Telecom Lead Europe: Tektronix Communications, a provider of full-service telecoms intelligence solutions, has launched its Corporate Account Management (CAM) software solution, aimed at helping corporate account managers gain deep insight into the performance of their accounts and the experience of individual corporate account subscribers.
The solution delivers timely and structured customer insight to the corporate customers use of data, locations, devices and performance across multiple mobile technologies, from a single view. It will help the account manager to reduce churn, drive new cross-sell and up-sell opportunities as well as better positioning to win new corporate accounts, the company said.
The value of the enterprise mobility segment is expected to grow twice as fast as the consumer segment over the next five years, reaching $340 billion by 2017. Enterprise revenues represent 30 percent of the mobile services market.
Corporate accounts are often characterized by several thousand individual subscribers and devices per account, with 61 percent of global enterprises now support company- owned smartphones and tablets.
The potential churn of corporate accounts therefore represents a serious risk factor for all operators; the loss of even a single large account due to performance issues can account for substantial drop in revenue, not to mention the risk of reputational and brand damage due to the large number of subscribers involved.
Tektronix Communication’s new CAM solution addresses these concerns by providing tools that meet the real-life challenges faced by corporate account managers every day.
By providing customer-centric view of all the Corporate Customer’s devices, including VIP’s, the Account Manager has a laser sharp one-stop-shop viewpoint, with the ability to group accounts into regions, segments or business units. The easy-to-use dashboards allow even non-technical account manager to schedule reports on performance across a range of parameters (voice, data, SMS, device & VIP subscribers).
The CAM solution also arms the account manager with comprehensive information for regular customer updates and the power to address customer queries and concerns with first-hand authority. And from a commercial perspective the CAM solution also helps account managers identify cross-sell and upsell opportunities.
Operators are also able to use the CAM solution to offer a differentiated added-value service for enterprise marketing and new business purposes, with the promise of the account manager’s ongoing personal attention to account performance.
The CAM solution also comes with a variety of visual management tools to support each of these use cases. The highly configurable, multi layered dashboards help account managers drill down to the real-time specifics of an issue, and quickly paint a comprehensive picture of the real-life customer experience at an individual, group or account level.
The solution operates in conjunction with Tektronix Communication’s existing network monitoring and customer care solutions such as the widely deployed touchpoint solution, and provides the ability to link through to the CQM customer care module to drill down even further into specific issues.
Tektronix CAM solution will also address the massive growth and specific needs of the machine-to-machine segment, as well as offering substantial value to the CMO office in terms of deep insight into the mobile behavior of corporate accounts and their subscribers, the company said.
In another related development Tektronix launched its Professional Services Technology Consulting offering for Asia Pacific. The new service is designed to provide telecom operators with optimization solutions for the rollout of LTE networks across the region.
picture source: demage.com
