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Customer care

Need service solutions that go above and beyond?

TRANSFORM INTO
CUSTOMER-CENTRIC SERVICE 

  • HANDLE MASSIVE DATA VOLUMES WITH SPEED AND EFFICIENCY

  • HYPER-PERSONALIZED SELF-SERVICE FOR TECH DISTURBANCES 

  • REDUCE COSTS & STREAMLINE YOUR CUSTOMER SUPPORT OPERATIONS 

 

Customers real need – personalized and proactive support

 

Meet today's challenges and ever increasing demands and deliver an outstanding customer service with a unified customer-centric view. Imagine focus on each individual customer's satisfaction at every step of the customer journey. 

In order to be able to deliver extraordinary and personalized service experiences in the CSPs' customer service organization, it is necessary to be able to act on large amounts of data. The vast majority of CSPs already have large amounts of rich customer data that they do not use efficiently in Customer Service. With this data collected in an aggregated customer-view the service agent is empowered to identify if, and what trouble, the individual customer is experience and recommendations on how to resolve the potential issues.

 

With efficient and modern tools based on Machine Learning and AI, the tools become even smarter. In this way, they will be able to deliver more reliable models for how, for example, the perceived service delivery should be in a certain area on a specific device with a specific OS version.

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Automated technical support -
a hyper-personalized experience

It’s no longer good enough to efficiently sort out reported issues, because only 1-3% of your customers contact their CSP when they experience problems. Instead, customers expect CSPs to provide personalized proactive support around-the-clock and in channels that suit them.

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Customer-centric support apps 


Subtonomy provides four key tools based on the same core data that transform your technical customer support. Together these tools help CSPs meet their customers' evolving expectations and ensure all their service channels stay in sync.

SubSearch

gives your CSRs insight into the network experience of individual subscribers
in real-time

Technical
Self-Service

provides the same information to customers
so they can help themselves

BrandDash

provides insight to support wholesale customers such

as MVNOs, sub-brands
and IoT providers

CorpDash

provides rich data about the performance of B2B services to enable better support for enterprise customers

SUBTONOMY PLATFORM

NETWORK

EXPERIENCE DATA

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SubSearch transforms technical customer support

SubSearch gives your CSRs insight into the network experience of individual subscribers in real-time. 

  • Troubleshoot at customer level in real-time

  • Increase first call resolution

  • Reduce handling time by 50%

  • Easier access to network data

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Personalized technical self-service directly to your customers’ mobiles 

Technical Self-Service delivers personalized self-service directly to your customers’ mobiles, meeting their needs for more accurate, personalized and up-to-date information. It is an API built on top of the Subtonomy platform, ensuring the same network performance data is supplied to both your customers and your CSRs. 

  • Decrease calls to customer service

  • 24/7, instant and persoanlized

  • Automated and fully digitalized solution

  • 5G approved service assurance

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CorpDash - service assurance for enterprise customers 

SubSearch gives your CSRs insight into the network experience of individual subscribers in real-time. 

  • Troubleshoot at customer level in real-time

  • Increase first call resolution

  • Reduce handling time by 50%

  • Easier access to network data