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Network capacity, reliability and coverage are three of the top reasons for churn. Do you clearly understand which parts of your network may cause a poor customer experience?
Operators lose billions of dollars each year to subscriber churn and costs related to customer acquisition that are not realized due to early terminations. Dealing with churn requires a multi-pronged solution:
- Operators must understand and isolate customer problems in specific locations.
- Through surveying customers, a profile of their needs can be created to benchmark what conditions (with thresholds) contribute to a perception of a poor network experience.
The two data sets can be correlated to establish gaps that are primary drivers in customers' mindsets in moving from being delighted to satisfied to displeased to disappointed to defecting.
Finally, customer care should be empowered to proactively engage and interact with customers with a poor experience before they become disappointed or want to leave. United Commtel's Consumer-Centric Radio Optimization solution provides operators with critical information that can be used to understand radio-environment problems and prioritize operational improvements, which will contribute significantly towards the goal of reducing churn.
Customer Use Cases :
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Network outsourcing operational focus alignment |
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VIP customer care problem isolation |
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Special events radio performance monitoring |
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Machine-to-machine performance monitoring |
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Dashboard management information reporting |
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Contact United Commtel to learn more. |
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