Malaysian MVNO redONE adopts Tweakker’s Device Guides to improve customer engagement and maintain subscriber growth
Crawley, January 7, 2016 — Spirent Communications plc (LSE: SPT) announced today that the firm’s mobile device intelligence unit Tweakker has won its first contract with a mobile virtual network operator (MVNO) in Asia.
Called redONE, the contract enables the MVNO to embed Tweakker’s self-care smartphone Device Guides on its website with a link to Tweakker’s cloud. After training provided by Tweakker, customer care agents will be able to reference them to minimize the time it takes when on-boarding new subscribers if they experience difficulties in getting online. During calls, agents will simply direct callers to the correct place in the self-care device guide library on redONE’s website through a link delivered by SMS or email.
“Over 51% of Malaysia’s 35 million mobile subscribers now have smartphones and this figure can only rise in the years ahead as feature phones gradually disappear,” said redONE’s CEO, Farid Yunus. “With a highly-diverse smartphone market, the only way our care agents can handle our growth and on-boarding connectivity issues as a result is having access to Tweakker’s how-to Device Guides.”
Tweakker’s general manager Dennis Poulsen adds: “This groundbreaking contract in the Asian market paves the way for Tweakker to quickly expand its presence in this young, vibrant smartphone region. redONE and other agile MVNOs know only too well the painful consequences of poor customer care and Tweakker’s market-proven Device Guides will help them to deliver best-practice customer engagement and solution.”
Founded in 2012, redONE built its customer base to one million in just under three years. With plans to open more retail outlets across the country next year, the MVNO expects to double its customer base by end 2016 through ambitious customer acquisition campaigns. Key to achieving its growth target will be the ability to offer postpaid mobile plans at the lowest rates as well as delivering the best possible customer engagement on-boarding experience.
Tweakker’s cloud-based Device Guides enable mobile virtual network operators (MVNOs) to provide end-users flexible self-care and high quality customer care experience with radically reduced customer care costs. Through its market leading device intelligence library and APN Setup, Tweakker provides MVNOs fast and seamless zero-touch on-boarding for new subscribers ensuring rapid revenue uptake. By connecting with Spirent’s device library, MVNOs can tap into the world’s richest and most accurate device capability data, with over 150 data points per device, and to enrich their subscriber insight for marketing and business decision purposes.
For more information about MVNO cloud solutions from Tweakker visit http://en.tweakker.com/intro/.