Published on March 19, 2014
Using coverage maps to better inform roamers and reduce OPEX Duncan Hill, EuropaTechnologies www.europa.uk.com firstname.lastname@example.org
Agenda "Will my phone work there?" – the importance of setting subscriber expectations before roaming abroad Using coverage maps in self-service mode on the web and in customer care operations Reducing costs by promoting channel shift to self-service Mapping the rise of data roaming and the future with LTE www.europa.uk.com email@example.com
Painting the picture Despite regulation, roaming is still good business Increasing subscriber expectations. Heavy drivers for data traffic inc. social networking and new devices Until (near-)ubiquitous, rollout of new technologies needs to be portrayed e.g. LTE New opportunities, e.g. M2M Why bother to show coverage? firstname.lastname@example.org 6 million maps served per month
Why inform subscribers? Manage expectations, earn satisfaction, build confidence & loyalty, reduce churn Next to cost, coverage is the next most important question roamers ask Enable subscribers to anticipate their connectivity, thereby promoting roaming use To charge a premium price, offer a premium service email@example.com Will I be able to use social media whilst on holiday? Can I check my email during my business trip? Will I be able to make an emergency call on my hiking adventure? Can I text my colleagues to arrange where to meet?
Using maps to reduce costs Consider your customer service OPEX – would you like to reduce costs and improve service? Maps are an excellent way to communicate complex information at a glance Easily understood – “A picture tells a thousand words” Encourage “channel shift” by publishing on website, promoting self-service over calls to customer service, although coverage maps also available internally firstname.lastname@example.org
The power of maps A powerful visual engagement Seen as authoritative throughout history Essential that content is accurate, but easy to get it wrong! email@example.com
firstname.lastname@example.org Operator A: 3G Operator B: 3G Operator B: 2G Operator A: 2G
Domestic/Roaming Equality Domestic coverage maps are commonplace Why should roaming service information, including coverage maps, not also be available? Subscribers expect to be able to access the information they need, when they need it Challenge: test your own customer service email@example.com
M2M International M2M becoming increasingly common, due in part to low cost sensors Essential that coverage is known before planning rollout – both in mobile & static applications Tap other budget pools or simply share the cost of a core roaming coverage map service for your organisation M2M connections 2008: 47.7m 2014: 187m firstname.lastname@example.org Industry forecast from Berg Insight
Mapping the rise of LTE LTE networks being rolled out now Mapped over 20 already Spectrum an obstacle to LTE rollout in many countries, incl. UK Future LTE roaming challenges due to limited spectrum availability – user may need to specify handset to see their available coverage Preparation essential, despite obstacles Immature coverage during rollout – important to manage user expectations email@example.com
Coverage Map Checklist Content – how many coverage maps? Accurate – published professionally? Current – reviewed & updated regularly? Comprehensive – inter-standard roaming? Compliant – with your corporate branding? Compatible – with your web site(s)? Access – language support & CVD? Concise – displaying all roaming partner coverage in a single view? firstname.lastname@example.org
Mapping your world Consider making coverage maps a core service in your roaming strategy Save OPEX and improve customer service Strive for domestic / roaming information equality email@example.com Flick that switch!
Thank you Visit us in the Exhibition Area Any questions? firstname.lastname@example.org @europatech email@example.com
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