UK-based SpatialBuzz, a cloud-based customer experience analytics and service monitoring platform for network operators said that empowering customers with network performance could potentially save operators $15 Billion in annual revenues due to outages and will boost customer loyalty and reduce churn. The statement was delivered by the company's Director of Global Sales and Marketing, Leon Hardwick at the recent CEM in Telecoms conference.
Being transparent with users about network performance is set to transform Customer Experience Management (CEM) across the world – leading to major savings in outage costs and call centre management and also boosting customer loyalty and cutting churn, noted SpatialBuzz. SpatialBuzz said that it has already produced award-winning CEM solutions for mobile operator O2 in both the UK and Germany.In addition to working with network operators across Europe, SpatialBuzz has recently opened a North American office and has appointed senior executives in Latin America and Asia to support demand from both mobile and fixed operators.
Leon Harwick, Director of Global Sales & Marketing
Transparency of the network not only gives the customer empowerment and confidence in you as a provider but their input allows you to have much faster awareness of trouble spots in the network – to inform the engineering and call centre departments and to deal with the problem. You cut the outage time – which saves revenue and reduces the threat of regulatory fines and loss of customers – and you can keep customers informed proactively which in turn reduces the pressure on the call centre. By opening up about your most important touchpoint – the network – to your most important asset – your customers – you create a “real-time” army of network performance watchers. A network operator can expect a return on investment within just one year and a tenfold payback in three.
