Using coverage maps to better inform roamers and reduce OPEX

Using coverage maps to better inform roamers

and reduce OPEX

Duncan Hill, Europa Technologies

www.europa.uk.com dhill@europa.uk.com

Agenda

"Will my phone work there?" – the importance of setting subscriber expectations before roaming abroad

Using coverage maps in self-service mode on the web and in customer care operations

Reducing costs by promoting channel shift to self-service

Mapping the rise of data roaming and the future with LTE

www.europa.uk.com dhill@europa.uk.com

Painting the picture

Despite regulation, roaming is still good business

Increasing subscriber expectations. Heavy drivers for data traffic inc. social networking and new devices

Until (near-)ubiquitous, rollout of new technologies needs to be portrayed e.g. LTE

New opportunities, e.g. M2M

Why bother to show coverage?

dhill@europa.uk.com www.europa.uk.com

6 million maps

served per month

Why inform subscribers?

Manage expectations, earn satisfaction, build confidence & loyalty, reduce churn

Next to cost, coverage is the next most important question roamers ask

Enable subscribers to anticipate their connectivity, thereby promoting roaming use

To charge a premium price, offer a premium service

dhill@europa.uk.com www.europa.uk.com

Will I be able to use social

media whilst on holiday?

Can I check my email during my business

trip?

Will I be able to make an

emergency call on my hiking adventure?

Can I text my colleagues to

arrange where to meet?

Using maps to reduce costs

Consider your customer service OPEX – would you like to reduce costs and improve service?

Maps are an excellent way to communicate complex information at a glance

Easily understood – “A picture tells a thousand words”

Encourage “channel shift” by publishing on website, promoting self-service over calls to customer service, although coverage maps also available internally

dhill@europa.uk.com www.europa.uk.com

The power of maps

A powerful visual engagement

Seen as authoritative throughout history

Essential that content is accurate, but easy to get it wrong!

dhill@europa.uk.com www.europa.uk.com

dhill@europa.uk.com www.europa.uk.com

Operator A: 3G

Operator B: 3G Operator B: 2G

Operator A: 2G

Domestic/Roaming Equality

Domestic coverage maps are commonplace

Why should roaming service information, including coverage maps, not also be available?

Subscribers expect to be able to access the information they need, when they need it

Challenge: test your own customer service

dhill@europa.uk.com www.europa.uk.com

M2M

International M2M becoming increasingly common, due in part to low cost sensors

Essential that coverage is known before planning rollout – both in mobile & static applications

Tap other budget pools or simply share the cost of a core roaming coverage map service for your organisation

M2M connections

2008: 47.7m

2014: 187m

dhill@europa.uk.com www.europa.uk.com

Industry forecast from Berg Insight

Mapping the rise of LTE

LTE networks being rolled out now

Mapped over 20 already

Spectrum an obstacle to LTE rollout in many countries, incl. UK

Future LTE roaming challenges due to limited spectrum availability – user may need to specify handset to see their available coverage

Preparation essential, despite obstacles

Immature coverage during rollout – important to manage user expectations

dhill@europa.uk.com www.europa.uk.com

Coverage Map Checklist

Content – how many coverage maps?

Accurate – published professionally?

Current – reviewed & updated regularly?

Comprehensive – inter-standard roaming?

Compliant – with your corporate branding?

Compatible – with your web site(s)?

Access – language support & CVD?

Concise – displaying all roaming partner coverage in a single view?

dhill@europa.uk.com www.europa.uk.com

Mapping your world

Consider making coverage maps a core service in your roaming strategy

Save OPEX and improve customer service

Strive for domestic / roaming information equality

dhill@europa.uk.com www.europa.uk.com

Flick that switch!

Thank you

Visit us in the Exhibition Area

Any questions?

dhill@europa.uk.com

@europatech

dhill@europa.uk.com www.europa.uk.com