Being transparent with users about network performance is set to transform Customer Experience Management (CEM) across the world – leading to major savings in outage costs and call centre management and also boosting customer loyalty and cutting churn. This was the message given today in Atlanta, US, to an audience of senior mobile network operator executives by Leon Hardwick, Director, Global Sales and Marketing, of UK-based SpatialBuzz – one of the fastest growing customer experience analytics and service monitoring companies in the world.
Hardwick, whose company has already produced award-winning CEM solutions for mobile operator O2 in both the UK and Germany, told the gathering at the CEM in Telecoms conference, that opening up network performance to the users themselves had enormous benefits and marked a turning point for any operators across the world – fixed and mobile – that were serious about customer relationships and cutting outage losses.
“Transparency of the network not only gives the customer empowerment and confidence in you as a provider but their input allows you to have much faster awareness of trouble spots in the network – to inform the engineering and call centre departments and to deal with the problem,” said Hardwick.
“You cut the outage time – which saves revenue and reduces the threat of regulatory fines and loss of customers – and you can keep customers informed proactively which in turn reduces the pressure on the call centre”.
SpatialBuzz – whose unique approach and solution is cloud based – uses the latest crowd sourcing techniques to derive intelligence whilst directly engaging the customer about the “live network” status. Our Operator customers have seen network related calls to the call centre drop by more than a third, resolution of enquiries took 15% less time and feedback surveys showed a significant rise in customer satisfaction.
“By opening up about your most important touchpoint – the network – to your most important asset – your customers – you create a “real-time” army of network performance watchers. A network operator can expect a return on investment within just one year and a tenfold payback in three,” added Hardwick.
Kaynak : 