Connecting With Your Customers: Linking OSS and BSS Information (Cont'd)

Conclusion = “My Customer Is Happy and a Low Churn Risk”

But, what if the real situation is as follows:
• 5 “fast-busy” attempts/day
• Drops 2 calls per day during regular commute, always at the intersection of 1st Street and Grant Ave.
• 5 failed dialing attempts daily due to weak RF signals within top 2 calling location areas
• New phone takes twice as long as previous model to authenticate with the network
• 4 failed handovers roaming into Partner’s network, hence in-session calls were dropped
• 2 failed attempts at downloads after first week of having the new phone.

Conclusion = Now What Does Their Business Intelligence Tell Them?

Customer Care - Within the incident management process (troubleshooting) what if you could “zoom in” on an individual customer service problem and go further to find the root cause of the fault in an automated fashion during the first call? All most customers really want to know is that when those important calls drops at just the wrong moment, their data service won’t connect or their picture message won’t send, their provider knows this too and can help.

Sales Account Management – What if you could proactively “zoom” in on the usage experiences of your top corporate customer groups to ensure, in real-time, that these customers are receiving the services “as they anticipated them” when originally purchased? This approach may serve particularly well in the cutthroat arena of corporate account management. In the tech-savvy mobile data world of ...

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