London and Orlando, Fla., March 22nd 2011 – Momac, a leading provider of mobile solutions for operators and enterprises, today announced its latest white paper that tackles the need for mobile operators to develop a consumer-centric service attitude while maintaining relevance among end-users.
The paper details the meteoric rise of off-portal data traffic and smartphone application stores and the steady decline of operator content sales. Citing pertinent industry indicators, the white paper – “Improving customer experience: How operators can transform their portals into subscriber-centric interfaces” – concludes that by intelligently leveraging subscriber data, operators can provide indispensible, personalised content in one flexible, consumer-centric mobile portal wholly in tune with consumer demand.
Key highlights include:
- Subscriber Data Management and CRM integration for better, personalised user experience
- Self-care services, CHURN reduction methods
- Using the mobile interface to enhance customer experience
- Policy Management, service personalisation based on network capacity
- Personal data broker and Telco 2.0
Olivier Milcent, Momac’s Chief Marketing Officer, emphasises the mounting necessity for operators to revamp mobile portals into CRM/Marketing tools rather than simple content stores.
“Operators have the exceptional opportunity to transform their mobile portal into a vehicle to drive enhanced customer experience,” he says. “The structural advantage is the operator’s exclusive knowledge of their customer subscriber base, which can be leveraged to create a fresh, consumer-centric approach to customer service.”
Improving customer experience through amplified personalisation is widely considered top priority for operators worldwide, and the mobile interface will become increasingly key in subscriber-centred service.