Winning customer loyalty through On Device Services.
The landscape for mobile operators has never been more challenging. The iPhone has led the way in redefining consumer expectations. Device manufacturers, content aggregators and internet companies such as Google are now challenging the network operator business model. All are competing for the customer relationship and a share of the revenue. Customers expect more for less from operators in terms of data tariffs, bandwidth and the mobile internet browsing experience.
In order to have relevance in this landscape the operator must establish and develop a relationship with the customer that persists as they move to new devices and new services. We achieve this by helping operators to establish and maintain a presence on the device. We use this presence to influence but not control customer behaviour through on-device service excellence. Once established, this relationship can persist through generations of end user device.
Today Cibenix are the market leaders in On-Device Portals (ODP) for mobile operators with a large installed base of mass-market devices. The Cibenix ODP solution has helped our many customers including Vodafone, H3G, Bharti and Orascom drive the uptake of their Value Added Services including mobile internet usage.
However, we recognise that the role of an on-device presence must now shift towards addressing the new challenges facing mobile operators. We support the operator in meeting these challenges with our On-Device Services (ODS) solution offering – continuing to deliver all the benefits of the ODP, while extending the solution scope to include mobile widgets, social networking and customer care.
Over time the challenge for operators shifts from enabling service discovery and service adoption on mass-market devices towards influencing customer behaviour in respect of new services and new devices. The goal of ODS is to help the operator manage their customers use of mobile services.
Retaining existing customers is only the first step. Our strategy is to help you build on this by managing the customer relationship and marketing new services to the customer. All this must be achieved while continuing to optimise the experience on a broad range of devices.
We think it is important to recognise there are different user types as well as different device types. ODS enables operators to tailor and optimise the service discovery and user experience of new services. We recognise that the effect of choice in terms of operator, handset, app stores and mobile internet creates new challenges, but also new opportunities for the mobile operator. We help our customers overcome the challenges and capitalise on the opportunities presented by the evolving landscape. We deliver this through our flexible ODS solution.
We are flexible in the following ways:
- How we can provision our on-device services using multiple channels.
- How we can deliver our ODS solution as a managed service.
- How we can enable you to tailor the ODS experience to meet your ever changing needs.
