Nearly every telecom operator in the world faces a steep hill to climb when it comes to reducing overhead costs. It can be overwhelming at times if you do not have proper tools or support to overcome this issue. However, device management solution helps telecom operators to cut down operational expenditure while keeping customer experience on top. It enables telcos to provide high quality service to customers, thereby helping them to increase customer retention as well as reduce OPEX.
How device management helps telecom operators in cost reduction?
Automatic Device Configuration
Device management solution allows telecom operators to automatically detect devices on the network based on triplet or biplet (MSISDN, IMSI, IMEI) information. As soon as it identifies any new device, it automatically sends right APN and configuration settings to the device using the right device setup method such as manual SMS setup guide, standard OMA CP over the air configuration, etc. It helps to remotely configure new devices and reduce customer centre calls, thereby, decreasing OPEX.
Automatic Device Detection (ADD) function also draws real-time device information including connection type, location, device or SIM swap, presence on network, and more which can also be used to target subscribers with relevant offerings.
Mobile self-care apps give quick response to customer queries and are a reliable source of help for users. A self-healing app collects data based on consumer behavior, feedback forms, usage patterns, and more to deliver customer oriented services. It helps them to check prepaid balance, data limit, pending bill payments, etc thereby solving their queries as well as reducing customer centre calls and costs. Therefore, it enables operators to cut down staffing costs as customers manage their account on their own.
According to Business Wire, the global intelligent virtual assistant market size is expected to reach $45.1 billion by 2027, expanding at a CAGR of 34.0%.
Superior service makes customers’ lives easier. However, when a telecom operator needs to manage multiple services for each and every customer, then it becomes quite challenging to deliver better experience. Thus, AI powered virtual assistants solve varied support requests related to maintenance, installation, troubleshooting and help reduce workload of support agents. A virtual assistant enables operators to offer efficient self-service to customers 24/7 to enhance customer experience. It helps to cut down operational expenditures as it costs less than hiring a regular employee and saves costs levied on office space, additional taxes or maintenance costs.
Decision Trees & How to Guides
Decision trees are a series of coherent statements providing a step by step way of finding a solution for a given problem whereas a how to guide is a visual guide enabling open-ended communication between support team and customers. Both the device self-care solutions play an important role in increasing user experience and can be integrated with applications and websites making it simpler for customers to troubleshoot common issues. These easy-to-follow guides make users feel at ease when they stumble upon device issues or overall configuration and help operators reduce operational costs.
Device management solution helps telecom companies with a SIM OTA platform that enables them to manage files and applets on SIM cards over the air. It allows operators to manage a complete SIM card life cycle from activation of new accounts through multiple upgrades and roaming updates, to SIM card cancellation and swap. Use cases from SPN change to IMSI management can all be managed using it which also helps companies understand consumer consumption better and increase revenue. With a SIM OTA function, operators can win new subscribers, thereby increasing their market presence. Moreover, it enables them to enhance customer service and reduce OPEX.
Mobile device management solution for enterprises helps telecom companies to manage corporate as well as employee-owned devices and monitor compliance pertaining to protocols. It helps to lock down all the managed devices and block non-business applications such as social media apps, gallery, games, etc to empower employees to focus more at work and reduce data consumption. Companies can monitor and control excessive usage of data, SMS, calls and more to decrease overhead costs.
BYOD (Bring Your Own Device) Policy
Companies have to buy new devices every time a new employee joins their organization, which incurs lots of investment. However, adopting BYOD policy helps businesses save on employee devices costs and reduce operational expenditure. Instead of spending money on latest smartphones, tablets or laptops for their employees, the companies can ask them to bring their own device. MDM solution helps operators to create a separate work profile on BYOD devices to secure corporate data and the admin can only manage and monitor the work profile leaving personal data untouched.
Summing it up
Device management solution has empowered telecom operators to embrace digital revolution while reducing overhead costs and elevating customer experience. It offers an easy way for operators to cater to the changing demands of customers as well as empowers users to solve common device issues related to installation, troubleshooting, maintenance, etc. Providing an easy access to self-service channels such as apps, websites, chatbots and more, it has enabled customers to fix simple issues on their own without the need of any help-desk tickets thus boosting customer experience and reducing OPEX.