Bouygues Telecom and its long term mobile technology partner Sicap announced today how the managed Sicap platform is helping the operator to provide advanced customer care.
Sicap has customized its Device Management Center in order for Bouygues Telecom customers to provide a user-friendly website to update Web&Mail service settings.
Bouygues Telecom customers simply enter their telephone number to connect to the Sicap platform and get device-specific updates delivered directly by SMS. Automatic and seamless service configuration is recognized as being a major factor in increasing ARPU and avoiding churn induced by customer frustration.
An added extra for Bouygues Telecom is the ability to follow-up customer usage. Sicap provides its partner with detailed on-line customer knowledge which provides the number of requests per phone model, per service profile and so on.
The Sicap service goes with Bouygues Telecom’s strategy to provide superior customer relations management (CRM). Recognition of the French operator’s attention in this domain has been achieved for the second year with the “best telecom customer care” category award by the research group TNS Sofres – BearingPoint.
Thibaut Keraval, in charge of the Services Solutions Division in Bouygues Telecom said, “The advantages of Sicap managed services are numerous. We gain in flexibility, maintenance, and reactivity, all of which help us gain a competitive edge in customer care.”
According to Sicap Account Manager Pierre-Xavier de Marliave, “Customization features to our Device Management Center mean that Bouygues Telecom gets both the knowledge and the level of service needed to pursue its CRM strategy. Managed services for our long term partner are evolving smoothly in-line with device client capabilities towards full application management on last generation devices.”
The Sicap portfolio focuses on customer satisfaction and service continuity for mobile end-users. Server-side software enables operators to ensures that the latest multimedia and customer care services are seamlessly delivered to any device or SIM. The offer extends to include platforms which facilitate business between network operators and their partners. Hosted implementations or carrier-grade OSS platform installations provide operators a choice of service levels and investment.
For further information about Sicap, please visit www.sicap.com