Lowering support costs in a highly competitive industry led an innovative
wireless provider to Covestic for their customer service model.
BUSINESS CHALLENGE
Covestic's client is currently deploying a WiMAX trial network by developing
end-to-end mobile WiMAX network solutions for service providers to offer
advanced mobile broadband services. The trial network is designed to
showcase the client's advanced core network and back-office system capabilities,
and provide network partners with an opportunity to evaluate the performance
of mobile WiMAX technology.
Lowering operating costs associated with back-office systems and contact
center support will contribute to the profitability and success of WiMAX service
providers who expect to encounter stiff competition from incumbent fixed and wireless carriers.
COVESTIC'S SOLUTION
Covestic was selected to define and drive a customer support strategy to achieve a high self-service
success ratio from initial business launch. This engagement included the following key activities and deliverables:
- Benchmarked communications industry customer contact ratios and customer support best practices.
- Developed a multi-year customer contact activity model from launch to over one million customers.
- Created staffing forecasts and budget model based on the business plan.
- Determined business operations and communications support solution to enable a self-service model and reduce dependence on a labor-based support model.
- Created and managed RFIs for the following vendor solution categories:
- Telcom business and operations support solutions (BSS/OSS).
- Eservice and knowledge management solution vendors.
- CTI and VoIP solution providers -- both hosted and licensed models.
- Recommended shortlist of prospective solution vendors, including a breakthrough approach to providing self-service and end-user training functionality through the wireless handset itself.
- Developed and documented key customer support business processes.
- Defined job roles and created individual job descriptions for contact center support functions.
PROJECT RESULTS
Our client now has the processes, infrastructure, and staffing plan to enable a successful network launch that
will showcase their advanced self-care features to potential partners.
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