Arantech, a leading provider of customer experience management (CEM) software for mobile operators, will be showcasing its touchpoint solution at 3GSM 2007. touchpoint is being used by operators to uncover ‘hidden’ revenues. It is designed to identify customer experience gaps that exist in today’s mobile networks.
CEO Brendan McDonagh believes that based on the firm’s experiences in 2006, Arantech’s customers benefited from examining existing services to generate incremental revenue. He says: “Operators and customers will always need new services. Arantech is focused on delivering the customer experience to operators. Customers who try to use a service and fail constitute a loss to the operator. In most networks we have identified that 30-40% of data access issues are caused by customer-related problems, whilst 15-20% of service usage issues are related to customer-related problems. This customer experience is at the heart of uncovering hidden revenues.”
“A great example of where Arantech services have delivered value is MMS. Working with one major European operator, we uncovered customers who were trying to use MMS but were prevented from doing so because of incorrect handset configuration. We were able to uncover a recurring run rate of over €100,000 per week.”
touchpoint monitors the network in real time, all the time, to identify customer problems and has been deployed by large operators across Europe, Asia and the Americas supporting a subscriber base of over 120 million. Arantech recently won the 2006 Irish Software Association’s Partnership of the Year award.