Managed Customer Experience

STAY PROACTIVE WITH MARKET EVOLUTION

STAY PROACTIVE WITH CUSTOMER EXPERIENCE MANAGEMENT SOLUTIONS

Mahindra Comviva’s Customer Experience Management Framework allows an organization to fill in the missing link to improve profitability

SHAPE YOUR SUCCESS

As mobile operators improve their systems to understand the patterns of customer usage, to measure network quality and to understand how their businesses are performing against competitors, it becomes all the more important to match real-time data collection with customer experience. Many sources of data are available from passive probing systems, network elements, gateways, subscriber registries and endpoint devices. The challenge is to take all of this data and put it into the context of the user, which could be a customer care agent, network engineer, or product marketing manager.
Deploying Mahindra Comviva’s customer experience management solutions can help resolve the following challenges:

  • Measure end-to-end customer experience
  • Stagnant revenues
  • Low differentiation of service quality in minds of consumers
  • Lack of customer delight

These solutions will enable telecom operators to trim overheads while efficiently planning and managing messaging infrastructure.

KEY DIFFERENTIATORS

Captures information in context of customer interactions and specific to their experience.

Reports customer experience information at its most granular level.

Captures KPIs/KQIs and perform trend analysis to proactively detect any incident or quality degradation.

Correlate information from multiple service events/KPIs as well as from users.

MANAGED SERVICES FOR CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

  • Improve communication with customers by staying informed.
  • Provide service usage information to better address customer complaints.
  • Create SLA reports used for corporate/enterprise customers.

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MANAGED SERVICES FOR MARKETING

  • Insights to judge campaigns effectiveness
  • Detailed insights into service wise usage to help in identifying the subscribers for targeted campaigns
  • Observe ramp up of new services with volume analysis for different customer segments and location.
  • Identify correlations between different factors that contribute to service successes.
  • Stay proactive with market evolution forecasts.

MANAGED SERVICES FOR SALES

  • Customer profiling
  • Churn prediction and initiating actions to control it
  • Compare service uptake to charging plans.
  • Formulate SLA reports to present to corporate customers.
  • Compare competitive service offerings

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MANAGED SERVICES FOR OPERATIONS AND MAINTENANCE (O&M)

  • Verify historical performances to classify the severity and relevance of faulty situations and plan appropriate interventions.
  • Prioritize interventions based on service and customers affected.
  • Drill down into failure causes and take corrective actions.
  • Define different levels of alerts to initiate pre-emptive measures.
  • Identify the causes of failure by services and devices with historical analysis.

MANAGED SERVICES FOR THE END CUSTOMER

  • Enhanced support packages.
  • More sophisticated tariff packages.
  • Improved service quality.
  • Proactive customer care.

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WHY MAHINDRA COMVIVA ?

Year on year, every year, Mahindra Comviva has been recognized for excellence and innovation by some of the top agencies in the business; a feat that stands as a testament to our domain knowledge, business approach and technological excellence.

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  • Strong VAS domain expertise with over 15 years of experience in multi-technology, multi-vendor VAS environments and a global track record of deploying solutions in over 120 networks
  • Managing operations for over 150 VAS services for 35 operators globally
  • Helps achieve up to 20 per cent savings in overall capex investments
  • Helps optimize data center operational costs up to 25 per cent
  • Speeds up time to market the services by up to 50 per cent
  • Helps to reduce CSD Service Request volume by approximately 50 per cent
  • Global VAS Operations Center for service monitoring and uptime
Mahindra Comviva serving 90 countries across the world
  • 2015
    • Kalahari Awards 2015
  • 2014
    • Meffys Awards 2014
    • Aegis Graham Bell Awards 2014
    • Frost & Sullivan 12th Annual 2014 India ICT Awards”
    • Global Telecoms Business Innovation Awards 2014
  • 2013
    • Meffys 2013 Awards
    • AfricaCom Awards 2013
    • Aegis Graham Bell Award 2013”
    • Global Telecoms Business Innovation Awards 2013
    • GSMA Global Mobile Awards 2013
  • 2012
    • Zimbabwe ICT Achievers Awards 2012
    • Golden Peacock Award 2012
    • Aegis Gram Bell Awards 2012”
    • World Communication Awards 2012
    • HR Leadership Award 2012
    • Asia Communications Awards 2012
  • 2011
    • Golden Peacock Award for Innovation 2011
    • Distinguished Fellow Award 2011
    • mBillionth Award South Asia 2011”
    • Aegis Gram Bell Awards 2011
    • Asia Communication Awards 2011
    • 5th CMAI National Telecom Awards 2011
    • Total Telecom’s World Vendor Awards 2011
    • Golden Peacock Innovation Award 2011
  • 2010
    • AfricaCOM Awards 2010
    • Frost & Sullivan Awards 2010
    • mBillionth South Asia Awards 2010”
    • Mobile Messaging Congress 2010
    • INFOCOM CMAI National Telecom Award 2010
    • Total Telecom’s World Vendor Awards 2010
    • GSMA Global Mobile Awards 2010
    • Golden Peacock Award for Innovation 2010
  • 2009
    • Deloitte Technology Asia Fast 500 2009
    • AfricaCOM Awards 2009
    • Golden Peacock Award for Innovation 2009”
    • Golden Peacock Award for Innovation 2009
    • GSMA’s Mobile Money for the Unbanked Initiative
    • GSMA Global Mobile Awards 2009
  • 2008
    • Golden Peacock Award for Innovation 2008
    • GSMA Mobile Asia Congress Awards 2008
    • AfricaCOM Awards 2008”
    • Deloitte Technology 2008