gem Customer Experience Breakfast Seminar - Clearwire

Clearwire & gem

Overview•Clearwire Overview

•Clearwire Decision to outsource

•Why gem?

•gem Overview

•Clearwire in gem

•gem Solutions

•gem Clearwire Partnership

•What next?

• Wireless Internet Service Provider• Markets in Unites States, Ireland, Belgium,

Spain, Poland, Germany and Romania• May 2008 – Merger with Sprint Nextel’s

– Investment from Comcast, Time Warner, Intel, Google, Bright House, Clearwire and Sprint

– Focus - WiMax

Overview of Clearwire

• In Europe– Ireland, Belgium, Poland, Germany, Romania,

Spain (Sevilla) – Non Line of Sight (NLOS) Expedience Network using Motorola Expedience System

– Spain (Madrid) – 4G WiMax Wireless– Spain (Sevilla) – conversion to WiMax in June

2010– Belgium – conversion to WiMax in Q4 2010

Overview of Clearwire

• WiMax– Worldwide Interoperability for Microwave

Access– Provides Wireless transmission of data– Up to 10Mbs broadband without cables– Based on IEEE 802.16 standard– Like Next generation WiFi

• Further Distances• Greater types of access

Overview of Clearwire

• Clearwire in 2008– 25K subscribers in Ireland– 15K subscribers in Belgium– Approximately 40 agents in Each country

across multiple departments• Review of Customer Care undertaken

– Decision to centralise and enhance skill sets• Outsourcing as the preferred option

Why Outsource?

• Review of Outsourcing companies undertaken• Considerations

– Size of Organisation– Experience– Level of service / Team– Location / Program Management– Calibre of Employees– Language variety (Native Speakers)

• gem ticked all the boxes

Why gem?

Clearwire & gem

Our Clients

24 Languages Supported

CantoneseCzechDanish

DutchEnglish

Finnish

FlemishFrenchGerman

HungarianItalian

JapaneseKorean

MandarinNorwegian

PolishPortuguese EU

Portuguese LTAMRussian

Spanish EUSpanish LTAM

SwedishSwiss German

Turkish

gem Services

gem Clearwire Timeline

ConsultationTraining

Relocation Recruitment

Apr 2008

Go-Live Customer Care

IE & BE

Jun-Jul 2008 Sept - Oct 2008 Feb – Mar 2009

Back Office & Process Review

Review of Refund &

Payment Queries

Outbound & Payment Reminder

Campaigns

Go-Live Account Services,

Logistics & Fulfilment

gem Clearwire Partnership

Business Challenges

Reduce cost per customer

Enhance the Customer Experience

Contact Reduction by 5% in Year 1

gem Solutions

gem Solutions

gem Solutions

•Transparency (Reporting Portal/NICE Access)

• Virtual Team

•Client Score Cards (Quarterly)

•Escalation Paths(Sponsor and Director Roles)

gem Clearwire Partnership“We have made Clearwire’s business our business.”

What next?Business

Improvement

Live Chat

Social Media Monitoring

Customer Experience

www.the-gem.com