:::ANALYTICAL MODELS -- decide:::

CAREOPTIMISER

CareOptimiser is a software application that analyses the call profile of a customer to calculate what the cost and associated profit of that customer would be on a suite of tariffs offered by a mobile operator. The software looks at three dimensions of a customer's calling profile including the type of call made, the time that call is made and the duration of the call to calculate the cost of all tariffs in the tariff database. The costs of the different tariffs are then ranked from the lowest cost tariff through to the highest cost tariff.

This can be the basis for communicating to a customer a new tariff to change to or simply re-assurance the customer is on the right tariff. This information can be delivered to customer save teams to assist in managing customer's upgrading from their existing handset onto a new handset and tariff that is ideal for their usage profile.

Figure 1 - Optimisation Result

CareOptimiser's primary solution addresses one of the major drivers for increasing customer satisfaction. Most mobile customers have neither the tools nor an intimate knowledge of tariffs to determine their best tariff. Mobile users are looking for help to work out their best tariffs. Mobile operator's can enhance their relationship with their customer base by offering them a service that assesses their calling profile to determine the best tariff for the customer.

An operator who can address this customer need pro-actively can increase loyalty and hence increase customer life through reducing churn. A North American operator has experienced a 10% reduction in churn through running a tariff rightsizing solution for their customer.

The software can also be applied by a mobile operator to profile the tariffs offered by their competitor's against the calling profile of their customer base. The mobile operator can then identify which customers are most at risk in churning to a tariff offered by a competitor. This allows the operator to then develop new tariffs to address this concern.

Figure 2- Analysis Result of plans across all service providers