SINGAPORE, June 21, 2011 /PRNewswire/ --
- Singapore operator adopts CEM to improve subscriber experience
CommunicAsia -- Arantech, a provider of Customer Experience Management (CEM) systems to communications service providers (CSPs) worldwide, announced today that StarHub has implemented the Arantech touchpoint™ product suite and openplatform ProAction solution. StarHub has implemented the integrated CEM system to improve the overall experience of its subscribers.
StarHub is based in Singapore and it is the second largest wireless operator focused on the Island State. Singapore is one of the most developed and affluent markets in the Asia-Pacific region. Mobile penetration has reached 150 per cent, data usage is increasing and more than 60 per cent of the StarHub Mobile post-paid subscriber base has adopted smartphones.
Chan Kin Hung, Head, Products & Solutions, StarHub, explained: "In the highly competitive Singapore mobile market we deployed Arantech's CEM to proactively identify customer issues, which allows us to respond to such issues in a timely and appropriate manner."
He added: "We selected Arantech on the basis that its CEM tools would enable us to deliver an excellent customer experience and that the data extracted would be accessible to multiple departments within the organisation, from the network engineers to the customer service teams."
Brian Carroll, CEO of Arantech, commented: "StarHub is a leading advocate of CEM and how it can be used to eliminate common problems associated with customer experience, such as dropped calls or badly configured handsets. StarHub is also aware of the value that CEM represents in terms of developing a better understanding of its subscriber base."
Arantech touchpoint™ enables CSPs to gain an enhanced level of service visibility and a deeper insight into their subscribers' experience of network services, allowing them to protect themselves from churn and ARPU decline. Arantech's touchpoint™ CEM solution does this by building and storing real time experience customer metrics for every subscriber in the network, which are visualized through a set of rich user interfaces and business intelligence tools. Since data analysis is typically restricted to network engineers and IT teams, Arantech's openplatform ProAction, provides an interface that non-technical staff can use to capture, analyse and act upon events that impact on customer experience. This enables the operator to deal with network, service or device issues rapidly before the subscriber experiences any impairment in service delivery.
Headquartered in Dublin, Ireland, Arantech supplies a suite of Customer Experience Management (CEM) software solutions and CEM consultancy services to help telecom operators derive maximum benefit from their existing network infrastructure, customer and service management systems. Arantech's client base includes four of the six largest mobile operator groups in the world, serving in excess of 300 million mobile subscribers.