Back
The changing dynamics of the mobile industry mean the challenges faced by mobile operators are constantly on the increase.
Customer acquisition, retention and effective customer relationship management (CRM) is getting harder, particularly as operators move towards multimedia and data services.
Overcoming the dependence on dipping voice revenues is still the key challenge for many; with the adoption of data services remaining relatively slow and only contributing approximately 14% of an operator's total ARPU. A close second is reducing subscriber churn. According to industry commentators and subscriber surveys, one of the top reasons for churn is Quality of Service and, of course, price.
In an age of increased competition and choice, subscribers' tolerance levels have dropped. The expectation on Quality of Service has become paramount and despite the ability of most mobile operators to monitor network quality, reports are often batch-processed from disparate systems (such as customer care, marketing etc). This means reports are frequently late and too generic to offer any real subscriber-centric value.
Mobile Operators need to be creative and find new QoS initiatives that capitalize on existing investment, as well as continue to fine tune and enhance their networks. With SmartTrust's Quality of Service solution, operators can do just that. SmartTrust QoS is a device-aware, subscriber-centric solution that focuses clearly on the subscriber and his user-experience.
Operators can monitor subscriber behavior and base their customer care, marketing or other technical decisions on real-time information; proactively solving any subscriber or network problems before they result in a churned customer. The same monitoring can even be performed when the subscriber is roaming to ensure a consistent user experience and direct users to partner networks.
SmartTrust QoS solution allows such monitoring to be conducted on an individual basis or across segmented subscriber groups.
 |
|
More information:
Please contact your account manager or
local SmartTrust office.
