The document discusses how telecommunications operators need to adapt their customer care models to address increasing competition. It recommends that operators (1) diversify their business into new services like retailing, downloads, and banking to survive, (2) leverage self-care solutions like DataRaider to automate over 75% of customer care and reduce costs while improving service, and (3) choose whether to use self-care as a supplementary or primary customer care channel to transition to more automated support. DataRaider is presented as an enabling solution that can deliver millions in annual cost savings while removing barriers to diversification and building customer loyalty.

1. DataRaider
SELF-CARE

2. Who is eating your lunch?

3. The hard facts
 More and more competitors are eating your
lunch
 Not just other telephony operators
 Apple, Google, VOIP, CATV, WiMAX, ISPs
 They operate at a fraction of your overheads
 They present a good proposition for your
customers
 They don’t envisage a symbiotic relationship
with you

4. Diversify to survive
 Diversification is your key to survival
 Your customers already spend their money on
a diverse range of goods and services
 Become the channel through which they
spend
 Leverage your brand in strategic partnerships
 Retailing
 Downloads (Music, Video, Applications, EBooks)
 Credit Cards, Banking, Insurance
 Travel

5. Customer care is holding you
back
 A real barrier to business diversification
 Increased diversity -> Increased complexity & scale
 Cost liability circa €3 - €5 per call
 Millions of calls to be handled
 Logistical challenge
 Management overhead of large call centres
 The human factor
 Impossible to deliver consistent care quality
 Generally an irritating touch-point for the customer

6. Care model is biased towards
churn
 Demand for 365/24/7 support
 I want my problem solved now
 Its your problem to satisfy me attitude
 Ever increasing subscriber expectations
 Sophisticated users  ever more complex needs
 Ever growing data volumes

7. Fix your broken care model
 What you have to achieve
 Cut costs
 Keep customers
 Enable diversification
 Counter your business threats
 Leverage today's opportunities today
 Smart-phones and web
 Improve your relevance
 Self-care with compelling lifestyle touch-points
 Automation

8. Choose a viable Self-Care
Strategy
 Two ways to employ DataRaider Self-Care
 Supplementary low-cost care channel
 Augments existing channels
 Reduces load on people and systems
 Evolutionary transition to automation
 Primary care delivery channel
 Primary channel for customer interaction
 Strategic reduction in call centre scale and scope
 Fast-track transition to automation

9. DataRaider enables
 DataRaider is 100% service independent
 This is a critical enabling factor for diversification
 On-line shopping, downloads, credit cards,
banking, and more
 Automates more than 75% of customer care
operations
 Think cost
 Think consistent and measurable quality
 Think scalability

10. DataRaider enhances care
 DataRaider provides a better care experience
for your customers
 Creates and builds loyalty through “must have”
lifestyle touch-points
 Proof of purchase receipts, Warranties, Shipping
information and more at their fingertips
 Compelling relevance to your customer
 Streamlines the escalation process to a human
care operator
 Access to years rather than months of relationship
history

11. Compelling case for DataRaider
 Delivers millions in cost savings
 Each one million call reduction yields €3 - €5 million in
annual cost reductions
 Removes a key obstacle to business diversification
 Frees up key management personnel to focus on
business development
 Builds loyalty
 Improved service
 “Must have” life-style touch-points
 Its available today

14. Contact Us Arrange Demo Evaluate
DataRaider
SELF-CARE