Customer demand the same Quality of Service
IMPROVED CUSTOMER EXPERIENCE
80% COMPLAINT CALLS REDUCTION
90% MORE EFFICIENT HANDLING TIME
*Subtonomy customer data.
Increased roaming usage - customer demands same QoS
Between 2008-2016, data roaming data has increased by more than a factor 100, according to the European Commission. With increased roaming traffic usage (and more roaming promotion from mobile operators), users now expect to use their phones in a similar manner abroad as they would at home. Though roaming is increasing, silent roamers still represent a big part of inbound and outbound roamers in many networks.
Get a roaming overview
The overview dashboard shows key KPI's in real-time with the option of viewing historic data. In trend tab you can look at KPI's over time for the selected country and / or operator.
Alarm Map - view service performance for all countries
Visualizes users and potential alarms for different countries. If issues occur you can view which users are affected. Different colors highlight if there are alarms in any country. Machine learning is used to automatically set all alarm levels.
Alarm map table - useful overview for NOC / SOC
A list of the service performance for all countries where you have roaming subscribers.The alarm map gives an overview of current alarms per country and is a useful view for e.g. a NOC/SOC screen. Drill down to see a specific country, operator or subscriber/IMSI.
Telia Norway cutting roaming complaint calls by 80% with Roamers application
The Subtonomy Roamers application was implemented in July 2017 to handle the user experience for Telia Norway’s outbound roamers (subscribers traveling abroad) and inbound roamers (visitors in Norway). This allowed Telia to view all roamers per country and operator. KPI:s and trends could be monitored in real-time to capture potential issues proactively. It also allowed Telia to monitor all silent roamers as well as potential permanent roamers.
What our customers say
CARL ERIK ENGEBAKKEN
@ Telia Norway
We are very happy with how we work with Roamers. We use it every day, mainly for KPIs and trends. It allows us a real-time overview of our roamers and the ability to respond proactively to potential roaming issues, leading to an enhanced customer experience and also a more efficient way of working for us.
BJØRN TORE GULLFORD
Head of Service Assurance & Operation @ Telia Norge
We have managed to reduce both the number of complaint calls and the time we need to spend on each call. With Subtonomy, we’re working more efficiently while getting happier customers.