metricell general presentation

Confidential

CUSTOMER EXPERIENCE MANAGEMENT AND

25th December 2012

2012 Metricell Limited

www.metricell.co.uk

Agenda.


2

Introduction to Metricell.

Introduction to Metric ell's Net Care product.

Detailed Description of the Mobile Application.

NET Care Platform product Using Smartphone Data to Pinpoint Network Problems.

Example Techniques to locate Network Issues

Objectives of various Stake holders.

www.metricell.co.uk

About Metricell

Metricell is tried and trusted by world-leading telcos. Four of Europes largest mobile network operators, as well as their Tier 1 vendors, are users of Livetime:

Pioneering web-based Customer Experience systems in order to modernise operator IT tools across multiple departments and functions

A UK-based technology company (original founder-owners of Aircom International and Mobile Systems International), that seeks to modernise operator IT tools through the use of web-based Geographic Information Systems.

Introduction to Metricell

www.metricell.co.uk 2012 Metricell Limited

4

Introduction to Metricell Net Care Product

www.metricell.co.uk

Solution Architecture


5

SUBSCRIBERS

OPERATOR Customer Support Agents

Customer Care CEM

Quality Management Optimisation

Info

Use

r

Gro

up

s

PRESENTATION

Info

rma

tio

n

Pro

ce

ssin

g

Mobile

Application

Web Application

Map | Dashboard | Reports

FUNCTIONALITY

Geospatial Analysis Automated Feedback Self Care Early Warning System Hotspots Optimisation Service Monitoring

Mobile Handset

Site

Database Coverage

Stores, WiFi

Hotspots Availability Maps

Mobile

Subscriber

Radio Planning

Operations Service

Management GIS

Info

So

urc

e

Info

D

om

ain

www.metricell.co.uk

How does it work?


6

Our solution uses smartphone technology to understand the what and where of performance issues on your network equally empowering both operator and subscriber.

3) which trigger instant operator responses

2) and report their network problems

1) Subscribers install a mobile app onto their smartphones

4) with the latest network information and personalised customer support.

www.metricell.co.uk

How does it work? cont.


7

1. Customer opens app

to see the network status

2. Customer sends a problem report (automatic reporting also available)

3. Operator receives problem report over NETcare interface

4. Customer receives automated diagnosis from Self Care Assistant, as well as personalised feedback from the operator

www.metricell.co.uk

A new support interface for subscribers


8

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Problem reporting


9

1) Reports are received from subscribers either automatically or marked manually...

2)...and can be displayed on a map by customer support personnel, or

summarised in a dashboard.

3) The self care assistant provides instant help plus

support staff can also send personalised

messages.

www.metricell.co.uk

Manually marked problem report with CS agent response


10

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Auto reports collected across the Kingdom


11

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Pinpointed problem location and type


12

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Parenting smartphone measurements to serving sites


13

www.metricell.co.uk

Comprehensive data capture: network, handset and location


14


15

Detailed Description of the Application

www.metricell.co.uk

Highlights


16

The NETcare mobile application (myCoverageChecker) 3rd edition is now available for iOS and Android. You can install the App via your download site:

http://www.mycoveragechecker.com/mcc/OPERATOR-X/

Key Features Include:

1. Continuous mode

2. Coverage checker

3. Speed test

4. Problem reporting

5. Self care

6. My Phone

7. Nearby Places

8. Detailed Handset Status

9. iPhone Network Stats

BlackBerry version will be available soon.

www.metricell.co.uk

1. Continuous mode


17

Use your smartphone to collect full engineering details to replay inside NETfix. Need to check local serving sites and coverage; walking or in-car your smartphone can now be used anytime/anyplace.

1. Go to Settings

2. Use MENU button in Settings

4. Hit STOP Continuous mode when

done

iPhone Drive Continuous

mode on/off *

3. Hit START Continuous

mode

* On the iPhone 5, disable screen auto-lock whilst In Drive Test mode for full drive test data collection.


18

2. Coverage Checker Coverage checker: Select to see the level of service you should expect both for making calls and browsing the web. Information broken down into 2G, 3G and 4G. Access PLANNED COVERAGE FACTS at any location on your mobile.

www.metricell.co.uk

3. Speed Test


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Calculate your average & maximum data speeds for uploading and downloading data, ping time and more. How fast have data services been for MOBILY customers ?

www.metricell.co.uk

4. Report a Problem


20

Select the problem you wish to report to see your location. Click the Map button in the top right of the screen to see this location on the map

Call dropped after 5 minutes


21

5. My Reported Problems & SELF CARE Includes improved interface and new self care message that uses language that can be easily understood by your customers. Select the map icon to display the location at which the problem was reported.


22

6. My Phone This option includes summary details of technology and service availability and lists the important handset facts that may affect your service


23

7. Nearby Places Click here to see your position in relation to the surrounding points of interest. Icons show where the nearest restaurants, fuel, train stations, etc. are located. There is also a Nearby Stores feature to let the user see the location of the nearest retail store.


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8. Detailed Handset Status (Android only) See all device, location and network details here, including make, model and OS of phone together with signal strength, WiFi availability and location accuracy. NOTE: This feature must be enabled first by going to the Settings menu

Step 1 Step 2


25

Optional Mapping Data allows users to opt out of map use Message at installation so users can opt-in to using the map functionality that is provided by their handset. Mapping can also be turned on/off in the settings menu.


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NET Care Platform product

Using Smartphone Data to Pinpoint Network Problems

www.metricell.co.uk

Main features summary-1

All customer Manual Marked & Phone Auto detect and report problems are immediately tested against each of the following criteria

6-point test process;

I. Phone rxlev (as reported from MS)

II. Expected coverage at problem location

III. Planned serving site (reported by phone to expected in network plan)

IV. Phone battery (as reported by phone)

V. Network alarms (any local cell or site issues?) NOT CURRENTLY ENABLED

VI. Other customers reporting same problem (from MEM phones in same area over past 24hrs)

www.metricell.co.uk

1. Continuous, transparent, auto calculated by solution

2. Real-time reporting of local network problem locations

3. Alarm emails sent to list of Operators managers and engineers

4. Alert conditions can be changed by the operator

5. Current alarm testing settings.

MANUAL REPORTS

When 3 or more DIFERENT customers mark a manual problem in the local area in past 24 hours

AUTO REPORTS

When more than 3 DROPPED CALLS are reported by any customer phones in past 24 hour window.

Main features summary-2

www.metricell.co.uk

Example Techniques to locate Network Issues

1. Review Dropped Call Alarm Locations

2. Which are the worst impacted areas in past week ?

3. Which live cells have the highest problem counts in past week or month?

4. Which customer phones have the worst Customer Experience ?

5. Where do we see highest density of Dropped Calls in past week ?

6. Where do we have unacceptable signal coverage ?

7. Which problems are being caused by incorrect serving cells ?

8. Customer Service Desk Queries are there customer smartphone reports at the same locations

www.metricell.co.uk

2. Which areas have highest problem reports in past week.

2.1- Worst problem area in past week. 587 customer problems with 71 hrs outage for 27 customers in this area.

27 different customer

Phones reporting issues in

this location in past week.

71 hours total duration in

past week from all

problems from these 27

Phones.

Many problems as Shown when phone Camped on UNEXPECTED SERVING SITES.

www.metricell.co.uk

4. Enter MSISDN and view data for any customer

General locations of data delivered by MSISDN over past month.

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4. Which users have worst customer experience over last week

Create REPORT view Problems By Subscriber

Rank Customers with highest problem reports, dropped calls, lowest avg signal etc.

(typical project users will not have access to actual MSISDN which will be replaced with unique reference ids for security and privacy reasons)

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4. Subs with worst Customer Experience in past week.

4.2 Samsung GTI9300 Customer. 233 problems, 12 hrs 22 min

Main problems on EGPRS with some UMTS.

No Data & Emergency service issues.

Main problem for this customer is at his place of work in JEDDAH.

Local Jeddah site to deliver better service for EGPRS.

www.metricell.co.uk

5. Worst locations for dropped calls

WHERE ARE DROPPED CALL WHITE SPOTS ?

ARE THERE ANY OBVIOUS CAUSES OF THE DROPS ?

Display all recent dropped calls on

MAP

List areas having highest counts of Dropped calls

Use report to list & rank dropped calls by area

Use map search to go to worst areas

www.metricell.co.uk

6. Worst locations for UNACCEPTABLE COVERAGE.

WHERE DO WE HAVE COVERAGE WHITE SPORTS ?

SHOULD THERE BE BETTER COVERAGE AT THIS LOCATION ?

Display all NO Service & Emergency Service location on MAP

Create Report & List Rank NO SERVICE & EMERGENCY SERVICE by Area or CELL

www.metricell.co.uk

8. PROBLEM HOTSPOTS

HOW DOES THE NETWORK BEHAVE AT EXPECTED PROBLEM LOCATION ?

Tube stations in-out

Railway tunnels / cuttings

DO WE SEE PROBLEM LOCATIONS AT POSITIONS WHERE OUR CUSTOMER COMPLAIN ?

Customer Service query locations can be continuously added to the project

Display Customer Queries over past week

Show MEM problem reports to understand why customers are complaining

www.metricell.co.uk

8. Customer Complaints & operators Phone Reports.

8.1- Customer Service Desk Query in this Area. Local MS reports provide details

Why did the customer complain here ?

Phone reports locally in past week

Issues when on UMTS and HSPA

Problems when on correct local serving site

Mix of No Service & No Data with MEM reports

40% of the phone reports have low rxlev in this area where customer complains

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8. HOW DOES THE NETWORK PERFORM ? Expected problem locations.

8.2- EXAMPLE CASES Tube stations, railway tunnels, cuttings and other

Finsbury Park Brit Rail

Where are dominant serving sites ?

Blackwell Tunnel

Drops & No Data

Rxelv good before Call Drops

TCR Tube Station 20 Reports of NO

SERVICE

Site registers Tube out customers

www.metricell.co.uk

Objective of the various stake holders


39

Customer Support

Track customer Experience for particular unhappy customers

Pinpoint locations of high dropped Calls

Pinpoint locations of no service or SOS only

Daily, weekly or monthly reports for any customer CQE

Replay daily customer experience for any phone

Marketing

Identify prime target areas for service launch

Identify prime target cells and customers generating the most revenues.

Identify the use of various handsets used and revenues and areas used.

One channel to the customer via an APP.

Network

Locate sleeping cells

Pinpoint locations of No data service

Understand data speeds being delivered in any area /cell

Pinpoint locations of No data service

Traffic balancing between 2G 3G and service levels

Management Strategic

Benchmark the live business performance against competing opcos

Understand real performance measures for indoor / outdoor customers

Key metrics to compare phone operating systems or phone models

metricell general presentation

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