More and more telecommunications companies are faced with the challenge of increasing customer loyalty, reducing churn rate and improving their competitive edge. Optimally, you would like to not only overcome these challenges, but also make a profit in solving them.

All of your business activities start with your customers. The most critical contact point to your customers is through your Customer Service Representatives (CSRs). They must be properly equipped with the appropriate tools in order to provide accurate answers to customer inquiries and to pass on critical customer information to the rest of your company. Ask yourself these questions:

• How efficient and reliable are your CSRs to provide customers with valid information?
  
• Can they instantly pass on important customer information onto other departments?
  
• If 500 customers are requesting wireless service in a particular village, will your marketing staff know how to contact them when the service becomes available?
  
• Does your operations department have a system of retrieving service outage information from customers?
  
• Do you prioritize your network maintenance and improvements according to clusters of problems?
  
• Are your CSRs equipped with the most up-to-date network performance and coverage data (as operations makes improvements)?
  
• Do you expand networks according to the greatest demand and set up new towers according to the origin of the most frequently reported trouble tickets?
  
• Do you track requests from interested prospects for planning future rollouts?
  
• Are you sending out service trucks when service is not even available?

There is a common thread that binds all of these activities within a telco. It is location. Almost every aspect of a telecommunication business relates to location. From where service is available to the location of assets, customers, network problems and more - both wireless and DSL telecommunications service providers build an advantage from business mapping solutions to improve their business challenges.

By being able to visually verify coverage information and provide accurate answers to your customers, a CSR’s average call time improves and customer satisfaction increases. This can all be accomplished with Coverage Mapper. Coverage Mapper allows you to share up-to-date information not only with your customers, but also between various departments within your organization, increasing efficiencies through real-time status reports. Coverage Mapper will amplify the richness and scope of your organization’s content.

To learn more on how Coverage Mapper can bring an advantage to your organization, read this whitepaper and case study. We can also show you the Return on Investment you will receive from implementing Coverage Mapper into your call center.