Arantech, a provider of customer experience management (CEM) software announced today that it has signed an agreement with Vodafone Spain. As part of the agreement, Vodafone Spain will deploy Arantech’s CEM solution, aranassure, enabling it to monitor actual customer experience in real-time across its network of close to 11.8 million subscribers and help drive increased service revenues through the delivery of a more enriched customer-centric quality of service.
In growing revenues, Vodafone Spain is looking to increase the level of utilisation for its range of advanced wireless services by providing a more personalised level of service to its growing subscriber base. To achieve this, Vodafone Spain is deploying aranassure so that it can measure in real-time both at an individual and aggregate level how its customers are actually experiencing its network services. This will enable it to quickly detect and diagnose potential problems its subscribers may be experiencing such as an inability to access live content or avail of Multi-Media Messaging (MMS), which could lead to a loss of lucrative service revenue. It will also provide Vodafone Spain with the ability to enable customer-specific Service Level Agreements (SLAs) that can be easily and comprehensively verified through objective customer experience measurements. All this gives Vodafone Spain a very powerful tool to differentiate itself in a highly competitive wireless market and increase revenues through an uptake in service utilisation among new and existing customers.
“Optimising customer experience across our network presents us with a huge opportunity to generate new service revenues,” said Fergal Kelly, Chief Technology Officer, Vodafone Spain. “Deploying aranassure is central to this as we now have greater transparency into how our customers experience our wide range of wireless services, allowing us to proactively respond to potential problems that could lead to a loss of additional revenues for our business.”
aranassure, the first CEM solution on the market, provides complete visibility of the actual customer experience by providing real-time data transaction flows both at an individual customer and customer group level. It also uses data aggregation and modelling techniques for detailed and ranked analysis. Advanced real time alarming and notification features can be tailored around specific customer experience measurements while in-depth troubleshooting tools drill down to diagnose and help resolve the root cause of problems customers may be facing. This solution will allow Vodafone Spain to proactively manage unacceptable customer experiences by providing the information needed to correct problems when they occur leading to an increase use of services, a reduction in overall network operational costs and a significant growth in revenues. It will also enable Vodafone Spain to differentiate itself in the market by optimising customer satisfaction and by offering an objective measure of this satisfaction to corporate clients through enabling customer-specific Service Level Agreements (SLAs).
Commenting on the new agreement between Arantech and Vodafone Spain, Brendan McDonagh, Chief Executive Officer, Arantech said, “Effectively managing customer experience is a necessity for wireless operators looking to generate new sources of revenues and increase loyalty among their customer base. Through leveraging, in real-time, the rich customer experience management features of aranassure Vodafone Spain can ensure optimal utilisation of its wireless services leading to greater revenue gains and a consolidation of its market leadership position.”