Enhance Service Quality and Increase Customer Loyalty Through Proactive Management

Customer experience management solutionsTo support your business objectives
Enhance service quality and increase customer
loyalty through proactive management of each
customer's experience.
As telecommunications infrastruc- Yet traditional tools for managing Highlights tures become more complex and the networks do not provide direct visibility ? Detect potential service degradations marketplace more competitive, it is into the actual customer experience. before they impact customers essential that service providers know Service providers today need customer ? Understand which problems are what their customers are experiencing. experience management - a way to affecting the customer experience In the past, the method for monitoring understand, from the outside in, how ? Increase marketing and up-sell customer satisfaction was to measure customers are engaging with your capabilities by proactively monitoring aggregate network quality. Today, indi- network and services. Which customers behavior vidual service quality is key. When calls are upgrading to new services? Are ? Increase closure rates for new sales are being dropped or blocked, it is the new services working properly for and help maintain your existing not enough anymore to know the total them? Are customers avoiding service customer base number of affected calls. Customers upgrades when they experience inter-? Help control costs and increase require immediate answers: What is ruptions? What is the usage behavior of organizational efficiency by focusing causing the problem? When will the different types of customers - roaming, on services that are important to your customers service be repaired? For this reason, prepaid, enterprise and others? Are telecommunications providers have there differences in customer expe-? Improve customer retention through service differentiation in the guided a shift in recent years from riences on different devices, or in marketplace a network-centric focus to a more different locations?? Help drive true customer-centric service-centric approach.business through better customer understanding across the organizationWith customer reacquisition costs at an all-time high, telecommunications Enable network operations to save time and lower cost of ownership providers need a way to monitor at the . Rapidly deploy and configure the solutionheart of the network: . Prioritize resolution of customer-impacting issues . Streamline communication to and from customer care. Which customers are affected by a service . E asily and cost-effectively upgrade to full service quality management (SQM) interruption.. The location of affected customers. issues, all of which must be investi- issues. Here are just a few of the . Which services and device types customers gated for severity. Without a customer things that Tivoli Netcool customer are using. experience management tool, inefficient experience management puts at . How the network is functioning. communication between network opera- your fingertips:tions and customer care can exacerbate ® ®The IBM Tivoli Netcool customer service quality issues and thereby . Flexible filtering to control data collection for experience management solution offers compromise organizational profitability. different customer segments.the ability to monitor all aspects of the . A breakdown of the customer experience based customer experience, to help increase Factors such as customer density, on services being accessed.satisfaction, reduce service calls, usage patterns and device types can . A historical plot of customer experience metrics, monitor the performance of new and help quickly determine if the issue has with contextual drill-down capabilities.existing services and device types - a true business impact to customers, or . Service usage patterns correlated against and help operations identify which if it should take a lesser priority in the device types and even device operating issues have the greatest impact on resolution process. By resolving critical systems, providing answers to device-service valuable enterprise customers. It issues first, you help reduce costly calls compatibility.delivers the visibility you need to to customer support teams. . Location-specific information providing graph-improve the customer experience as ical evidence of localized service degradations, they interact with dif... [download for more]