Mobile CRM Panel

 

MARKETING OFFERS IN TELCO INDUSTRY HAVE EVOLVED

Trends in telco industry are use of stealth marketing, variety of touchpoints and high offer customization & micro-segmentation. Many offers on market have generic data on web sites and pricing elements only via BTL channels. Operators have almost no knowledge on competitor’s BTL offers.

 

 

 

 

 

MAJORITY OF OFFERS HAVE BECOME BTL

Operators have no awareness of more than one third of competitor’s offers. This can lead to having potentially non-competitive offers, increased churn rates and loss of revenue.

 

 

 

 

 

 

OTT SERVICES USAGE IS UNKNOWN TOPIC

OTT services have become opportunity as well as competition for telco companies. Trends in telco industry are focus on digital services, growing competition by OTT services, local cooperation with OTT companies and decline in roaming traffic. Operators are missing information on OTT / digital services usage (even with DPI systems). They cannot observe (competitor’s) digital services / products usage, don’t have insights on off-network (e.g. Wi-Fi) application / handset usage and don’t know which applications are popular / growing in popularity.

 

 

 

 

MANUAL BTL OFFERS TRACKING HAVE MANY CHALLENGES.

Lack of systematic and automated approach of user management and communication collection created many challenges in getting quality information:

• Missing information – CRM panel users don’t always report incoming messages.
• Information is delayed – Messages have to be forwarded and coded manually.
• Reliability – It cannot be verified if user really used handset / SIM he registered with.
• Fraud – Users can fake the data in order to get the incentives.
• Campaign triggers cannot be discovered – Cannot analyze usage behavior that triggered campaigns.
• Missing available (not purchased) offers – They are not communicated via SMS.
• Data cannot be deeply analyzed – Missing tools for CRM communication / usage analysis.

 

 

 

ONSPOT MOBILE CRM PANEL

INTEGRATED SOLUTION FOR TRACKING OF COMPETITOR’S MARKET OFFERS DIRECTLY ON-CHANNELS

 

 

 

 

A set of multichannel monitoring tools with centralized database, user panel recruitment/management application and powerful reporting/notification system are seamlessly combined into an efficient solution that can deliver accurate and complete information from market to any client in real-time.

 

• 1. MOBILE CRM PANEL USER MANAGEMENT TOOL – Two step user recruitment and management tool.
• 2. MOBILE APPLICATION – Captures operator’s messages and user activity and mobile application usage patterns.
• 3. PERSONAL WEB PORTAL ACCOUNT TRACKER – Captures offers from user’s personal operator’s web account.
• 4. REPORTING SYSTEM – Categorized data so it can be explored and notifies users on market offer changes.

 

 

 

 

 

 

1. MOBILE CRM PANEL USER MANAGEMENT TOOL

Integrated solution for user recruitment and management that ensures constant panel quality.

• Using social media and direct SMS messaging for user recruiting.
• With two step user selection process for precise panel development.
• Applies many different techniques in order to continuously deliver 100% quality of panel participants defined by strict SLA-s.

 

 

 

 

 

2. MOBILE CRM PANEL APPLICATION

Mobile application for android handsets that collects and forwards important information from user’s handsets into centralized database.

• Operator’s SMS messages to users.
• Traditional services usage: minutes, SMS, roaming, mobile and Wi-Fi data and location.
• Mobile applications usage:
• List of popular, new and growing applications on local market.
• Mobile applications data usage and on-device usage patterns.
• Mobile handsets usage patterns and mobile browsing behavior.

 

 

 

 

 

3. WEB PORTAL PERSONAL ACCOUNT TRACKER

Since a great deal of information is available only via Web channel, data is collected on daily level from this channel as well. Data from this channel can provide valuable insights about:

• Available (but not communicated via SMS channel) personalized services
• Services which are available and can be activated only via personal web site
• Data that triggers BTL campaigns like: out-of-bundle usage for all types of traffic (event that often triggers postpaid campaigns), rated traffic values and amounts, bill amount and bill payment / treatment activities
• PDF bill print-outs

 

 

 

 

 

4. POWERFUL DATA TAGGING, REPORTING AND NOTIFICATION SYSTEM

A system that uses custom algorithms to filter and categorize operator’s messages in order to allow easy data analysis and client notifications on critical changes on market.

• Quickly locate important communications via predefined categories.
• Explore user behavior.
• Go into several levels of details while browsing communication templates.
• Have a real-time data feed from market.
• Receive email updates on relevant news:
• New SMS communication from operator.
• New available offers on Web site.
• Changes in existing offers.
• Frequency of communication of existing offers.
• Call center calls.

 

 

 

 

AN ULTIMATE SOLUTION FOR COMPETITOR’S BTL OFFERS AND USER BEHAVIOR TRACKING

 

A modern service that delivers detailed and accurate real-time information on operator’s BTL offers, users behavior and mobile application usage.

• Effectively track majority of competitor’s BTL offers on most popular channels
• View market updates in real-time.
• Don’t miss important BTL offers.
• Get what you pay for – no fraud and fake users.
• Locate campaign triggers and observe usage patterns.
• Discover customized available (but not purchased) offers for competitor’s users.
• View available personalized digital products offers.
• Analyze BTL offer history and all current BTL offers on one place.
• Gain insights into OTT services usage and digital services consumption of competitor’s users.

 

 

SAMPLE TOOL SCREENSHOTS

This is a list of most frequently used on-line system reports and notifications that are delivered to clients on daily or weekly level.

 

BTL COMMUNICATION CATEGORIZATION A sample of predefined BTL Communication categories and sub-categories showing all messages that belong to selected category.	PREPAID ADD-ON PROPOSALS AFTER USER TOP-UP Report shows how operators threat prepaid users after they have made a to-pup. Clients can select different users and observe their voice and data usage and discover different consumption patterns that trigger offers.	AVERAGE WI-FI VS  MOBILE DATA CONSUMPTION Report shows mobile data consumption vs WiFi data consumption for different tariffs on market. Report provides detailed insights into different user behavior patterns of Mobile vs WiFi usage in regards to tariffs.	WEEKLY NEW BTL COMMUNICATIONS Report shows only new BTL communications from operators to their users during the week. This report is utilized by several departments to locate new offers and adjust their portfolio based on actionable notifications.
ADD-ON OFFERS TRACKING Sample shows user’s usage and add-on offers from operators.	HOURLY USAGE WI-FI VS  MOBILE DATA Comparison of hourly usage of WiFi and Mobile data.	BTL COMMUNICATION TRIGGERS A list of predefined triggers for received SMS communications based on content analysis and list of corresponding communications for one trigger category.	WEEKLY OPERATOR’S BTL COMMUNICATION OVERVIEW Report shows different types of communications from operator’s to user panel during the week. It allows to easy recognize mass campaigns and targeted offers.

 

 

 

SAMPLE CONSULTATIVE REPORTS

Consultative reports are designed to save client’s time by showing complete overview of BTL activity for selected time period in concise and qualitative way.  Reports are created by experienced telco professionals who have been working in CRM and data analytics departments of regional operators.

 

 

 

SEGMENT OF REPORT CREATED FOR 6 MONTH TRACKING PERIOD

Report shows all major events for local market with 2 major mobile operators with sample of N=100 users.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

CONTACT US FOR MORE DETAILS