Co-operation enables operators to reduce barriers for mobile data adoption and improve uptake
Olista, specialist in Service Adoption Management (SAM) and Agillic, a specialist in customer lifecycle management for communications service providers, have today announced a partnership teaming the two companies. The jointly developed solution will enhance the customer experience by improving the ease of use of mobile data services with an efficient and effective personalised communication process.
The solution combines OlistaSAM and Agillic’s Customer Lifecycle Management solutions (CLM). OlistaSAM allows operators to identify in real time, adoption barriers and investigate their source and trigger resolution directly and through partner systems. Agillic’s CLM allows operators to manage, evaluate and automate customer interactions to facilitate one-on-one dialogues based on profiles and previous exchanges.
The partnership enables Agillic to use the information provided by Olista to communicate directly to individual customers. This makes a powerful difference to a customer’s perception of a brand. It creates high levels of satisfaction with subscribers who will benefit from receiving relevant, informative communications based on their actual usage at the time they experience any activation or break in service problems.
By combining their technologies, Olista and Agillic will ultimately be able to provide customers with a superior customer care service. Users of mobile data can now automatically be sent information on why they have encountered problems with the services, followed by instructions on how to rectify the fault. By automating this service, mobile operators will be able to greatly reduce call centre costs and respond far quicker to any service problems customers may be encountering.
Olista and Agillic’s combined technologies will ensure all customer interactions to and from the mobile operator, regardless of what form they take, are recorded and accessible. This ensures all dialogues remain consistent, relevant and personalised from SMS communication right through to customer services representatives and point of sale. Usage patterns can be monitored and where an individual user encounters service barriers, corrections can be triggered in real time.
Oren Glanz, CEO Olista states, “This is an exciting collaboration and will enable both Olista and Agillic to deliver real business value to mobile operators. If mobile services do not perform properly or lagging due to adoption barriers, operators can now proactively contact these customers to solve the problem and either offer assistance or a refund. By treating customers positively, operators can enjoy the reward of loyal customers using VAS services again.”