Customer View Issue 1, 2010 - Ericsson

People are witnessing a new
consistency across mobile and fixed
services and a real improvement
in the overall quality of customer
service. New users experience
faster activation times: a reduction
from hours to seconds has been
achieved. People also experience
enhanced management of their
accounts and improved error
handling. As a result there are fewer
calls to Optimus’ customer call
center which has a positive impact
on operational costs.
Perfect partners
The ongoing partnership between
Optimus and Ericsson has been
so strong that during the latest
evaluation customer satisfaction
was rated 100 percent. This close
working relationship has been a
major contributing factor to the
success of the EMA solution. As
well as being a technical partner,
Ericsson has become a business
partner to Optimus, advising on new
developments and improvement
activities. Miguel Alves, Solution
Architect, Ericsson explains: “This
solution is very much dependent
on a good relationship with the
customer. Without that we would
not be able to offer a solution which
is so well tailored for their needs.
And those needs are not static; we
are talking about something that is
very dynamic. Ways of working are
updated all the time and an ongoing
dialog and flexible solution is
needed in order to adapt quickly.”
6 > Ericsson Customer View Issue 1, 2010
This solution is very much
dependent on a good
relationship with
the customer.”
Miguel Alves,
Solution Architect, Ericsson
REAL IMPACTS
As consumers rely on the availability of
their phones more and more, operators
need to offer stability of services.
Automated provisioning solutions provide
faster activation, better management of
the customer lifecycle and instant change
management. For users this translates
into immediate response, whether they
are joining the network, making changes
to their contracts or reporting errors.
On another level it also contributes to a
better portfolio of services and a more
flexible offering as operators are in a better
position to develop more tailored offerings
and launch new and exciting services.
OVERVIEW
CuSTOMER:
Optimus, Portugal
CuSTOMER OBJECTIVE
> Increase capability to launch
new services
> Streamline operations
> Improve service delivery
ERICSSON SOLuTION
> Ericsson Multi Activation
> Systems Integration
CuSTOMER BENEFITS
> Faster activation times
> Reduced costs
> Less pressure on the call center
> More robust processes with
in-built scalability
To find out more about this article contact
Nuno Madeira
Email: nuno.madeira@ericsson.com