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Customer Insjght Solution OverviewCustomer Insight Solution Overview
HIGH QUALITY CUSTOMER INSIGHTS ARE CRITICAL TO SECURING LONG TERM SUCCESS WITH CUSTOMER EXPERIENCE MANAGEMENT
Customer InsightCUSTOMER
INSIGHT
In today’s market environment, it is
absolutely essential for operators to
understand what their customers are
using their network for and how they
experience it. Competition is fierce:
smartphones and data usage have
increased subscribers’ demand for
bandwidth and their expectations of
service and performance. In order
to compete successfully, operators
must excel in Customer Experience
Management (CEM) to deliver
continuous outstanding customer
experience.
To be successful in CEM, operators have
to manage all customer touch points,
across all channels throughout the entire
customer lifecycle. This means that in
order to deliver consistently outstanding
customer experience many, if not all,
departments at an operator need to be
engaged in the CEM.
Customer insights are the foundation
of CEM. By knowing customers’ real
needs and behaviour, operators can
build products, processes, networks
and customer care services that match
these requirements.
www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014
BUSINESS BENEFITS
With Polystar’s Customer Insight Solution, operators can:
Make customer care more efficient Turn complaints into customer satisfaction by empowering customer care agents with the right information
Reduce cost by shortening time to resolve issues
Retain the most valuable customers Assure the loyalty and customer experience of the most important customers by following up on service levels and pro-actively solve issues before they degrade customer experience
Gain competitive edge Adapt offers, business models and marketing on verified customer behaviour
Customer Insight
CUSTOMER INSIGHT SOLUTION AT A GLANCE
www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014
Polystar’s Customer Insight portfolio involves every part of an operator’s organisation and customer
touch points, and delivers powerful customer analytics to a wide range of users:
Turn your business challenges into a positive customer experience
Offer right products with the right marketing
Take special care of your most valuable customers
CUSTOMER INSIGHT FOR VARIOUS STAKEHOLDERS
Customer CareProduct
Managementand Marketing
Key AccountManagement
Customer CareProduct
Managementand Marketing
Key AccountManagement
Customer CareProduct
Managementand Marketing
Key AccountManagement
www.polystar.com | +46 8 50 600 600 | [email protected]© Polystar 2014
Polystar’s analytics solutions help network operators harness the value of big data
and successfully monetise their data assets.
Extracting detailed subscriber information in real-time has become an integral
part of the information value chain for big data analysis. By using the export and
integration capabilities in Polystar’s solutions, operators can benefit from even
stronger big data analysis and make better sense of the information goldmine.
Polystar’s solutions can feed other systems and are used as sources of enriched
data for third-party solutions or in-house applications, such as customer experience
management, fraud, roaming management, revenue assurance, interconnect
billing reconciliation, and OTA systems.
Polystar’s solutions offer several feed options:
Stream of aggregated KPI’s - Polystar logic and knowledge
Stream of enriched xDR’s – build your own logic
Query API - access to Polystar databases as needed, e.g. suitable for integration with customer care
Polystar. An intelligent data provider delivering real time
Insights to Big Data systems