What happens when a customer complains about the network?

  • Users that do complain,
  • overwhelmingly use calling
  • customer care as a method
  • of complaining.
  • Most users do not
  • complain and may
  • simply churn instead.
  • A customer care executive
  • asks the user for details about
  • the problem.
  • A typical customer care call for
  • a network lasts about 3-5
  • Mins.
  • $$ $$

Complaint Template

Type of Problem:_________________________

When did it occur:________________________

Where did it occur:_______________________

Which Device:____________________________

How many signal bars:___________________

Frequency of Problem:___________________

etc:_______________________________________

etc:_______________________________________

The value adds are clear!

The RedMango experience.me application changes the way the customer perceives the operator

Typical process for customer complaints

1. Customer complains

2. Customer care forwards case to network team

3. Network team performs remote optimization

4. Engineer visits location to identify problem if not solved

5. Analysis and optimization

6. Engineer visits again to verify resolution

7. Verification of resolution

The RedMango Streamlined Process

1. Customer complains

2. Send link with test app to customer

3. Customer tests experience on own phone

4. Test results uploaded automatically to central server

5. Remote analysis & optimization by central team

6. Customer tests again to verify resolution

The value adds are clear!

NO ERRORS

100% reduction in errors

100%
IMPROVED CUSTOMER PERCEPTION

Up to 60% more likely to be convinced of the resolution

60%
LESS TIME TO RESOLUTION

Up to 30% less MTTR

30%
EXPONENTIAL COST SAVINGS

Up to 50% cost reduction

50%