CUSTOMER EXPERIENCE

MANAGEMENT AND
25th December 2012

2012 Metricell Limited

Confidential

Agenda.
Introduction to Metricell.
Introduction to Metric ell's Net Care product.
Detailed Description of the Mobile Application.

NET Care Platform product

Using Smartphone Data to Pinpoint Network Problems.

Example Techniques to locate Network Issues
Objectives of various Stake holders.

2012 Metricell Limited

www.metricell.co.uk

About
Metricell to Metricell
Introduction
A UK-based technology company (original founder-owners of Aircom International and
Mobile Systems International), that seeks to modernise operator IT tools through the
use of web-based Geographic Information Systems.
Metricell is tried and trusted by world-leading telcos. Four of Europes largest mobile
network operators, as well as their Tier 1 vendors, are users of Livetime:

Pioneering web-based Customer Experience systems in order to

modernise operator IT tools across multiple departments and functions

www.metricell.co.uk

Introduction to Metricell Net Care Product

2012 Metricell Limited

www.metricell.co.uk

Info User
Groups

Solution Architecture
OPERATOR

SUBSCRIBERS

Customer Support Agents

Customer Care CEM
Quality Management Optimisation

Information
Processing

PRESENTATION

Mobile
Application

Web Application
Map | Dashboard | Reports
FUNCTIONALITY

Info
Domain

Info
Source

Geospatial Analysis Automated Feedback Self Care Early

Warning System Hotspots Optimisation Service Monitoring
Mobile
Handset

Mobile
Subscriber

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Site
Database

Stores, WiFi
Hotspots

Coverage

Radio
Planning

Operations

www.metricell.co.uk

Availability

Service
Management

Maps

GIS

How does it work?

Our solution uses smartphone technology to understand the what and where of
performance issues on your network equally empowering both operator and subscriber.

1) Subscribers install a mobile app

onto their smartphones

4) with the latest network

information and personalised
customer support.

2) and report their

network problems
3) which trigger instant
operator responses

2012 Metricell Limited

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How does it work? cont.

1. Customer opens app
to see the network status

4. Customer receives
automated diagnosis from
Self Care Assistant, as well as
personalised feedback from
the operator

2. Customer sends a
problem report
(automatic reporting
also available)

2012 Metricell Limited

3. Operator receives
problem report over
NETcare interface

www.metricell.co.uk

A new support interface for subscribers

2012 Metricell Limited

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Problem reporting
1) Reports are
received from
subscribers either
automatically or
marked manually...

2012 Metricell Limited

2)...and can be displayed on a map by

customer support personnel, or
summarised in a dashboard.

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3) The self care

assistant provides
instant help plus
support staff can also
send personalised
messages.

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Manually marked problem report with CS agent response

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Auto reports collected across the Kingdom

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Pinpointed problem location and type

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Parenting smartphone measurements to serving sites

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Comprehensive data capture: network, handset and location

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Detailed Description of the Application

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Highlights
The NETcare mobile application (myCoverageChecker) 3rd edition is now available for iOS
and Android. You can install the App via your download site:
http://www.mycoveragechecker.com/mcc/OPERATOR-X/

Key Features Include:

1. Continuous mode
2. Coverage checker

3. Speed test
4. Problem reporting
5. Self care
6. My Phone
7. Nearby Places
8. Detailed Handset Status
9. iPhone Network Stats
BlackBerry version will be available soon.
2012 Metricell Limited

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1. Continuous mode
Use your smartphone to collect full engineering details to replay inside NETfix.
Need to check local serving sites and coverage; walking or in-car your
smartphone can now be used anytime/anyplace.

1. Go to
Settings

2. Use MENU
button in
Settings

3. Hit START
Continuous
mode

4. Hit STOP
Continuous
mode when
done

iPhone Drive
Continuous
mode on/off *

* On the iPhone 5, disable screen auto-lock whilst In Drive Test mode for full drive test data collection.
2012 Metricell Limited

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2. Coverage Checker
Coverage checker: Select to see the level of service you should expect both for
making calls and browsing the web. Information broken down into 2G, 3G and
4G. Access PLANNED COVERAGE FACTS at any location on your mobile.

2012 Metricell Limited

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3. Speed Test
Calculate your average & maximum data speeds for uploading and downloading
data, ping time and more. How fast have data services been for MOBILY customers ?

2012 Metricell Limited

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4. Report a Problem
Select the problem you wish to report to see your location. Click the Map
button in the top right of the screen to see this location on the map

Call dropped after 5 minutes

2012 Metricell Limited

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5. My Reported Problems & SELF CARE

Includes improved interface and new self care message that uses language that
can be easily understood by your customers. Select the map icon to display the
location at which the problem was reported.

2012 Metricell Limited

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6. My Phone
This option includes summary details of technology and service availability and
lists the important handset facts that may affect your service

2012 Metricell Limited

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7. Nearby Places
Click here to see your position in relation to the surrounding points of interest. Icons
show where the nearest restaurants, fuel, train stations, etc. are located.
There is also a Nearby Stores feature to let the user see the location of the nearest
retail store.

2012 Metricell Limited

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8. Detailed Handset Status (Android only)

See all device, location and network details here, including make, model and OS of
phone together with signal strength, WiFi availability and location accuracy.
NOTE: This feature must be enabled first by going to the Settings menu
Step 1

2012 Metricell Limited

Step 2

www.metricell.co.uk

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Optional Mapping Data allows users to opt out of map use

Message at installation so users can opt-in to using the map functionality that is
provided by their handset. Mapping can also be turned on/off in the settings menu.

2012 Metricell Limited

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NET Care Platform product

Using Smartphone Data to Pinpoint Network
Problems

2012 Metricell Limited

www.metricell.co.uk

Main features summary-1

All customer Manual Marked & Phone Auto detect and report problems are
immediately tested against each of the following criteria

6-point test process;

I.
Phone rxlev (as reported from MS)
II. Expected coverage at problem location
III. Planned serving site (reported by phone to expected in network plan)
IV. Phone battery (as reported by phone)
V. Network alarms (any local cell or site issues?) NOT CURRENTLY ENABLED
VI. Other customers reporting same problem (from MEM phones in same area
over past 24hrs)
www.metricell.co.uk

Main features summary-2

1.

Continuous, transparent, auto calculated by solution

2.

Real-time reporting of local network problem locations

3.

Alarm emails sent to list of Operators managers and engineers

4.

Alert conditions can be changed by the operator

5.

Current alarm testing settings.

MANUAL REPORTS
When 3 or more DIFERENT customers mark a manual problem in the local area in
past 24 hours

AUTO REPORTS

When more than 3 DROPPED CALLS are reported by any customer phones in
past 24 hour window.

www.metricell.co.uk

Example Techniques to locate Network Issues

1.

Review Dropped Call Alarm Locations

2.

Which are the worst impacted areas in past week ?

3.

Which live cells have the highest problem counts in past week or month?

4.

Which customer phones have the worst Customer Experience ?

5.

Where do we see highest density of Dropped Calls in past week ?

6.

Where do we have unacceptable signal coverage ?

7.

Which problems are being caused by incorrect serving cells ?

8.

Customer Service Desk Queries are there customer smartphone reports

at the same locations

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2. Which areas have highest problem reports in past week.

2.1- Worst problem area in past week. 587 customer problems with 71 hrs outage for 27 customers
in this area.

27 different customer
Phones reporting issues in
this location in past week.

71 hours total duration in

past week from all
problems from these 27
Phones.

Many problems as
Shown when phone
Camped on UNEXPECTED
SERVING SITES.

www.metricell.co.uk

4. Enter MSISDN and view data for any customer

General locations of data delivered by MSISDN over past month.

www.metricell.co.uk

4. Which users have worst customer experience over last week

Create REPORT view Problems By Subscriber

Rank Customers with highest problem reports, dropped calls, lowest avg signal etc.
(typical project users will not have access to actual MSISDN which will be replaced with unique reference ids for
security and privacy reasons)

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4. Subs with worst Customer Experience in past week.

4.2 Samsung GTI9300 Customer. 233 problems, 12 hrs 22 min

Main problems on
EGPRS with some
UMTS.

No Data &
Emergency service
issues.

Main problem for this

customer is at his
place of work in
JEDDAH.

Local Jeddah site to

deliver better service
for EGPRS.
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5. Worst locations for dropped calls

WHERE ARE DROPPED CALL WHITE SPOTS ?
ARE THERE ANY OBVIOUS CAUSES OF THE DROPS ?
Display all recent
dropped calls on
MAP

List areas having highest counts of Dropped calls

Use report to list & rank dropped calls by area
Use map search to go to worst areas

www.metricell.co.uk

6. Worst locations for UNACCEPTABLE COVERAGE.

WHERE DO WE HAVE COVERAGE WHITE SPORTS ?
SHOULD THERE BE BETTER COVERAGE AT THIS LOCATION ?

Display all NO Service &

Emergency Service location
on MAP

Create Report & List Rank NO

SERVICE & EMERGENCY SERVICE
by Area or CELL
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8. PROBLEM HOTSPOTS
HOW DOES THE NETWORK BEHAVE AT EXPECTED PROBLEM LOCATION ?
Tube stations in-out
Railway tunnels / cuttings

DO WE SEE PROBLEM LOCATIONS AT POSITIONS WHERE OUR CUSTOMER

COMPLAIN ?
Customer Service query locations can be continuously added to the project
Display Customer Queries over past week
Show MEM problem reports to understand why customers are complaining

www.metricell.co.uk

8. Customer Complaints & operators Phone Reports.

8.1- Customer Service Desk Query in this Area. Local MS reports provide details

Why did the customer

complain here ?

Phone reports locally in

past week

Issues when on UMTS and

HSPA

Problems when on
correct local serving site

Mix of No Service & No

Data with MEM reports

40% of the phone reports

have low rxlev in this area
where customer
complains

www.metricell.co.uk

8. HOW DOES THE NETWORK PERFORM ? Expected problem

locations.
8.2- EXAMPLE CASES Tube stations, railway tunnels, cuttings and other

Blackwell Tunnel
Drops & No Data
Rxelv good before
Call Drops

TCR Tube Station

20 Reports of NO
SERVICE
Site registers Tube out
customers

Finsbury Park Brit

Rail
Where are dominant
serving sites ?
www.metricell.co.uk

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Objective of the various stake holders

Customer Support

Network

Track customer Experience for particular

unhappy customers

Locate sleeping cells

Pinpoint locations of high dropped Calls

Pinpoint locations of No data service

Pinpoint locations of no service or SOS only

Understand data speeds being delivered in

any area /cell

Daily, weekly or monthly reports for any

customer CQE
Replay daily customer experience for any
phone

Pinpoint locations of No data service

Traffic balancing between 2G 3G and
service levels

Marketing

Management Strategic

Identify prime target areas for service launch

Identify prime target cells and customers
generating the most revenues.
Identify the use of various handsets used and
revenues and areas used.
One channel to the customer via an APP.

2012 Metricell Limited

Benchmark the live business performance

against competing opcos
Understand real performance measures for
indoor / outdoor customers
Key metrics to compare phone operating
systems or phone models

www.metricell.co.uk