Long-term partnership driven by proactive account management

Indigo has been a plan.com partner for over 11 years, working closely to support business customers with proactive mobile account management. The partnership was established following previous experience with plan.com and was the first choice when Indigo was formed. By combining my.plan with a strong, responsive support model, Indigo has been able to deliver greater control, visibility and confidence to its customers.

Proactive usage control in a reactive industry

As business mobile estates grow, customers increasingly struggle to maintain visibility and control, particularly when usage is managed at an account level rather than by individual users.

“The biggest challenge in the industry is proactively managing customer accounts, customer usage and customer spend, which is becoming more and more important,” says Nicola.

She further adds that data overspend is one of the most common customer issues, and on many networks, it is really difficult to manage effectively, often leading to unexpected costs and dissatisfaction.

User-level control with my.plan

By providing control at a user level rather than account level, my.plan eliminates data usage issues completely, removing one of the biggest challenges customers face.

“my.plan allows us to manage what users are able to do or not do, which is a massive benefit for businesses,” Nicola adds.

Beyond the technology, Indigo values plan.com’s collaborative approach and ongoing evolution of the platform. The team listens to partner feedback and works to implement improvements that benefit customers.

“There’s never a ‘no’,” says Nicola. “It’s always about seeing how something can be implemented and how customers can be helped.”

This proactive, partner-led approach helps prevent issues before they arise, supported by a highly responsive service team.

“It’s difficult to give one example of where plan.com made a real difference because that happens every single day. Every support ticket gets answered and dealt with efficiently,” adds Nicola.

98% retention, real control and sustainable growth

The partnership with plan.com has driven significant growth in Indigo’s business mobile base, alongside consistently high customer satisfaction. Customer retention on plan.com is currently around 98%, with minimal churn.

“We don’t tend to lose business on plan.com,” Nicola notes. “The service is really streamlined, and my.plan allows us to proactively manage accounts, usage and spend.”

With a product that is easy to sell, flexible enough to meet evolving customer needs and backed by strong partner support, Indigo is well positioned for continued growth.

“Over the next 12 to 24 months it’s going to be massive, and we know we’ve got plan.com’s support,” concludes Nicola.