customer insight solution overview

Customer Insjght Solution OverviewCustomer Insight Solution Overview

HIGH QUALITY CUSTOMER INSIGHTS ARE CRITICAL TO SECURING LONG TERM SUCCESS WITH CUSTOMER EXPERIENCE MANAGEMENT

Customer InsightCUSTOMER

INSIGHT

In today’s market environment, it is

absolutely essential for operators to

understand what their customers are

using their network for and how they

experience it. Competition is fierce:

smartphones and data usage have

increased subscribers’ demand for

bandwidth and their expectations of

service and performance. In order

to compete successfully, operators

must excel in Customer Experience

Management (CEM) to deliver

continuous outstanding customer

experience.

To be successful in CEM, operators have

to manage all customer touch points,

across all channels throughout the entire

customer lifecycle. This means that in

order to deliver consistently outstanding

customer experience many, if not all,

departments at an operator need to be

engaged in the CEM.

Customer insights are the foundation

of CEM. By knowing customers’ real

needs and behaviour, operators can

build products, processes, networks

and customer care services that match

these requirements.

www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014

BUSINESS BENEFITS

With Polystar’s Customer Insight Solution, operators can:

Make customer care more efficient Turn complaints into customer satisfaction by empowering customer care agents with the right information

Reduce cost by shortening time to resolve issues

Retain the most valuable customers Assure the loyalty and customer experience of the most important customers by following up on service levels and pro-actively solve issues before they degrade customer experience

Gain competitive edge Adapt offers, business models and marketing on verified customer behaviour

Customer Insight

CUSTOMER INSIGHT SOLUTION AT A GLANCE


Polystar’s Customer Insight portfolio involves every part of an operator’s organisation and customer

touch points, and delivers powerful customer analytics to a wide range of users:

Turn your business challenges into a positive customer experience

Offer right products with the right marketing

Take special care of your most valuable customers

CUSTOMER INSIGHT FOR VARIOUS STAKEHOLDERS

Customer CareProduct

Managementand Marketing

Key AccountManagement








Polystar’s analytics solutions help network operators harness the value of big data

and successfully monetise their data assets.

Extracting detailed subscriber information in real-time has become an integral

part of the information value chain for big data analysis. By using the export and

integration capabilities in Polystar’s solutions, operators can benefit from even

stronger big data analysis and make better sense of the information goldmine.

Polystar’s solutions can feed other systems and are used as sources of enriched

data for third-party solutions or in-house applications, such as customer experience

management, fraud, roaming management, revenue assurance, interconnect

billing reconciliation, and OTA systems.

Polystar’s solutions offer several feed options:

Stream of aggregated KPI’s - Polystar logic and knowledge

Stream of enriched xDR’s – build your own logic

Query API - access to Polystar databases as needed, e.g. suitable for integration with customer care

Polystar. An intelligent data provider delivering real time

Insights to Big Data systems

customer insight solution overview

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