Capturing the experience of customers first hand is an effective tactic to improve your network operations and planning. However unless this information is processed and dealt with in a way that shows value to the customer, it can quickly turn into a negative message – and the drying up of valuable customer experience feedback.

Clearly, network-related complaints, queries or feedback requires that the right level of the information is captured. This is essential for reducing process costs as it works its way to the technical staff, plus it gives you valuable insight from end-users. Mobile operators running systems that are inadequately designed to deal with this key customer interaction can quickly overload the back office and as response times increase, run the risk of customer churn.

CellVision’s mBOSS Coverage Ticket solution speeds up your response times to customer queries and feedback, and offers automated response notification, thereby creating a superior experience for subscribers. mBOSS Coverage Tickets captures the subscriber’s exact location as well as usage situation such as in-building, handset type, service used and other criteria necessary for further investigation. The geo-coded ticket can then be passed onto second-line support, operations or engineering using your existing trouble-ticketing systems, operations and planning processes for expert analysis and fast resolutions.

Customer feedback is collected through a variety of channels including web Self-care, mobile apps, Customer Care, Retail and Corporate Care, and Coverage Tickets offers automatic feedback to the customer whenever the coverage ticket is resolved. This might be an operational resolution within some minutes from the ticket being raised, to a coverage problem being solved by a new base station.