Mobile operators can automate up to 75% of their call center operations.

1. DataRaider
SELF-CARE

2. Who is eating your lunch?

3. The hard facts
 More and more competitors are eating your
lunch
 Not just other telephony operators
 Apple, Google, VOIP, CATV, WiMAX, ISPs
 They operate at a fraction of your overheads
 They present a good proposition for your
customers
 They don’t envisage a symbiotic relationship
with you

4. Diversify to survive
 Diversification is your key to survival
 Your customers already spend their money on
a diverse range of goods and services
 Become the channel through which they
spend
 Leverage your brand in strategic partnerships
 Retailing
 Downloads (Music, Video, Applications, EBooks)
 Credit Cards, Banking, Insurance
 Travel

5. Customer care is holding you
back
 A real barrier to business diversification
 Increased diversity -> Increased complexity & scale
 Cost liability circa €3 - €5 per call
 Millions of calls to be handled
 Logistical challenge
 Management overhead of large call centres
 The human factor
 Impossible to deliver consistent care quality
 Generally an irritating touch-point for the customer

6. Care model is biased towards
churn
 Demand for 365/24/7 support
 I want my problem solved now
 Its your problem to satisfy me attitude
 Ever increasing subscriber expectations
 Sophisticated users  ever more complex needs
 Ever growing data volumes

7. Fix your broken care model
 What you have to achieve
 Cut costs
 Keep customers
 Enable diversification
 Counter your business threats
 Leverage today's opportunities today
 Smart-phones and web
 Improve your relevance
 Self-care with compelling lifestyle touch-points
 Automation

8. Choose a viable Self-Care
Strategy
 Two ways to employ DataRaider Self-Care
 Supplementary low-cost care channel
 Augments existing channels
 Reduces load on people and systems
 Evolutionary transition to automation
 Primary care delivery channel
 Primary channel for customer interaction
 Strategic reduction in call centre scale and scope
 Fast-track transition to automation

9. DataRaider enables
 DataRaider is 100% service independent
 This is a critical enabling factor for diversification
 On-line shopping, downloads, credit cards,
banking, and more
 Automates more than 75% of customer care
operations
 Think cost
 Think consistent and measurable quality
 Think scalability

10. DataRaider enhances care
 DataRaider provides a better care experience
for your customers
 Creates and builds loyalty through “must have”
lifestyle touch-points
 Proof of purchase receipts, Warranties, Shipping
information and more at their fingertips
 Compelling relevance to your customer
 Streamlines the escalation process to a human
care operator
 Access to years rather than months of relationship
history

11. Compelling case for DataRaider
 Delivers millions in cost savings
 Each one million call reduction yields €3 - €5 million in
annual cost reductions
 Removes a key obstacle to business diversification
 Frees up key management personnel to focus on
business development
 Builds loyalty
 Improved service
 “Must have” life-style touch-points
 Its available today

14. Contact Us Arrange Demo Evaluate
DataRaider
SELF-CARE