Customer Experience Management

SEE THROUGH THE EYES OF YOUR CUSTOMERS

In a world of ever changing technology, it is impossible for human behavior to remain the same. Keeping up with your customers needs and actions is the greatest challenge of all. To see a decreasing churn rate is what holds your attention. Customers are always led by a desire to experience something new and better. There is a constant need to know the customers in a more detailed way and focus the activities towards the most valuable of them. So, wouldnt it be more convenient if you know their needs before they even express them? It is better to make more informed decision about your business priorities if you better understand the current customer behavior and predict their future actions, isnt it? Struggling to maintain close, personal and continuous relationship with every subscriber individually can be hard enough.Using the right platform will help you reach the core needs of your customers and make them loyal to you. If you see through the eyes of your customers and transform their needs into intelligent actions and services, you can show that you truly care for them. With Seavus Crystal Qube sollution you have all customer information at hand. Only few clicks separate you from complete view of your customers profile and behavior, which will help you build thorough communication with them and decrease your churn rate.

WHAT DOES SEAVUS CRYSTAL QUBE PROVIDE?

Crystal Qube is a customer experience management platform that enables telecom operators to deal with all aspects of customers past, measure present and forecast future trends. It can be considered as a continuous process involving the following activities: 1. Various reporting- by using parameters like geography, offerings, segments, time etc. 2. Tariff simulation ability to analyze the revenue impact of the price plan change. 3. Cross & up sell analytics- data analysis regarding the customer balance continuity and their profile usage patterns, to identify the product bundling opportunities. 4. Profitability & referral value analytics- measures the return on investments (ROI) for individual product/services offered, price plans etc. 5. Prepaid and postpaid customer churn management customer analytics and predictive modeling to address specific customer issues successfully. 6. Postpaid customer risk scoring Customer analytics to measure the non-payment risk attached to the customers based on historical behavior. 7. Customer segmentation Multi - dimensional view of customers based on various parameters as usage and recharge pattern, demographics, billing information, etc.

WHY CHOOSE SEAVUS CRYSTAL QUBE?

The goal of customer experience management is to move customers from a level of satisfaction to a level of loyalty. It is based on building a strategy that focuses on the business processes and decisions that address the needs of the individual customer: 1. Find the right strategy to increase ARPU (Average Revenue Per User)- by identifying and satisfying the unique needs of micro market segments or even individual high-valued customers. 2. Build the brand on higher level than the competition- by resolving issues that impact customers perception of services quality. 3. Make the customer churn rate decrease by providing personalized level of service 4. Form efficient and consistent customer experience through the different and complex customer channels. 5. Convert the data into business intelligence by analyzing past, measuring presentdata, and predict customers future actions.

OFFER

OFFER

REWARD

MITIGATE

RETAIN

CHURN

CHURN

UP SELL

CROSS SELL

LOYALTY

RISK

HOW DOES IT WORK?

Crystal Qube transforms all data about your customers into feasible business intelligence. It is one system that will bring everything you need to know about your customers at hand, with only few clicks. Integrated with your data base, now you are able to gather all information into different reports in fast and intuitive manner. Based on these reports you will discover what your customers truly need, what kind of services they want and you will be able to even predict their actions in the future. The system brings the pieces of your customers image together throughout the following activities:

Predict
Tariff simulation Customer financial contribution Customer profile maintenance Customer segmentation Expand market share Costumer main drivers calculations Postpaid churn data calculations Customer spending predictions Market segment predictions Prepaid refill predictions Invoice predictions Recommendations Customer experience management portal Extensive set of dashboards Powerpoint reports Campaign management component

Personalize
SMS, Email and USSD messaging Rich Text Format documents Activating product offering for the customer via Central Provisioning System

Learn

Respond

Note: We can provide a pilot version of the Crystal Qube platform with your own data in only two weeks, so you can check how the platform really works. Contact us at crystalqube@seavus.com to arrange your pilot version.

WHAT DOES SEAVUS CRYSTAL QUBE PLATFORM INCLUDE?

Every process component is based on iWorkflow component with the idea to deliver fast, reliable and efficient integration of different metrics and predictive models, to measure and follow the data in real time.

ARPU

Prepaid Refills

Comparison of ARPU per tariff and history

Refill actual value and forecasted values across time and geography

Bills and Payments

Billed amount vs. paid amount

Residential postpaid market segments

Residential postpaid market statistics

Custom prepaid market segments

Revenue and earnings

A user defined prepaid market segments

Total revenue from all services compared to OPEX and earnings

Prepaid market segments

Prepaid market segments statistics and forecasts

Tariff 2 tariff comparison

Compare 2 tariffs on various metrics

START COUNTING EVERY CUSTOMER

Its all about your customers. Position yourself as their best friend in the Telco industry and:

Create and serve your market segment Acquire and retain customers Identify new revenue opportunities Drive profit margins

Create customer advocates Expand market share Outshine your competition Achieve automatic upselling process

Remember: A pilot version with your own data can be developed for you in two weeks, so you can experience these benefits. Contact us at: crystalqube@seavus.com.

About Seavus
Who we are
Seavus is a software development and consultancy company providing a full line of services in software development lifecycle. Founded in 1999 in Malmoe, Sweden, Seavus global capacity is today placed in five countries: Sweden, USA, Macedonia, Belarus and Serbia. Seavus has over 500 in-house ICT business domain and market experts and rich pool of over 6,000 developers from all over the world. The customer portfolio includes over 2,500 organizations that have trusted Seavus with their business requirements.

Visit us at: www.crystalqube.com

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