Malaysian MVNO redONE opts for Tweakker to boost customer care

• Provide end-users with flexible self-care and customer care experience
• redONE built its customer base to one million in just under three years

 
UK-based Spirent Communications Plc said its mobile device intelligence unit Tweakker has won its first contract with a mobile virtual network operator (MVNO) in Asia, with Malaysia’s redONE.
 
The contract – financial terms were not disclosed – enables the redONE to embed Tweakker’s self-care smartphone Device Guides on its website with a link to Tweakker’s cloud.
 
After training provided by Tweakker, customer care agents will be able to reference them to minimise the time it takes when on-boarding new subscribers if they experience difficulties in getting online, Spirent said in a statement.
 
During calls, agents will simply direct callers to the correct place in the self-care device guide library on redONE’s website through a link delivered by SMS or email.
 
“Over 51% of Malaysia’s 35 million mobile subscribers now have smartphones, and this figure can only rise in the years ahead as feature phones gradually disappear,” said redONE chief executive officer Farid Yunus (pic).
 
“With a highly-diverse smartphone market, the only way our care agents can handle our growth and on-boarding connectivity issues as a result is having access to Tweakker’s how-to Device Guides,” he added.
 
Founded in 2012, redONE built its customer base to one million in just under three years, Spirent said in its statement.
 
With plans to open more retail outlets across the country next year, the MVNO expects to double its customer base by end-2016 through ambitious customer acquisition campaigns.
 
Key to achieving its growth target will be the ability to offer postpaid mobile plans at the lowest rates, as well as delivering the best possible customer engagement on-boarding experience, Spirent said.
 
“This groundbreaking contract in the Asian market paves the way for Tweakker to quickly expand its presence in this young, vibrant smartphone region,” said Tweakker general manager Dennis Poulsen.
 
“redONE and other agile MVNOs know only too well the painful consequences of poor customer care, and Tweakker’s market-proven Device Guides will help them to deliver best-practice customer engagement and solution,” he added.
 
Tweakker’s cloud-based Device Guides enable MVNOs to provide end-users with flexible self-care and high-quality customer care experience, while reducing customer care costs, Spirent claimed.
 
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