Mobile Customer Experience Monitoring

Deliver a more reliable, high-performance solution with dynamic mobile customer experience monitoring

The smarter mobile phones become, the more enterprises and consumers rely on them for all types of communications, including business-critical work, entertainment and information sharing. And the more frustrating they find it when the performance of their mobile devices and applications does not measure up to expectations. Operators that cannot deliver a consistently high level of performance find that customer satisfaction decreases, customer churn increases, and data service usage and revenues slow. These problems stem from the fact that most service monitoring stops at the network edge; operators thus do not know how customers actually experience their services.

The only way to provide excellent customer care is to put intelligent, software-based technology on mobile devices, where it can transparently and dynamically monitor the actual customer experience with voice and data services. With an end-to-end perspective from the network core to the mobile end points, operators can pinpoint and resolve a wide range of customer experience issues, from performance to reliability. They can also proactively test and measure end-to-end service performance as subscribers move in and out of cell sites, regions and roaming networks.

Operators gain a number of advantages when they can monitor beyond the network edge clear to the mobile end points their customers are using:

  • Find and fix service bottlenecks quickly
  • Maximize service availability
  • Optimize service and network planning
  • Significantly improve the mobile customer experience
  • Reduce service management costs while increasing service usage and revenues

Most important, the ability to see what is happening from the customer’s perspective enables mobile operators to shape their brand and deliver on their promises.

Customer experience monitoring is enabled by the Customer Experience Manager product, part of Mformation’s integrated MDM solution, MFORMATION SERVICE MANAGER™.

Quote

"Mobility is becoming pervasive and most enterprises are not aware of the breadth or nature of the problems around the management of mobile devices. With Mformation's solution, operators can offer a complete, value-added hosted service under their own brands. Not only can they now ensure that mobile devices are properly configured and updated, but they can also transparently provide the requisite security capabilities, so end users don't have to worry whether the network and their data is secure or not."
Jon Arnold