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Tecnotree survey reveals significant opportunities for CSPs to enhance customer loyalty

Tecnotree Corporation
Press Release
2 July, 2013 at 8.30 am EEST

Espoo, Finland – Telecom IT solutions provider Tecnotree today revealed its latest research on how communications service providers (CSPs) can increase revenues by creating compelling customer bundles that will encourage increased loyalty and spend. The whitepaper, called ’ Operator perspective on bundling, monetisation and loyalty’, is the third of a series of reports exploring the relationship between customer loyalty and CSP revenue generation.

The Tecnotree research highlights how CSPs are addressing this opportunity by moving to smaller and more frequent OSS/BSS investment projects, based on an overlay approach. Managed services are also being looked at to support these investments. The report also reveals the likelihood of pre-packaged offerings being offered to drive revenue, by deploying traditional business models for digital content and services based on real-time and QoS-based billing.

Timo Ahomäki, Chief Technology Officer at Tecnotree comments, "CSPs are demanding more versatility in the telco market to offer more compelling personalised packages. In this economic environment, not to mention the challenge from OTT players means that when a CSP makes a decision, it needs an OSS/BSS provider that can deliver flexibility and versatility, and rapid deployment. That is why Tecnotree concentrates on creating a platform for all CSPs that guarantees a personalised service and drives customer loyalty." 

The need for CSPs to provide this level of granularity to its customer base has massively increased in the face of the ongoing challenge posed by OTT (Over-The-Top) service providers, to maintain their billing relationship as a key differentiator from the OTT players.

LTE was also highlighted as an outstanding opportunity for CSPs to encourage their customers to spend more on data consuming richer content – which could potentially offset some of the lost communications revenue (voice and messaging) to OTT service providers. Therefore, it is essential that CSPs maintain customer loyalty and encourage the migration of existing customers onto 4G/LTE when commercially available.

Previous whitepapers in the series revealed that there was a large gap between operator and customer perspectives about what makes a mobile customer loyal. CSPs have to find new ways of making their offers more attractive to their customers.  One third of CSPs surveyed revealed that the integration of separate OSS and BSS as the greatest hurdles. To overcome this, the research revealed that CSPs will invest in excess of 10 million on BSS/OSS over the next 12 months.

The research for this white paper was conducted by mobileSQUARED surveying 42 communication service providers (CSPs) from around the world in the first quarter of 2013.

The results of ‘Operator perspective on bundling, monetisation and loyalty’ can be viewed in full at www.tecnotree.com/monetisationandloyalty.

Further Information

Vicki Fertnig/Anne-Marie Lavelle at Liberty Communications: tel. +44 (0) 207 751 4444, tecnotree@libertycomms.com

About Tecnotree
Tecnotree is a global provider of telecom IT solutions for the management of products, customers and revenue. Tecnotree helps communications service providers to transform their business towards a marketplace of digital services. Tecnotree empowers service providers to monetise service bundles, provide personalised user experiences and augment value throughout the customer lifecycle. With over 1100 telecom experts, Tecnotree serves more than 100 service providers in over 70 countries. Tecnotree is listed on the main list of NASDAQ OMX Helsinki with the trading code TEM1V. For more information on Tecnotree, please visit www.tecnotree.com.