Case Study: Tweakker Helps Improve Gamma’s Domestic Roaming

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U.K.-based MVNO Gamma has launched a national roaming service called Gamma MultiNet®. MultiNet allows the user access to multiple U.K. network operators and is the primary network which the user will remain on for most of the time. However, if the primary network is unreachable, the end-user’s handset will instead pick up the strongest network available.

Setting up the handset properly to use MultiNet gives the best user experience. Knowing this, Gamma turned to Spirent’s device intelligence solution, Tweakker, and its Device Guides solution to help Gamma’s customers set up their devices for MultiNet.

Smooth customer onboarding has long been a critical business requirement for Gamma. It first began using Tweakker’s self-care Device Setup cloud in mid-2014.

With the goal of providing customers round the clock care, Gamma then adopted Tweakker’s Device Guides platform for subscriber self-care. The guides proved successful in helping customers to configure access point name (APN) settings, switch between 2G/3G/4G networks and to update firmware among other help topics. Currently Gamma’s Device Guides online self-care handles on average 80 support cases per weekday.

In early 2016, Gamma identified a critical issue during the pre-launch testing stage of MultiNet which occurred when subscribers moved to an area where Gamma’s primary network was unreachable. As a consequence, their handsets automatically switched to another available mobile network.

The network switch meant that some devices dropped the Gamma APN and prevented Gamma customers from using mobile data services. The only solution was to re-configure Gamma APN settings on affected devices.

Gamma needed an easy-to-use and simple solution to resolve the roaming issue and created customized Self-Care How-to Guides on top of Tweakker’s Device Guides. When customers experienced a roaming problem, they could consult the guides at any time online to change back to Gamma’s APN settings.

“Gamma’s reputation and position in the market has been built carefully on a commitment to providing the highest level of customer service,” said John Murphy, Customer Service Director.

Currently, Gamma’s Device Guides smartphone self-care handles 80 support sessions on average in a normal week day, each taking just under three minutes, totaling just over three hours of online support. Handling the same amount of support cases on a call center would take over 10 man working hours, assuming an average support call occupies a care specialist for about eight minutes.

As Gamma’s own statistics show, online support improves the customer experience by saving people’s time. Customers are able to solve their smartphone issues almost three times faster with the help of a good self-care service compared to help provided through call center assistance. 

“By using Tweakker’s Device Guides to build custom self-serve set up guides for Gamma’s APN settings, we are again seeking to build on the customer experience by reducing the effort involved in device configuration,” explains Murphy.

Learn more about Tweakker at tweakker.com.

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