December 1, 2020
Historically, telecommunication companies have struggled to work on subscriber devices remotely. Moreover, waiting for too long to get queries resolved, leaves a negative impact on customer experience. However, MDM for telecom empowers operators to effectively and efficiently manage each stage of the customer lifecycle starting from provisioning the device with certified configuration settings and service activation to context-based real-time customer engagement. It helps to automate the process of updating devices, pushing out upgrades and offers real time analytics to help telcos make better business decisions.
Features of MDM for Telecom Operators
Automatic Device Detection (ADD)
The automatic device detection feature of mobile device management solution enables telecom operators to automatically detect new devices latched on to the network. It identifies devices and their characteristics as they connect to mobile networks and performs device detection based on triplet and biplet (MSISDN, IMSI, IMEI) information. ADD also helps to retrieve real time device information including connection type, location, roaming and more which is also significant for marketing staff as they rely on it to promote new services.
Automatic Device Configuration (ADC)
After detecting a new device on the network, it automatically pushes the right APN and configuration settings utilizing the most optimal device setup method. Automatic device configuration helps operators to provide a hassle-free onboarding experience to customers thus avoiding potentially incorrect user handling and minimizing support calls as well as costs.
Real Time Device Analytics
With automatic device detection, operators can fetch real time device information of all the new handsets latched on to the network by subscribers. It helps operators to gain accurate information about devices and acquire deep insights into subscriber device behavior. With the help of this information, telecom operators can target right subscribers with real time personalized offers through marketing campaigns. It allows operators to sharpen their marketing and promotion and make better business decisions.
SIM OTA
MNOs and MVNOs often need to update deployed SIM cards, therefore, SIM OTA platform offers operators a cost-effective way for remote file and application management of SIM cards. It enables telcos to reconfigure, update and manage SIM cards over the air without physical connectivity. With the help of a SIM OTA platform, operators can manage the complete SIM card life cycle starting from activation of new accounts, through multiple upgrades as well as roaming updates, to SIM card cancellation and swap.
Device Self Care
The customer can be anywhere while using telecommunication services, thus, enabling remote support is crucial for telecom operators. An efficient device self care tool helps customers to easily check their devices for possible issues and troubleshoot them to maximize the use of their devices. From assessing the mobile apps that are draining device battery level to rebooting to free up needed memory, device self care tool helps customers to resolve issues in just a few clicks to improve device lifecycle.
Robust Device Database
The increasing number of subscriber devices is creating new challenges for telecom operators. However, with device management solution backed by a robust device database, operators can offer better support services to customers. It assists in simplifying the configuration process for both customers as well as telecom operators with a flexible support mechanism. A database of appropriate and precise knowledge combined with visual guides helps boost service quality.
Campaign Management
Mobile device management solution also offers a campaign management tool to carry out targeted customer campaigns, measure campaign engagement by extracting customer responses and report insights. The tool provides in-depth analysis of campaign journeys which helps to enhance campaign efficiencies. It allows profiling of customers, thereby, empowering telecom operators to provide focused contextual offers which results in increased conversion rates.
How does MDM helps Telecom operators
Reduce Operational Expenses
With the help of device management solution, telecom companies can automatically detect and configure new devices, thus saving operational costs through proper configuration tools. It empowers telcos with relevant tools to help users in checking the health of their devices and troubleshoot issues, thus increasing device efficiency, deflecting call volume and reducing operational expenses. Also, the SIM OTA platform allows communication with subscriber SIM cards enabling remote application as well as SIM card content downloading and management, thereby reducing operational costs.
Enhance Customer Experience
Device management solution helps to auto configure new devices latched on to the network by subscribers, thus providing a seamless onboarding experience to customers and enabling immediate service consumption. It helps to proactively detect any issues on the network, maximizes efficiency and empowers telcos with the tools essential to address customer problems thus increasing user experience. Eliminating technical intricacies, it offers quick solutions to some of the most common support calls, thus reducing OPEX and increasing CX.
Increase Revenue
Using the device management solution, operators can automatically detect and configure new devices connected to the network. This helps customers to get easy access to telecom services and results in a better revenue generating opportunity for operators. Moreover, real time device analytics allows operators to push through right plans and target subscribers with relevant offers which helps in increasing ARPU as well as overall revenue growth of your business.
Conclusion
One of the consistent problems that telecom companies face is how to quickly implement new services without the disruption of back end systems. Therefore, a versatile and easy to use MDM for telecom operators helps to provide proactive service to customers and offers real time information and increase user satisfaction, reduce customer churn as well as operational expenses. This scalable and flexible tool empowers operators to work with different devices as well as services to enhance user experience and drive business growth.