Using coverage maps to better inform roamers
and reduce OPEX
Duncan Hill, Europa Technologies
www.europa.uk.com [email protected]
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 protected]
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?
[email protected] www.europa.uk.com
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 protected] www.europa.uk.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
[email protected] www.europa.uk.com
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 protected] www.europa.uk.com
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 protected] www.europa.uk.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
[email protected] www.europa.uk.com
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 protected] www.europa.uk.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?
[email protected] www.europa.uk.com
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 protected] www.europa.uk.com
Flick that switch!
Thank you
Visit us in the Exhibition Area
Any questions?
@europatech
[email protected] www.europa.uk.com
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