VIP Care (Service Level Management)
Take care of your high-value customers
For Mobile Operators, a small number of customers may often be the key contributors to corporate income. These most valuable customers do not only require innovative services at a low price; they are also looking for a provider that can become a reliable partner: a company able to commit to a quality offering.
The VIP Care application (previously SLM or Service Level Management) is a customer-centric solution that evaluates the Quality of Service (QoS) experienced by each individual in a business customer fleet. VIP Care aims to prevent and handle VIP complaints. Based on the subscribers' perception of the QoS, the application provides a quick answer to trouble tickets.
Thanks to the VIP Care application, Mobile Operators can optimize their network according to VIP usage, focussing on the cells most used by VIPs.
VIP Care also helps Mobile Operators to define and track the SLAs they sell to their business customers.
Go customer centric
Marketing can also report on the overall satisfaction of SLAs for the business customers and bring potential issues to the Operations in order to troubleshoot customer's problems.
A comprehensive set of tools
VIP Care is divided in two parts:
- First, a high level reporting tool, based on a standard Web browser, provides non-technical users (Sales, Marketing, Management…) with the necessary data on SLA respect. Enhanced reporting capabilities enable the generation of customized reports on SLAs towards the end customer management.
- Secondly, the well-known Activity Analysis viewer provides the technical users with the means to troubleshoot on all CDRs that have lead to a violated SLA. The same solution can be used across the organization to reduce the time taken to resolve any issues.
A proactive attitude
VIP Care is not only about checking if an SLA has been respected, it also allows a proactive care of customers by notifying alarms when a QoS gets too close to the SLA threshold.
A customizable list of recipients can be defined for each business customer, enabling a quick fix within a seamless process.