SF managed service for Operators will allow them to assure consistent quality of service for their subscribers. SF’s managed service will monitor and improve aspects of a consumer’s experience that have the most impact on their satisfaction with the service provider.

SF’s managed customer experience methodology takes a unique approach to determining the most accurate and reliable indicators of customer satisfaction, which can be customised for each individual Operator and service provider. We use service delivery and directly aligned it with the service provider’s business priorities, to determine how best to measure service quality and identify the appropriate ways of addressing customer concerns. Solutions are then used to proactively detect, isolate, and help resolve issues that can impact the customer experience. This approach gives service providers a focused and tangible way to increase customer satisfaction and strengthen subscriber loyalty and retention. Our managed service allows Operators and service providers to take a customer-centric approach to improve customer loyalty by ensuring a high quality service experience for the services their customers receive.

Customer retention is the activity that a selling organization undertakes in order to reduce customer defections. Successful customer retention starts with the first contact an organization has with a customer and continues throughout the entire lifetime of a relationship. A company’s ability to attract and retain new customers, is not only related to its product or services, but strongly related to the way it services its existing customers and the reputation it creates within and across the marketplace.

Customer experience enusures customer retention, which is more than giving the customer what they expect, it’s about exceeding their expectations so that they become loyal advocates for your brand. Creating customer loyalty puts ‘customer value rather than maximizing profits and shareholder value at the center of business strategy’.The key differentiation in a competitive environment is often the delivery of a consistently high standard of customer service. Customer retention has a direct impact on profitability.