Mobile device intelligence provider Mobilethink (www.mobilethink.com) of
The guides will be marketed to MNOs by Mobilethink, and to MVNOs via Tweakker (www.tweakker.com), a wholly-owned affiliate company of Mobilethink with a specific business focus on serving the MVNO markets.
The guides deliver online smartphone and tablet FAQs and form part of Mobilethink's mobile eco-system which includes an embedded reporting system to identify and manage legal and illegal devices in the mobile, remote device configuration, device population trend analysis and much more.
The guides have been designed specifically for Mobilethink's worldwide customer base of network operators and are now available to MVNOs enabling all to provide rich, up-to-date device intelligence to call centres, add vital guide data to their websites and mobile portals, and to simplify the task of in-store agents getting customers up-to-speed with their new smart device in a handful of seconds in order to generate new data revenue streams.
They enable efficient and effective customer self-care over all mobile platforms, ensure that call centres have the most up to date knowledge base possible for all smartphones entering a network, and will maximise the customer experience by facilitating operator services.
At a stroke, a mid-sized MNO with a subscriber base of 3 million users will be able to use these device guides to deflect calls by 10-15% using rich self-care options and reduce the handling time of customer care calls by 20-25% and thereby achieve annual savings of over one quarter of a million Euros in operational expenses (OPEX).
The commercial launch of this service to worldwide markets today follows an internal testing process in Q3-Q4, 2013 with selected Mobilethink customers.
The success of this was such that it prompted
Cut OPEX .
A typical MNO with 3 million subscribers will receive about 20,000 calls every month for device support*. The average handing time of each call has been established at seven minutes at a cost of
By making Mobilethink's picture and device guides available to care centres and BYOD customers entering a network, the MVNO will see the number of monthly calls reduce to around 18,000 calls per month and the average handing time drop 19% to 5.4 minutes, representing a monthly OPEX of
But with the mass use of smartphones and tablets nearing 60% in a typical MVNO service, the business rationale for these guides rockets.
Smartphone/tablet care can take up to 15 minutes per call for a call centre to resolve representing a minimum monthly OPEX of
With Mobilethink's easy-to-use smartphone/tablet guides, the savings involved with call centres and customers having access to them will again be reduced substantially.
The launch of these guides completes Mobilethink's eco-system. Already the mobile device intelligence provider-of-choice to over 100 network operators worldwide with a combined subscriber base of more than 400 million users, the firm has developed an unprecedented knowledge base of devices thanks to test partnership agreements with more than 120 device manufacturers including
This enables Mobilethink to test pre-launch devices and deliver intelligence to call centres within two weeks of launch . four times faster than most competitors. The intelligence is automatically imported into Mobilethink's eco-system.
Mobilethink's guides are also designed to let users add their own guides and manuals to the service, has a simple, fully integrated CMS to combine text, visual and video, and can be extended for use with modems, computers and smart televisions.
"MNOs and MVNOs have to find new ways of slashing the cost of educating users into setting up their smartphones and tablets for use in a network and using revenue-generating data in the shortest timeframe," says
Mobilethink A/S is a world leading mobile device intelligence provider and has provided mobile operators with its industry leading solutions for more than a decade. The firm has a customer base of over 100 mobile operators using Mobilethink's solutions to better manage data of over 400 million subscribers in more than 35 countries around the world. Its affiliate company Tweakker is a business connectivity partner of MVNOs and OEMs and provides them with cloud-based and embedded app solutions enabling their mobile customers to access the largest database of phone guides and videos available on today's market.
*Based on a survey of Mobilethink's European customers For further information about Mobilethink, interviews and images, please contact:
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