Dennis Poulsen, general manager of Tweakker
Ellen Forster

Member Article

Crawley telecommunications company lands first Asia contract

Spirent Communications has announced that the West Sussex firm’s mobile device intelligence unit, Tweakker, has won its first contract with a mobile virtual network operator (MVNO) in Asia.

Called redONE, the contract enables the MVNO 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 minimize the time it takes when on-boarding new subscribers if they experience difficulties in getting online.

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.

redONE’s CEO, Farid Yunus said: “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,

“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.”

Founded in 2012, redONE built its customer base to one million in just under three years. 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.

Tweakker’s general manager Dennis Poulsen adds: “This groundbreaking contract in the Asian market paves the way for Tweakker to quickly expand its presence in this young, vibrant smartphone region. 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.”

This was posted in Bdaily's Members' News section by Ellen Forster .

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