Motive Mobile Service Management Solution — Overview
Simplifying the Customer Experience
In 2005, the growth of the smartphone market exceeded 70 percent over the previous year, according to In-Stat. And the company predicts the market will continue to grow robustly for the next several years. By 2009, Gartner estimates that smartphones will represent 27 percent of all new handsets sold—up from less than three percent in 2004.
There’s no question, demand for smarter mobile devices is growing faster than anticipated as users look for new ways to increase their personal and professional productivity. But as smartphones and related revenue-generating services, such as mobile e-mail, grow in popularity, challenges abound. Today, the complexity often associated with advanced mobile handsets and new services is driving customer service costs up for mobile network operators. What’s worse, this same complexity could serve as an inhibitor to mass-market adoption.
As wireless and wireline technologies continue to converge, operators must find ways to realize the full mass-market opportunity for next-generation mobile devices and data services. The ability to deliver a consistent, seamless customer experience across devices and services is emerging as a key competitive factor for service providers. The service provider that delivers a simple service, satisfying experience—all the while containing its support costs—will capitalize on this tremendous market opportunity.
Making Smartphones Smarter
We understand these challenges better than anyone. And as mobile devices, operating systems, applications and data services continue to converge and evolve, our unmatched expertise is a valuable asset to mobile network operators, helping them stem runaway support costs and bolster customer adoption.
The Motive Mobile Service Management solution gives both customer service staff and subscribers more control over mobile devices and data services, quickly solving common configuration, connectivity and application-related problems, whether online or off. Using intelligent automation, Motive Mobile Service Management allows you to:
- Increase revenues through the targeted delivery of high value content based on subscriber demographics
- Deflect routine support calls because self-service is built into the user experience
- Decrease call complexity and average handle time through real-time diagnostics and root-cause analysis
- Reduce the number of “no defect found” smartphone returns with accurate diagnostic intelligence
- Accelerate the roll out and management of converged services with a unified management platform
