VIP Care (Service Level Management)

Take care of your high-value customers

For Mobile Operators, a small number of customers may often be the key contributors to corporate income. These most valuable customers do not only require innovative services at a low price; they are also looking for a provider that can become a reliable partner: a company able to commit to a quality offering.

The VIP Care application (previously SLM or Service Level Management) is a customer-centric solution that evaluates the Quality of Service (QoS) experienced by each individual in a business customer fleet. VIP Care aims to prevent and handle VIP complaints. Based on the subscribers' perception of the QoS, the application provides a quick answer to trouble tickets.

Thanks to the VIP Care application, Mobile Operators can optimize their network according to VIP usage, focussing on the cells most used by VIPs.

VIP Care also helps Mobile Operators to define and track the SLAs they sell to their business customers.

Go customer centric

VIP Care is the ideal tool to bring the customer satisfaction in the middle of your organization.
In one click, the Key Account Manager can have a look on the QoS delivered to his/her customer portfolio to check if the company commitment is respected.

As well the Marketing can report on the overall satisfaction of SLAs for the business customers and bring the potential issues to the Operations to troubleshoot customer's problems.

A comprehensive set of tools

VIP Care is divided in two parts:

• First, a high level reporting tool, based on a standard Web browser, provides non-technical users (Sales, Marketing, Management…) with the necessary data on SLA respect through the business customers. Enhanced reporting capabilities enable the generation of customized reports on SLAs towards the end customer management.
• Second, the well-known Activity Analysis viewer provides the technical users with the means to troubleshoot on all CDRs that have lead to a violated SLA. The same solution can be used across the organization reducing the time to fix the issues.

A proactive attitude

VIP Care is not only about checking if a SLA has been respected, it also allows a proactive care of customers by notifying alarms when a QoS gets too close to the SLA threshold.

A customizable list of recipients can be defined for each business customer, enabling a quick fix within a seamless process.