Solution for Customer Experience Management

Transcription

1 Solution for Customer Experience Management

2 New approach to Next Generation Customer Experience Management and End-to-End testing Smart solution for measuring and reporting the real customer experience and typical service problems Turns subscribers to more active role in network measuring and service quality assessment Economic - no network investments needed Scalable - full integration to operator processes and OSS systems Customizable - Operator branded mobile apps for customers Increase customer loyalty Pro-active quality assessment of personal communications services Automated communication channel between Customer groups and Operator Instant Help Desk reporting on typical service quality issues 3

3 InstantCEM Mobile App Value proposition Instant trouble ticketing Real-time view to realized QoS levels Fast reaction to customer problems Operator Branded App powered by InstantCEM Interactive group communication channel for ticket management Accurate problem classification for corrective actions Comparison of service levels for Corporate/VIP Customers 4

4 InstantCEM in Action Automatic QoS reporting 1. Customer experiences poor service quality with communications services 2. Data traffic characterictics are measured automatically on user smartphone on an operator branded App 3. InstantCEM Scourer analyses the submitted data and classifies customer service profiles InstantCEM Scourer Operator systems & processes FIXED 6. Customers feel they are VIP customers whose user experience finally matters! 5. Group information Capacity degradation detected in certain hot spot 4. Systems recognize automatically the decreasing quality trend at customer and raises an alarm for immediate action 5

5 InstantCEM in Action Manual QoE reporting 1. Customer suffers bad service experience 2. Customer reports Help Desk the issue with a QoE ticket 3. InstantCEM Scourer classifies and analyses the ticket, integration to operator systems and processes InstantCEM Scourer Operator systems & processes FIXED 6. Immediate positive impact on operator image! Help Desk reporting easier than ever before. 5. Group (one to many) communication Network problem detected and fixed 4. Automatic customer analysis exposed many users reporting the same issue on the same area immediate actions to operations 6

6 Example branded application Insert logo Insert logo Insert logo 7

7 InstantCEM Scourer Navigate through your Network and Customer base Data warehousing On-line storage for tickets and reports Ticket classification engine Interactive trouble tickets processing Ticket process configuration Cell and mast inventory information On-line reporting Different Geomap options Customer and customer group analysis Network and device views Roaming quality assessment TOP x reporting dashboards Scalable and secure User account management Audit trails SaaS or private deployment available Seamless integration to BSS/OSS via SQL API 8

8 InstantCEM Benefits CSP innovativeness Customer satisfaction Customer service quality Positive marketing value Subscription upgrade to VIP category without extra cost! Personal app for managing service quality Help Desk reporting in 5 sec Months Cost of Operations Customer Churn Investment costs Real-time view to service levels Less calls to Help Desk Economic way to collect QoE/QoS data for more accurate network troubleshooting More measured information for optimizing network capacity investments 6

9 Thank you! InstantCEM Oy Laserkatu 6 FI Lappeenranta Finland