Singapore operator StarHub has implemented Arantechs Touchpoint CEM (Customer Experience Management) product suite and open platform ProAction solution. StarHub says it has implemented the integrated CEM system to improve its subscribers overall experience. 

StarHub is Singapores second-largest wireless operator, and according to the company 60 per cent of its subscriber base has adopted smartphones. Chan Kin Hung, head of products and solutions at StarHub, says: “In the highly competitive Singapore mobile market, we deployed Arantechs CEM (solution) to proactively identify customer issues, which allows us to respond to such issues in a timely and appropriate manner. We selected Arantech on the basis that its CEM tools would enable us to deliver an excellent customer experience and that the data extracted would be accessible to multiple departments within the organisation, from the network engineers to the customer service teams.”

Brian Carroll, CEO of Arantech, says: “StarHub is a leading advocate of CEM and how it can be used to eliminate common problems associated with customer experience, such as dropped calls or badly configured handsets. StarHub is also aware of the value that CEM represents in terms of developing a better understanding of its subscriber base.”

Arantechs Touchpoint CEM solution stores real-time customer metrics for every subscriber in the network. These can then be viewed by the operator through a set of visualisation and business intelligence tools. Arantechs open platform ProAction, provides an interface that non-technical staff can use to capture, analyse and act upon events that impact on customer experience.