INTELLIGENT BRANDS // Mobile Technology
during peak demand. Having a hybrid
infrastructure where cloud bursting is
an option – sending traffic to the cloud
when the data centre gets overloaded
– can ensure a seamless service
experience for your customers without
breaking the bank
3. Focus on security: A DDoS attack or
any kind of breach can cause massive
disruption. Ensure your network is
protected from multi-vector DDoS
attacks and other threats, such as
malware that hides out in SSL encrypted
traffic. Being proactive about security
and mitigating threats as they arise
will ensure your services are delivered
consistently and unfettered
Customer empowerment is another major
component of modern service provider
success. It’s a part of customer satisfaction
that is rarely talked about. Why? Because
there’s a desire to be needed by a customer;
and when they’re empowered to do things
themselves, there’s a perception that service
providers are no longer indispensable.
But it’s actually quite the opposite. When
you implement or enhance the self-service
capabilities you offer, you give your
customers the freedom to tune services to
meet their specific needs.
Putting that control into the customers’
hands has powerful benefits.
Reduce support volume
4. Converge services: Service providers
can harness the power of services
consolidation and automation
to drive operational efficiency.
Network architectures that build on
optimisation and consolidation are key
to achieving service continuity and a
seamless user experience
You want your applications to be delivered
smoothly and uninterrupted. You want
consistency. Following these steps will help
you get there.
First, giving your customers the ability to use
services how they want means you don’t
have to do it for them. That equals fewer
calls, fewer emails and fewer chats. That
means fewer hours spent tuning customer
services and more time spent on other
imperative customer service activities.
Save money
Fewer support calls cut costs. Instead
of paying techs and support staff to
manually tune each customer’s specific
service demands, you can put resources
toward improving your offerings, speeding
your time to market and beating your
competition. You not only save money
on support staff, but the money you do
PUTTING THAT
CONTROL INTO
THE CUSTOMERS’
HANDS HAS
POWERFUL
BENEFITS.
spend is no longer being dumped into a
cost centre and instead is being put toward
innovation and differentiation.
Enable personalisation
Modern architectures like software-defined
networking (SDN) and network functions
virtualisation (NFV) empower you to offer
more personalised services to customers,
which leads to deeper subscriber and
application awareness. Automating
the ability to create customised and
personalised services on a per-subscriber
and per-application basis ensures
customers have a consistent experience
while you can have a service offering that’s
a key differentiator.
Increase customer satisfaction
A happy customer stays a customer.
No one has ever left a service provider
because they’re happy with the service
and they are satisfied.
Empowering the customer through self-
service puts them in the driver’s seat and
gives them control. That plus not having to
wait on endless support calls to accomplish
a seemingly simple task will keep your
customers happy, and keep you happy as well.
Those are just some of the ways
empowering your customers can improve
your business as a service provider. n
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