EUROPEAN

OPERATOR TAKES
ROAMING CUSTOMER
EXPERIENCE AND
CARE TO THE
NEXT LEVEL WITH
REAL-TIME ANALYTICS
CASE STUDY

MOBILEUM CASE STUDY:

ROAMING CEM
A MATURE EUROPEAN OPERATOR
HAD NO VISIBILITY OF ROAMING
EXPERIENCE AND NO TOOLS TO
MANAGE IT

MOBILEUM, WITH ITS OUT-OF-THE-BOX ROAMING CEM (CUSTOMER EXPERIENCE MANAGEMENT) SOLUTION,
HELPED FIX SUBSCRIBER ISSUES, SAVING SIGNIFICANT COSTS, AND ROLLED OUT REAL-TIME VISIBILITY ON
ALL ROAMING SUBSCRIBERS

BUSINESS CHALLENGE
Mobile roaming represents about 8% of service
revenues for operators around the world. However, the
visibility into how roamers experience their journeys can
be limited.
This has an impact on care costs, whereby issues for
roamers in particular can take a long time to resolve.
Also, high-value customers who need their issues
addressed immediately can often be left unattended
and unsatisfied.
This can lead to a high churn rate, a poor experience
and NPS (Net Promoter Score) for all affected
customers, but most damagingly from the
high-value customers.
Another typical challenge for roaming managers is
working out which partner networks are best from a
revenue perspective and to then steer their subscribers
to those identified partners.
Negotiating wholesale rates with partners is one-sided
if the service levels attained by roamers cannot be
seen. Therefore, a full visibility of metrics is needed per
partner operator.

HOW MOBILEUM HELPED

Mobileum matched its Roaming CEM solution to the
needs of the operator, who wanted to monitor the
experience of their inbound and outbound roamers.
The quality of the roaming network and the customer
experience of all the individual customers are
captured. This data also needs to be shared with other
departments so we empowered Customer Care teams
with data helping troubleshoot and fix subscribers’
issues faster while the marketing department received
insights into how subscribers use roaming services.
Alerting, reporting and vizualisation capabilities are
all in place, providing a per-network view of roaming
combined with drill-down to event-level tracing for
voice, SMS and data.
COMPONENTS OF
THE SOLUTION
Mobileum rolled out its
Roaming CEM solution,
including Roaming
Network Monitoring,
which is responsible for
the collation of all the data
for inbound and outbound
roamers.
Customer Analytics with
its real-time dashboarding
and alerts focuses on
the subscriber and their
roaming journeys.
LOOKING
FORWARD
This operator is looking
at enhancements in
technology and analytic
capabilities in roaming.
Firstly, they wish
to monitor VoLTE
The Customer Care
module was also
deployed so that the Care
team can field questions
and supply qualified
answer to roamers as they
travel.
Additionally, a VIP
monitoring system was
rolled out to alert in real-
time on any issues for all
VIPs as they travel.
experience, as it is rolled
out across the world.
They are also looking at
improving their analytics
and machine learning
capabilities in roaming.
OUTCOMES
First and foremost, the
subscribers for this European
operator had a better roaming
experience. They are now steered
based on quality and partners are
notified quickly of issues originating
on their networks.
Customer care costs for roaming
have decreased with ‘3 clicks to
issue identification’ and reduced
issue resolution times for VIPs.
Business users can now roam with
confidence with the assurance
offered by Roaming CEM.
Analytics are needed These enhancements
to provide correlation will bring them firmly
between steering policy, into the analytics-driven,
quality metrics and automated decision-
preferred partners with a making, machine
clear link to their business learning future.
drivers.
MOBILEUM CASE STUDY:
ROAMING CEM
MOBILEUM, INC.
20813 STEVENS CREEK BOULEVARD, STE. 200
CUPERTINO, CA 95014 USA
PHONE: +1-408-844-6600
FAX: +1-408-252-1566

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