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network the numbers belong to. Customers were able to make edits to their numbers though a Web application which handled over 300,000 updates a month.
To ensure optimal application performance, the carrier’s IT teams used customer experience management solution to analyze historical customer transaction data and identified that some customers were receiving error messages and not reporting them to customer service. Nearly 3,000 times per day, users were experiencing defects after attempting to save new numbers in their account.
After reviewing the data captured by CEM, the IT team identified the root-cause of the defective transactions - a logic error was causing customers to receive an incorrect error response when updating their selected numbers. In over 50% of these transactions, the application successfully updated the customer account, but still generated an error message to the user - which resulted in customers attempting to update their accounts multiple times.
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Monitoring solutions should be deployed proactively as opposed to being emergency measures. They should monitor real transactions and customer interaction as opposed to synthetic artificial transactions. |
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consistent performance, transaction volume increased 400% to an average of 200,000 per month.
By preventing availability and performance issues from reaching the customer, operators can enjoy the full benefits of moving customer interactions to self-service channels. The financial benefits come from higher revenue through self-service channels, reduced operating costs, and more effective and efficient IT operations. High-quality self-service also drives qualitative benefits including improved customer satisfaction and retention, positive word-of-mouth, and enhancement of the company’s brand image. IT organizations responsible for performance management see improved employee morale
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Based on the success with the program, the carrier expanded their CEM deployment to monitor other mission-critical customer-facing Web applications and business-to-business applications. Overall, the CEM now monitors and records an average of 250,000 transactions per day while introducing zero system overhead.
One example of continuous improvement reporting occurred after a business analyst reviewed CEM data for an application that allowed resellers to add a new line of service to existing customer accounts. This application was processing an average of 40 thousand requests per month – which was lower than the projected transaction volume.
An investigation showed that an error in the application was disabling the “add new line of service” button for some customers because of the way their account was configured. After modifying the application to ensure
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and lower turnover when they are equipped with the right tools.
One area where new self-service portals are becoming increasingly critical is automated provisioning and activation of services. The speed of service activation impacts customer satisfaction and can capture revenue at a time when the user is most eager to start downloading content and conducting transactions.
Unlike the network-based provisioning of traditional voice services, which involved primarily OSS processes for provisioning and fulfillment, the activation of converged services takes place predominantly within a software environment – through Web or device portals, inside the SDP and IMS, and through integration to OSS/BSS systems like billing, CRM, etc., and to third-party content
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