Customer View Issue 1, 2010 - Ericsson

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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
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Customer View Issue 1, 2010 - Ericsson

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