Telcordia has today launched the Telcordia Service Management Suite, a comprehensive solution that enables mobile operators to maximize their customers’ service experience from the network core to the device, offering a key competitive differentiator that helps drive customer loyalty and increase service usage.
Research shows that two-thirds of customers stop trying a new service after two failed attempts, which represents a potentially significant loss of revenue. This newly launched suite, already trialed at a Tier 1 European operator, allows operators to easily identify and fix complex, multi-layered network problems that result in failed services and proactively improve the customer experience by identifying potential issues as they develop and before they impact the customer.
“Drawing on Telcordia’s innovation, experience and reach, the Telcordia Service Management Suite was developed as a critical business enabler that empowers operators to advance their service levels to directly respond to customer concerns,” said Michael Anderson, Senior Vice President, Global Solutions, Telcordia. “We see a specific demand from corporate organizations for metrics that ensure that their users receive the best possible service, and the ability of operators to provide a better customer experience is now becoming paramount.”
“Service management offers operators deeper insight into how customers are using traditional and advanced services,” said Ari Banerjee, Senior Analyst, Enabling Technologies Service Provider group, The Yankee Group. “Enabling operators to add quality of service and the ability to quickly troubleshoot and react to issues at the device level is a natural extension of a carrier’s network investment and can help enhance the overall customer experience and drive subscriber loyalty.”
As service management becomes a key, critical success factor to ensure customer retention and loyalty, the Telcordia Service Management Suite allows operators to ensure a real-time fault-free consumer experience by monitoring, improving and assuring quality of service in the following four key areas:
· Service experience: The Telcordia Service Management Suite offers one modular approach so operators can respond to network issues based on corporate policy
· Customer experience: Operators can measure and adapt to how effectively they are delivering services to their core customer base by accessing real-time data direct from consumer devices
· Device intelligence: By analyzing performance based on device type and software load, operators can access information that allows them to enhance handset and software performance
· Business intelligence: Network operation priorities can be linked to business objectives, ensuring that issues that have the greatest impact on customers and their business priorities are resolved first.