Service Providers, such as Broadcast Network Operators, Mobile Network Operators and ISPs, will recognise the challenge of managing service quality and controlling operational costs – costs which have a tendency to increase exponentially as the subscriber base grows.
A lack of knowledge of their subscribers’ service experience and service usage means that it is impossible to make informed decisions as to how best improve service quality.
The same issue applies to launching and managing new services and to promoting and managing existing services to increase ARPU.
The escalating cost of poor service
Poor service for an individual user may result in a call to a customer service representative, which has an associated cost, or in a reduction in service usage, which reduces the revenue from the user. In the worst case the user might simply move to an alternative service provider. The cost of customer acquisition for most service providers is a significant proportion of their average annual ARPU; replacing lost customers is expensive.
If this poor service is experienced by a large number of customers, the network operator has a serious business problem: a shrinking user base with the compound problems of reduced revenues per user and increasing operational costs.
The right tool to measure the customer experience
So, measuring the customer experience is critical to the success of any Service Provider.
MiriMON® is a monitoring system designed to give Service Providers the information they need to realise significant operational cost reductions and to improve the customer experience they deliver.
The MiriMON Approach
MiriMON is a proven and cost effective system for providing valuable information to a number of business functions within a Service Provider. In particular MiriMON resolves a number of major problems for the following business functions:
- Customer Care
- Operations Management (Networks and Infrastructure)
- Consumer Device Management
- Marketing and Business Management
MiriMON provides these functions with timely, accurate and relevant information in a clear manner to enable action that has a positive impact on the business.
Mirifice have brought a huge amount of broadcast industry experience into the design of MiriMON, and these are some of the key issues which MiriMON addresses.