Publication

Major wireless operator - Managing complex 'smart-phone' services to improve customer satisfaction and achieve profitable growth

US wireless operators today are pursuing differentiation, higher revenues and profits by continually expanding the range of services they provide through increasingly sophisticated wireless handsets. The services converging on these ‘smart phones’ are both creative and complex. A major US wireless operator, planned to introduce many more smart phone services into an increasingly competitive market. However, providing these services proved to be a more difficult proposition than supplying mature voice services. As a result, they faced the risk of impacting customer satisfaction, losing revenue and market share. PA Consulting Group advised the client on developing a customized approach to Service Management, provided improvement recommendations to reduce churn and realigned the organization to better deliver these value added services, while increasing revenue and reducing cost.