WEB SELFCARE

Mobile operators have succeeded in delivering high quality web-based self care in areas such as billing and service activation. However, automating network related enquiries has proven to be difficult and often results in out-of-date information presented for different services. With poor information, the opportunity to use this lowest cost channel for customer acquisition and customer loyalty is being wasted.

As coverage is a key component of an operator's value proposition, web sites need to offer a coverage self care experience that matches or exceeds that of calling a customer support line or visiting a retail outlet. This is especially important when launching new services or during the promotion of major roll-out activities.

A good CCM web strategy offers improved customer satisfaction - instant access to key information eliminates the need for subscribers to wait in frustrating telephone queues. It can also significantly reduce costs - an on-line 'visit' costs 100 times less to process than a call centre. And the web is often the first place a potential subscriber turns to when comparing service alternatives.

mBOSS Self Care - CCM for the web

Operators throughout Europe are turning to CellVision - pioneers of CCM - to provide industry-leading coverage maps on their external web sites with a variety of interactive features.

All services such as 2G, 3G, HSPA and WiFi hotspots can be displayed individually or layered, with simple navigation and powerful search capabilities - ensuring all subscribers (or potential subscribers) with internet access can take advantage of the service. Subscribers can even be allowed to give feedback on coverage they would like to have and report faults with pin-point accuracy on-line, providing efficient and valuable input for the network design and operations teams.

mBOSS SelfCare integrates seamlessly with existing information sources and automatically updates overnight ensuring instant up-to-date information is always available and offering the chance for operators to showcase their competitive advantage.