True Customer Experience Management Solution for Cellular Operators

1. NetTrax™
Customer Experience Solution
Why not optimise…through your subscriber’s eyes?

2. What the NetTrax Solution provides?
 Application on handset reports events affecting subscriber
experience
 Dropped Calls, No Service, Failed Setup, CSSR, Call Drop Rate, Erlang etc
 Allows operators to gather data from subscribers handset
 Potentially turn thousands of regular subscribers into drive test engineers
 GPS Data Provides Exact Location of Event
 Supported handsets internal GPS logs location, speed and bearing of event
 Application is invisible to subscriber
 The users experience is not compromised in any way as application runs silently in the
background and does not affect any handset functions. Minimal impact on handset battery life
due to application design.
 Application can be loaded OTA, via download or pre-loaded
 Networks can decide how to deploy the solution and target specific subscriber groups as
required (Prepaid, Contract, Staff Only etc)

3.  An Agent is loaded onto a supported subscribers handset which logs
information about events that negatively effect subscribers experience
 When an event occurs such as an abnormal call termination, the GPS
coordinates, serving cell, signal strength etc is captured and sent to the
NetTrax event processing server via SMS
 All these events are correlated and plotted on top of a Google Map based
interface allowing trends to be detected that would otherwise require
intensive network drive testing
 As the exact location is known, as
well as the radio environment at
the time of the event, the
problem can easily be reproduced
and ultimately corrected
 Once a correction has been made
(Configuration change, Parameter
change etc), the effectiveness of
the change can be validated by
monitoring the problematic area
within the tool. Once the trend
for the failure changes the
correction is seen as successful

4.  The diagram
illustrates the typical
event capturing
process flow
 Handset captures
“heartbeat” statistics
such as CSSR, CDR,
ERLANG etc per
subscriber
 The Handset Agent
can be upgraded,
removed or de-
activated
 Additional events can
be added as required,
as well as support for
additional handsets /
technologies

5. Currently Supported Features
 NetTrax currently supports the following handset OS types (Handset must be GPS
enabled)
 Windows Mobile 6.x (Commercial Release)
 Android (Commercial release)
 Symbian /Nokia (Commercial release)
 RIM/Blackberry (Commercial Release)
 Planned commercial data dongle support – January 2012 (ZTE and Huawei)
 Support for IPhone – January 2012 (In Development)
 Logs: Dropped Calls, Failed Setup, No-Service, Other Network Service as well as Call
Setup Attempts, Erlang etc
 Support for data events such as throughput, latency etc in product roadmap
 Currently reports on several radio parameters
 EVENT ID, EVENT DATE, EVENT TIME, EVENT TYPE, EVENT CAUSE, MSISDN, GPS
VELOCITY, GPS BEARING (Direction of Travel), NETWORK TECHNOLOGY ( 2G, 3G),
RXLEV AT TIME OF FAILURE, GPS UPDATE DELAY, HANDSET MAKE, HANDSET
MODEL, HANDSET SW VERSION, HANDSET IMEI, REVERSE GEOCODED ADDRESS,
LATITUDE, LONGITUDE
 **The above parameters are supported by all handsets. Additional parameters are
available for certain handsets.

6. Simple user interface
 NetTrax uses a simple GUI
 GIS and Grid viewing options
 Events clustered on display to
easily identify problem areas
 Drill down functionality allows
for simple identification of
network fault hot spots
 Full interaction between
mapping display, grid and Un-clustered vs Clustered Display
graphs for simplified fault
diagnostics Faults and
 Comment on a fault or group Cells
of faults and automatically Displayed
send responses to subscribers on the
alerting them of known same GUI
network problems in specific
areas

7. Powerful Diagnostic Capability
 Users can filter by date range, geographical area, event type, handset type,
MSISDN etc
 Users can comment on specific events and set the event status etc
 One click export of events to external tools for post processing if required
 One click export of mapping window for reporting or comparison purposes
 User privileges can be set to show specific areas and perform specific functions

8. Dashboards can be displayed in a NOC
or Customer Call Centre to show hot
spot activity in the network in near
real-time to detect events that are
subscriber affecting
Heartbeat performance statistics are
gathered from the handset every 24hrs
(or defined operator required interval)
and can be used to show subscriber
perceived network performance for a
specified period.

9.  Network benchmarking can be achieved by using Nettrax and ProbeX
(RanWorx probe solution) together, allowing for fully automated network
benchmarking.
Operator Benchmarking - No Service  Operators can run
benchmarking 24/7 or at
selected intervals depending
on their specific requirements
Operator 1 No Coverage
Operator 2 No Coverage
Operator 3 No Coverage
Operator Benchmarking - Call Setup
Failures
 Benchmarking data can be Operator 1 Call setup
failure
reviewed and analysed in Operator 2 Call setup
NetTrax, or exported for failure
Operator 3 Call setup
analysis in 3rd party tools failure

10.  Full support included for subscriber logging of events from a secure webpage
which can be integrated into an operators existing website.
 Full support for customer service interface allowing a call centre staff member
to log a complaint for a client telephonically
 Subscribers can receive a reference number via SMS or email for fault
tracking.
 Engineers can receive notifications of events that have been logged through
the call centre or by subscribers directly on the internet.
 Security model includes anti-spam and subscriber verification via SMS pin.
 All event types can be correlated and filtered etc on a single workspace
Subscriber
and Call
Centre
Logging
Interfaces

11.  NIL Module (Network Initiated Logging) allows an operator to poll any mobile
running NetTrax at any time to return the current radio environment been
measured by that mobile, or to set a virtual geographical “fence” which when
entered by any NetTrax mobile will initiate automatic logging of that area
until such time as the mobile exits the area.
 Fault and Configuration Module (FCM) allows operators to correlate failures
and subscriber complaints with network outages or changes to determine
trends that would otherwise be
extremely difficult to pick up.
 ProbeX allows operators to
request a handset to perform a
sequence of events and return
the results in near real-time
(Make calls, send SMS, upload
data etc)
Nil Network
Data View

12.  Simple administration
for user
management, display
control, display
preferences etc
 User logon and audit
trails
 Site database
management and
bulk site import
 Support for multiple
groups/roles etc
 Control access to
each individual
NetTrax component
or feature

13. NetTrax Surveyor Module
 Allows engineers to see network information on
industry standard smartphones
 Engineers can see CELLID, RXLEV, LAC, NCC, MNC, BER etc
 Support for all mainstream smart phone platforms
 Blackberry, Symbian, Android, Windows Mobile, (iPhone in development)
 Snapshots can be taken and uploaded
automatically to server
 Engineer can record information and send it directly to server
 Engineer can take multiple measurements per
location
 Engineer can attach measurements to a customer care reference number, or
location identifier etc
 Simple GUI for use by non-technical staff
 Installation is simple and requires no configuration. GPS location information
included if supported by handset
 Full reporting and analysis in NetTrax GUI
 Measurements can be easily reported on using the NetTrax web based interface

14. NetTrax Integration Capability
NetTrax supports integration to many 3rd party
applications and databases such as:
 Performance Management Systems
(OPTIMA, OPTIMI, NexusMETER)
 Configuration Management Solutions
(NetCM, Datasafe)
 Drive Testing Tools and Databases
(Ranopt, ROAM, TEMS, NEMO)
 Planning Tools and Databases
(Asset, Netact, Cellplanner)
 Integration currently implemented:
Netcm – Light Integration
HP Openview – Moderate Integration
Asset WED – Light Integration

15. NetTrax Integration Levels
NetTrax supports 3 levels of 3rd party integration:
1. Full Integration
– Data is extracted, parsed and loaded directly into NetTrax
– Data available throughout solution
– Requires a high level of customisation
2. Intermediate Integration
– Data is collected from 3rd party database or file by FTP, ODBC, JSON call, webservice etc
– Data available in specific components and areas of the tool (Typically reports and mapping
bubbles etc)
– Requires moderate customisation
3. Light Integration
– User is redirected to 3rd party tool or database via context sensitive links
– Data available in limited components and areas of the tool (Typically mapping bubbles)
– Requires minor customisation

16. Benefits of the NetTrax Solution
 Reduction of CAPEX and OPEX
 Significantly reduce the time to perform network fault analysis / drive
testing / benchmarking
 Perform focused drive testing campaigns on NetTrax identified problematic
areas
 Corrective action can be taken to resolve problems in the network before
they are raised by customers
 Improve customer experience and reduce churn by providing feedback on
complaints and improving network quality
 Consolidated view of faults across an organisation (Reports and access to
faults logs can be supplied directly to network staff if required)
 Can be used to benchmark competitor network quality
 Have visibility of customer perceived quality
 Integrate to existing tools and processes to streamline the fault resolution
process and reduce the time taken to implement corrective action

17. NetTrax will reduce your Opex
 Traditional drive testing involves capturing hours and hours of data yet only analysing very
small portions of this data surrounding network faults – NetTrax will locate problem areas and
allow a focused effort when drive testing which translates into a direct cost saving
 Lower cost of ownership
NetTrax with 1000 activated
users will provide you with over
30 000 hours of active network
monitoring in a year if each
user makes 5 minutes worth of
calls in a day versus only 4000
hours of monitoring using 2
drive test teams dedicated 8 hrs
a day to drive testing.
 In addition to just gathering the data, traditional drive test information will still require post
processing to actually determine what faults occurred and where they occurred before further
action can be taken – NetTrax returns only the specific area and fault
 NetTrax runs 24/7, anytime a loaded handset is logged onto the network - drive testing is
generally only performed during office hours
 When used efficiently, NetTrax should reduce the costs traditionally associated with drive
testing by a minimum of 30% whilst providing a greater volume of usable data.

18. NetTrax vs Drive Test Case Study
 South African Operator – Based on live data and real figures
 Current cost of drive testing – R180 per hour (Conservative estimate including cost of
vehicle, staff, fuel and equipment)
 Operator has 75 handset NetTrax Test licence
 NetTrax users generate on average 35 minutes of phone calls per day and highlight on
average 2.7 network problems per day
 In a year, that equates to +- 16 000 hours of network analysis and will highlight +- 70
000 network faults
 Cost for drive testing to achieve 16 000 hours of analysis is +- R2,9 Million
 Operator achieved a 72% cost saving by using NetTrax, even though NetTrax provides
more usable data.
 As a result, the operator is in the process of reducing its drive testing budget by +-
40% for the coming year, and will focus drive testing efforts in the areas highlighted
by NetTrax
 If you extrapolate the figures and increase the NetTrax number of handsets, the
saving/value ratio improves exponentially as NetTrax licensing cost becomes lower as
number of active handsets increase.

19. Example Business Case – Reduction of Complaints
Example for an Operator with 10m subscribers
Propensity to Complain:
• 1 complaint for every 2500 setup failures
• 1 complaint for every 100 voice call drops
Network statistics:
• 10M Subs each making 100 calls on average/Month = 10m x 100 = 1B Calls per Month
• Call Drop Rate measured on network is 2.5%
• Call Drop volume = 10M x 100 x 2.5% = 25M Dropped Calls
• Based on PTC = 1 complaint for every 100 drops = 250 000 complaints at Call Center
• Each complaint costs approximately US$ 1.00/Min * 3 Min per complaint
• US$ 3.00 x 250 000 = US$ 750 000/Month cost at Call Center on Dropped Call Complaints
• Cost for Drive Testing = US$ 100 000 /Month
• If we assume a 7.5% saving on Customer Care and 30% on Drive Testing only
• Year on Year saving from CC & DT by implementing NetTrax = US$ 1 M (approximate)
*** Improved network quality will increase the subscriber use of the network and reduce
churn. This will automatically equate into higher revenues for the Operator ***

20. Please Contact:
sales@ranworx.com
for more information or
to arrange for a
demonstration
www.ranworx.com