Flying High on Service Automation: A Messaging Provider Uses NextNine for Seamless Network Maintenance

By Lager, Marshall | CRM Magazine, February 2006 | Go to article overview

Flying High on Service Automation: A Messaging Provider Uses NextNine for Seamless Network Maintenance


Lager, Marshall, CRM Magazine


CRM is usually all about communicating to your customers and giving them what they want. But when you're a mobile telecommunications software vendor, the goal is to give them what they want by not talking to them--your customers are focused on communicating with their own customers, so when they're talking to you, it means there's a problem.

[ILLUSTRATION OMITTED]

That's how it is for airwide solutions, a mobile messaging, device management, and security provider serving more than 70 mobile and wireless operators in 46 countries. The company is no stranger to the field, having sent the first short messaging service (SMS) message with Vodafone in 1992. Airwide's range of products and services includes SMS, multimedia messaging (MMS), fraud prevention, premium messaging delivery, and device management.

In all cases airwide's goal is to roll out its service quickly and seamlessly to customers, maximizing system availability through efficient service. Fabien Delenaud, director of operations in airwide solutions' Montreal office, realized that true efficiency was not possible if customers had to request service and support. "We wanted to be even more proactive with our support, and get problems fixed before customers called with a complaint," Delenaud says. Airwide is often asked to integrate its own products and services with those of other vendors. "Sometimes a third-party product would be the cause of the problem, and customers would wait days before calling us."

To minimize the lag between the development of a problem and airwide becoming aware of it, the company turned to Tel Aviv-based NextNine, a worldwide provider of automated service and support technology. Founded in 1998, NextNine has received accolades from both Gartner, which placed it on the "Cool Vendors in Customer Relationship Management 2005" report, and Deloitte, which ranked NextNine 17th on the Israel Technology Fast 50 list of companies in September 2005. "For years NextNine has been addressing the needs of technology support organizations by delivering solutions that take automated service and support to new heights," says NextNine CEO Adi Dulberg. …

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Flying High on Service Automation: A Messaging Provider Uses NextNine for Seamless Network Maintenance
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