Bazile Telecom Selects Spirent Tweakker to Improve Customer Care Through Cloud Services

French MVNO automates subscriber connectivity process with Tweakker to help seniors understand and use their smartphones

Crawley, UK, 30 March, 2016: Spirent Communications plc (LSE: SPT) today announced that the firm’s Tweakker device intelligence solution has been selected by French mobile virtual network operator (MVNO) Bazile Telecom to automate its on-boarding subscriber processes. Tweakker has been installed at its customer care centre in Aix-en-Provence.

Bazile Telecom is a unique European MVNO and is solely focused on serving the growing elderly population of France who use their smartphones for enhanced quality of life and to keep in touch with friends and families.

Founded in 2005, most of Bazile’s 16,500 postpaid subscribers are aged over 65 and more than a third are aged over 80. Operating on the Orange network, the MVNO’s unique proposition is 24 hour availability and a mobile telecare service where its 40 customer care employees help seniors to better understand and use their new smartphones. More than 400 seniors sign up to the Bazile network every month.

“More and more seniors are joining our always-connected society and some smartphone manufacturers such as Doro cater solely for this aging population,” said Yves Morel, Chief Executive Officer of Bazile Telecom. “With 25% of new customers now choosing smartphones over feature phones, it is our remit to walk them through the steps of getting familiar with their new devices.

“With our service experiencing rapid growth, our care agents are spending far too much time solving customer connectivity issues, specifically with access point name (APN) parameters,” said Morel. “That's why Tweakker's cloud device setup is a perfect business tool. It’s easy to implement, easy for our employees and customers to understand, and helps us save time in serving our customers as well as operational costs.”

Bazile Telecom has now embedded Tweakker’s customer care device setup functionality into its own customer care portal. Bazile’s care teams can now trigger Over-the-Air (OTA) network APN settings to get new users on-board in a handful of seconds or send step-by-step self-care setup guides over SMS to users with a handset that does not support automatic OTA configuration. Alternatively, users can visit Bazile’s website where Tweakker’s self-care tool is embedded and easily trigger personal device set ups.

“The importance of automating an MVNO’s on-boarding processes and care can never be underestimated,” said Tweakker’s Chief Sales Officer, Magnus Petersen. “As more than 70 Tweakker customer MVNOs have found, APN automation secures the best possible customer welcome experience and unlocks revenues immediately.”

Tweakker’s cloud-based services enable MVNOs to provide end-users flexible self-care and high quality customer care experiences with radically reduced customer care costs. Through its device intelligence library and versatile Device 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 enrich their subscriber insight for marketing and business decision purposes.