CSL Looks To The Now Factory To Optimise The Customer Experience
Shanghai, China – June 20, 2012 – The Now Factory today announced that its Vantage has been selected by CSL Limited to provide real-time visibility into mobile data usage, helping optimise the customer experience and increase operational efficiencies.
CSL is the leading mobile operator in Hong Kong with over 3 million subscribers and delivers an innovative range of voice and data services. The Company selected The Now Factory’s Vantage solution to gain greater visibility into how its customers experience mobile data services, identify the root cause of performance issues that may occur, and provide the necessary answers to optimise the customer journey in real time across its LTE and UMTS networks.
Christian Daigneault, Chief Technology Officer at CSL said, “The customer is at the heart of everything we do at CSL. The Now Factory will enable us to understand more clearly how we engage with our customers, and what we can do to deliver an exceptional level of user experience for all our mobile data services.”
Mobile Moments Vantage provides real-time insights into all aspects of the customer experience, including devices, applications and the network. By measuring the cumulative effect of all these elements, Vantage enables CSL to make informed decisions in optimising the customer experience across its entire organisation, including customer care and network operations.
“We are delighted that CSL has selected our Mobile Moments Vantage solution,”said Tom Morrisroe, Chief Executive Officer of The Now Factory.“With the explosion in mobile data usage, cutting-edge operators like CSL require in-depth visibility into how their customers use different combinations of devices and applications, which they can then use to manage the customer experience in real time.”
CSL is Hong Kong’s first and leading mobile network operator. It is the only mobile company in the world to operate with a distinctive multi-brand strategy providing customer-centric services through the brands: 1O1O, one2free, New World Mobility and a number of pre-paid service brands.
It operates a world-class GSM / WCDMA network in Hong Kong and launched the world’s first 4G LTE/DC-HSPA+ network in November 2010, through which it offers comprehensive mobile and broadband services to both local and international customers. CSL also supports customers across the world, as the leading roaming operator in Hong Kong providing unmatched global multimedia connectivity through over 560 mobile operator partners around the world. For more information, please visit www.hkcsl.com.
CSL is a subsidiary of Telstra Corporation Limited, Australia’s leading telecommunications and information services company (www.telstra.com).
About The Now Factory
The Now Factory provides real-time insights into how customers use data services, enabling Communication Service Providers (CSPs) to optimise the customer experience and drive greater profitability. The company is unique in the depth, breadth and quality of actionable insights it can deliver in realtime across different correlations of customers, services, devices and network nodes. Its technology has been installed with over 35 CSPs globally across 4 different continents. More information on the company can be found at www.thenowfactory.com.