Nokia Networks. Serve atonce Device Manager. Stay ahead of what s really happening

Transcription

1 Nokia Networks Serve atonce Device Manager Stay ahead of what s really happening

2 A day in the life of Serve atonce Device Manager, an operator and a customer Meet Steve... He s a high value customer whose mobile usage habits are changing, and he s starting to get frustrated. He s a journalist who works hard and loves football. He relies on his mobile phone to balance his work and personal life....and this is MyTelco. They play in a very competitive market, and many of their customers are at risk of churning. They have just started using Serve atonce Device Manager. How does Device Manager help them and Steve? 4 Serve atonce Device Manager: Stay ahead of what s really happening

3 10am - 3pm Easily push configuration settings to boost the usage of your services Steve has a new smartphone and can t wait to try all the new features that his new toy can offer. He is specially interested to try the new service package that includes streaming of football matches. MyTelco, Operations & Engineering: Once Steve turns his new phone on, the operator identifies that this device was not associated to Steve s account before Serve atonce Device Manager notifies the network that Steve now has a device capable of high bandwidth streaming, based on which new HD video service packages are promoted to Steve. Configuration settings are sent over the air and Steve is happy to see that he can now watch football summaries. Steve subscribes to this content and immediately the selected services are set up on his device by Serve atonce Device Manager. Steve enjoys the HD video services on his new phone. Automate optimization of user experience and network load with Wi-Fi traffic steering Steve goes to a late lunch and tries to watch a football video from last night on his smartphone but the connection is slow. He is not happy and wonders why his service is not good. MyTelco, Operations & Engineering: Steve s location has changed to an area of congestion and the network s policies are checked to see what the settings are for this location when congestion occurs. Serve atonce Device Manager Is triggered to move Steve s smartphone from the congested 3G network to the Wi-Fi hotspot in the cafe so Steve can enjoy the services he subscribed to. Steve notices that he can now watch the football video with great image quality...and he s on Wi-Fi. Steve is impressed that his phone moved automatically to Wi-Fi and the problem disappeared. He doesn t realise that the operator took care of his problem for him because the process was so smooth. Serve atonce Device Manager: Stay ahead of what s really happening 5

4 9pm Solve service configuration issues instantly and keep your services rolling Steve s gone to see his favourite band and wants to send a video message to his girlfriend. The message delivery fails. Serve atonce Traffica detects that Steve s video message failed due to a problem in the device s service configuration settings. The Serve atonce Device Manager platform is triggered to send the right configuration settings message to Steve s phone. Steve accepts the configuration settings delivered over the air and the video message gets through to his girlfriend without problem. The danger for an operator is that customers will not benefit from new services because they are unable or unwilling to spend increasing amounts of time configuring the devices. This means dissatisfied customers, decreased usage and therefore lost revenues on a large scale. (Ovum) 4 Serve atonce Device Manager: Stay ahead of what s really happening

5 What is Serve atonce Device Manager? Serve atonce Device Manager is a crucial system for the operator that is focused on improving the customer experience. This is done by automatically pushing service configurations in case of a problem and by offering more powerful ways to provide care in case a proactive action is not enough to solve a problem. Efficient customer service requires device management Automated provisioning, e.g. new subscriber, handset change Proactive customer care Self-service More effective tools, e.g. diagnostics, displaying real time customer information, downloading applications, updating firmware Efficient marketing requires real-time device knowledge Direct marketing support: Proactive service promotions pushed to targeted segments with capable devices Dynamic web portal based on customer active device (e.g. promotions, upgrades, accessories) Tracking of service uptake Correlating service uptake and device ownership can be built on top of Traffica to support every area of the business Serve atonce Device Manager: Stay ahead of what s really happening 5

6 Nokia Networks value proposition with Serve atonce Device Manager: A complete solution to reach and manage all devices across multiple network types Telco-grade solution built to be an integral part of a mobile network Enables the use of device model information to help business decisions Drives customer care savings of up to 20% with reduced calls and shorter resolution times Average ROI below one year even when only a basic feature set is used More about Serve atonce Device Manager: Nokia Device Management solution plays an important role in utilizing operators Wi-Fi potential Operators can configure devices to seamlessly connect to Wi-Fi hotspots The operator manages the whole life-cycle of users while connected to Wi-Fi Configure dynamic location and time-based policies to drive the Wi-Fi selection Roll out a strategy for application based traffic steering Control QoE and revenue streams based on network load and subscriber profiles Introducing Complete Device Management Serve atonce Device Manager Traffic Steering Enabling mobile operators to gain control over Wi-Fi traffic and revenues Customer Care Complementing point solutions to ensure improved service experience Cellular (2G/3G/LTE) Service Experience Comprehensive device management covering any possible devices subscribers have Wi-Fi Customer Insight Enabled by solution methodology and professional services capabilities 4 Serve atonce Device Manager: Stay ahead of what s really happening

7 Success stories Customer care savings A European operator who heavily utilizes our Device Management solution in their Care department has seen it reduce the average call handling time of troubleshooting calls by 75%. Today an agent that handles troubleshooting calls can hardly imagine a positive solution for the customer without the SADM (Serve atonce Device Manager) says the Mobile Internet Manager for this operator. Improved customer insights An Asian operator using our solution to better identify devices on their networks and to manage campaigns more effectively estimates that within 3 months they will increase their revenues by 270K EUR. As of today they have around 1.5M devices on their network that they cannot identify, making it difficult to support that part of their customer base. Understanding the mix of devices they have in the market and how they are being used gives them more opportunities for upsell, like data capable devices where the subscribers aren t using data. Control service experience Automated handset configuration powered by Nokia Networks Serve atonce Device Management solution ensures our customers get the most out of their handset, increasing both satisfaction and the potential number of services they can use. Gyorgy Koller, CTO Telenor Hungary #1 in mobile device management Analysys Mason report Serve atonce Device Manager: Stay ahead of what s really happening 5

8 Nokia Solutions and Networks Oy P.O. Box 1 FI Finland Visiting address: Karaportti 3 ESPOO Finland Product code C B EN Nokia Solutions and Networks 2015 About Nokia Nokia invests in technologies important in a world where billions of devices are connected. We are focused on three businesses: network infrastructure software, hardware and services, which we offer through Nokia Networks; location intelligence, which we provide through HERE; and advanced technology development and licensing, which we pursue through Nokia Technologies. Each of these businesses is a leader in its respective field. Nokia Networks is the world s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world s most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly. networks.nokia.com Nokia is a registered trademark of Nokia Corporation. Other product and company names mentioned herein may be trademarks or trade names of their respective owners. networks.nokia.com