eBuilder, a global provider of a comprehensive suite of prescriptive analytics and device care solutions for mobile operators and manufacturers, today announces that telecom operator MTS in Russia has started a device self-service pilot powered by eBuilder’s Device Self-Service. Over the course of the pilot, MTS will gain insight into how device self-service positively impacts customer loyalty, service efficiency and provides the foundation to uncover new after-market revenue opportunities.
MTS will provide eBuilder’s Device Self-service app branded My Smartphone (??? ????????) to a selected segment of their subscribers. My Smartphone enables users to solve common smartphone issues on their own, through intuitive troubleshooting, intelligent device diagnostics and smart usage tips. During the term of the pilot, MTS will also leverage eBuilder’s Device Insights to improve the self-service experience for the end-users. Device Insights can also be used to predict users’ propensity to react to marketing offers, in effect boosting sales efforts.
“We’re proud to deliver our services to MTS and showcase how our device self-service capabilities can benefit all telecom markets”, says Leif Bohlin, CEO of eBuilder. “Device Self-service is a key area for mobile operators as it greatly impacts customer loyalty and our prescriptive analytics solution create a truly intuitive self-service environment. We see a lot of potential in the Russian market and believe that we can provide great value to MTS. Value that will enable MTS to differentiate from their competitors and confirm their position as market leaders.”
Mobile operators leveraging eBuilder’s device care services have seen great improvements in both customer engagement as well as customer loyalty. Leveraging machine learning, Device Insights enables operators to automatically generate micro-segmentations to improve marketing and sales activities. Click-through-rates (CTR) for on-device notifications that alert users of potential issues with their smartphone are 3x higher than industry averages, and users of the self-service app have returned NPS scores that are noticeably higher than operator averages.