from the market
Digital
High Value
Website
Interactive website
Social media
Public relations
All segments
4.5 People; Training will be given to MTN staff and Agents especially customer facing staff on
products, to understand the appropriate forms of behavior like courtesy and different personality
types. Agents will be trained on fraud detection as referenced in the W1 of the audit.
4.6 Physical Evidence; The customer touch points including but not limited to Customer service
centers, Agent stalls to be properly branded with specialized Mobile Money Tills. All touch points will
have transaction chats in a visible area for customers to see in both English and local language
dependent on the region. Agents will be given MTN branded aprons to be easily recognized. The
mobile phone interface used to transact mobile money will be provided in both English and local
language with an innovation for audio to facilitate People with Disabilities.
4.7 Process; Customer required by law to be registered as reference in audit O2. Customer
registration using agents takes 7 days for the customer details to be entered into the system. The
delay is frustrating for the customer and a one-step registration process will be implemented at
purchase of SIM card. Mobile Money System down time will be communicated using text SMS to all
registered Mobile Money users.
5.0 Implementation and Control
2016
2017
2018
Transaction(Volume)
300,000,000
600,000,000
900,000,000
Value
214,742,786,627,777
429,485,573,255,554
644,228,359,883,331
6,442,283,598,833
12,884,567,197,666.62
19,326,850,796,499.93
*Value estimated on assumption that no additional charges are levied on transaction costs
ACTIVITY
Product Plan Develop Buy Airtime &
Data functionality
Distribution Plan Recruit new channel
member Agents, Bank ATMs
Channel innovation Digital channel
Communication Plan Create annual
creative strategy
Formulate of message and production
(Radio ads, TV ads, Print ads)
Select media (Radio, TV, Print)
Internal campaign
Physical evidence Share brand collateral
(POS) to agents and Partner bank ATMS
Process Innovation
People Training
J F M A M J J A S O N D RESPONSIBILITY
Product Manager
BUDGET
YEARS
2016
2016
2016
2016
2016
2016
2016
2016
2016
2016
2017
2017
2017
2018
2017
2017
2017
2017
2017
2017
2017
2017
2018
2018
2018
2018
2018
2018
2018
2018
2018
2018
2018