If they want to do something right, reduce confusion with the myriad of packages available currently.
Have 1 post-paid product and give the end-user the ability to customize (and pay for) a package that suits them; for example: 0 SMS, 100 Anytime Minutes and 10 GB data (or whatever combination thereof that fits their budget) as a "start" and then allow them to set limits for each to not overrun their bill.
Ability to setup roaming overseas or disable it without having to phone in/sign another contract etc. Also setup a spending limit per day and a "to / from" date to automatically disable by the end date. That way you don't reach the spending limit of your roaming data all at once, and can have a bit of access every day if required, and it is automatically managed, so that when you return, it's automatically deactivated for when you forget to do so manually.
Have 1 prepaid product, same as above, able to recharge with Airtime OR SMS OR Data (Or Whatsapp / Facebook /Instagram or Twitter specific data packages). If a prepaid user exceeds a specific amount of money spent a month for 3 months, give incentive them to move to post-paid for cheaper rates.
Ability for prepaid to see any "value added services" loaded through web/mobile app
Same web portal for both (same mobile app for both), consistent look & feel AND features
Having said that, customer service has always been MTN's Achilles heal, one department does not know what the other is doing, blames each other/sends the customer from one to another etc.
Once you can fix your internal communication (who is responsible for what) and have proper training and communication on new products (MTN still denies there is fibre in my area, even though I've personally spoken to several of the installers saying it's for MTN and has been active for a few years now), then you might start winning over clients.
Imagine, not having to sit on the phone for 2 hours explaining to several MTN employees why you are phoning, but having that done in a matter of minutes! HEAVEN
.
