Total service overview of your ENTERPRISES & BRANDS
Simplify troubleshooting in 1st & 2nd line customer service
Search result in 3 seconds
Improved first call resolution rate
Easy accessible enterprise service overview
Search for company service
overview in real-time
Most mobile operators have a lot of rich customer network data that is not being utilized in Customer Service. This data is analyzed and easily accessible for Customer Support agents and can easily be presented on an enterprise level, brand level or single subscriber level.
CorpDash is an analytic tool that simplifies and eases to interpretation of mobile network data.
The support agent can search for a single subscriber (by MSISDN, IMSI or IMEI), in real-time, for an overview of all available and relevant data. The tool visualizes if the subscriber is /or have been affected by any mobile network related anomaly in a clear and easy understandable dashboard. An information text message will summarize known network, device or other disturbances that are observed for the subscriber and may include recommendation for mitigation. There will also be information about if the customer has performed a self-service diagnostic in any of the digital channels prior to this call and what response was received.
•Simple & interactive
•The CSR can get overview of companies quality of main services by one search
•The CSR can choose type of statistic visualization (bars, graphs, map etc.)
•The CSR get result of search in Subsearch/Corpdash within up to 3 seconds
•Easy to find our customer
•The CSR can search customer by MSISDN, IMSI or IMEI or company name or company ID
CorpDash is used by the enterprise division and customer care at the mobile operator. It targets all enterprise customers filtered on their specific traffic only.
With CorpDash you can easily;
View service KPI:s for all your different corporate customers and potential issues in real-time
Export information to customer e.g. up to date device lists
Identify your worst performing Enterprise customers
Set up automatic alarms
Monitor all of the customers IoT devices
Send out automatic emails to only customer that's normally active in cells that are affected by planned maintenance.
Stronger enterprise relations
90x faster reporting
-99% maintenance mail sendouts
Monitor SLA zones and meet KPI's
By setting up geographical SLA Zones in CorpDash, you can monitor KPI:s only including the traffic for a specific enterprise and divided into the different SLA zones. This way you can offer your enterprise customers individual SLA levels (e.g. Gold, Silver, Bronze) and verify they are being met in your agreed areas. Now you can make sure to capture capture potential problems before getting notifications from customers. It allows for a more transparent dialogue since traffic and service performance for one specific enterprise can be presented.
Map & abroad usage
See how users in an enterprise are distributed across the network and view service performance and potential issues. By using predictive analytics, CorpDash can predict which users are likely to be affected by certain issues, e.g. planned maintenance work.
Identify potential up sales - when using the data overview tab - displaying how an enterprise and its users are consuming data both in home network and abroad.
BrandDash is a Subtonomy application, designed to keep track of and monitor large groups of subscribers at an operator. These groups could be;
- own brands
- specific price plans
- pre-paid subscribers.
- IoT devices for various services and customers.
The application will show the main quality of service related KPI’s for Data, Voice and SMS aggregated by Quarter, Month, Day and Hour.
The customer experience can be viewed in a map, clustered or by site, to get the location based experience. It’s also possible to view distribution and experience based on device and cell and to view trending of KPI’s over time, as well as to export weekly, monthly and quarterly reports.
BrandDash - typical use cases
Internal Brand separation
All MNOs today have different brands, e.g. pre-paid, post-paid, low cost digital. These brands behave differently in the network due to brand separation, e.g. by packaging, customer segmentation, devices used and localization. Processes and tools are needed to follow up this brand separation in line with the selected strategy of brand separation. BrandDash supports advanced reporting per brand to follow up on the brand strategies!
Separation between Network and Customer
A current trend and a concept recommended by distinguished business consulting firms is to separate an operator into two entities: one entity that owns the customer and one entity that owns the network infrastructure. This concept is implemented by several MNO’s and they are adjusting their operating models accordingly. In this scenario the ‘customer owning entity’ would buy capacity from the ‘infrastructure entity’. ‘The infrastructure entity’ would as well be able to sell capacity to external parties, like MVNO’s and large enterprises needing network resources. With this separation, the ‘customer owning entity’, as well as the external parties, would only be allowed to access information about their own subscriber base. BrandDash supports separated reporting towards separate entities!
Up-sell to Brands & Customers
With the BrandDash and SubSearch applications you will be able to offer your customer (MVNO’s, brands, …) accurate, transparent and close to real-time reporting as a service. This is possible by creating roles in the platform that limits the customer to only see their own brands and their included IMSI’s. Providing the customers with the possibility to buy an operations/surveillance package will enable them to;
With BrandDash: follow up the overall quality for its customers with a transparent view of the service level
With SubSearch: provide an excellent and knowledgeable customer service, both traditional and through digital channels.