Utilizing the unified approach enables monitoring and mapping to salient KPI/KQI data, allowing service providers to take preemptive actions and meet service assurance expectations.
St. Charles, IL (PRWEB) October 05, 2011
Monolith Software, the market’s first and only unified IT infrastructure provider software provider, today announced four advanced best practices for communications service providers seeking to implement a Customer Experience Management (CEM) agenda.
Four Best Practices for a Successful CEM Program
1. Adopt and Maintain a Proactive Stance
Historically, the telecommunications industry has been in reactive mode with regard to addressing customer service issues. The focus must shift from the reactive approach - waiting for alerts, events, faults to occur, to a proactive approach - managing the KPI’s, KQI’s, performance metrics in a real time and proactive fashion to remediate problems before they become significant. Proactive CEM requires a unified IT infrastructure management solution to address today’s service assurance needs and to empower service providers to manage customer experience management proactively.
2. Treat Customers as Treasured Assets
Customers are more inclined and empowered to churn than ever before. This, combined with escalating marketing costs and the upward spiral of service complexity puts service providers on a high-speed road to revenue erosion. The CEM program, when implemented with a unified IT infrastructure management solution, allows CSPs insight into the end-to-end data necessary to capture customer views of the service experience. These perspectives allow service providers to treat customers as assets, reduce churn, and maximize lifetime value.
3. Eliminate Siloed Stores of Information
Customer Experience Management is the sum of all the touch points the service provider has with its customers. Successful CEM programs utilize a single data repository simplifying cross domain correlation. A unified IT infrastructure management tool allows a data normalization approach that can collect, into a unified assurance warehouse, siloed data stores from operational domains such as:
- Service Level Management (SLM)
4. Map Service Performance to Actual SLA Commitments
The contractual SLA commitment has become a de facto standard for service providers. In many cases this creates a cart-before-the-horse scenario, where the commitments are there, but there’s not yet a tenable means of reporting that SLAs are met. Utilizing the unified approach enables monitoring and mapping to salient KPI/KQI data, allowing service providers to take preemptive actions and meet service assurance expectations.
To learn more about how Monolith’s unified approach to CEM promotes better customer intimacy, visit http://www.monolith-software.com, or view the CEM presentation for details. Email info(at)monolith-software(dot)com or call 312.957.6470 for more information.
About Monolith Software
Monolith Software is the industry’s first, and only, unified IT infrastructure management software. Monolith offers a comprehensive, fully integrated solution that provides one consistent rules engine for data acquisition, one unified data warehouse allowing unprecedented access to decision-enabling data, and one, consolidated multi-tenant interface for expanding access to deeper business intelligence. Accessible through real-time dashboarding, this unique, unified approach streamlines and enhances fault, availability, performance, correlation, discovery and topology mapping. The result is a simplified process for SLA management and capturing network KPIs. Comprehensive granular visibility, never before available by using disparate legacy tools, increases operational efficiency and allows for enhanced customer intimacy. http://www.monolith-software.com.