Cellebrite presented customer experience and employee empowerment at CEM 2016

Cellebrite was recently at the 2016 CEM (Customer Experience Management) Global Summit, held in London, UK.  Every year, mobile industry players flock to the event to discover new solutions and strategies for tackling today’s mobile market.

Our Mobile Lifecycle experts held several meetings, which included a wide variety of subjects.  Interestingly enough, one subject was revisited again and again – market competition and our Diagnostics solution!

So, for those of you who didn’t make it to the event – here’s a brief outline of what you missed at out booth.

Beat the Competition!

Competitive pricing and new offerings are now the de facto standard in today’s mobile market. But, continual price undercutting and new offerings, especially in an over-saturated market, can damage your brand and eventually affect profit margins.

So, how do you separate from the herd? 

In short, the power of differentiating your business lies solely in raising the level of your customer experience, and not through price cuts or cool new offerings. Easier and more efficient mobile device customer care will streamline the customer experience, retain more customers and prevent customer churn.

We were also asked for ideas on how store reps can create a more positive engagement with customers.  That’s simple! Empower employees!  Our in-store employee experience management creates a positive environment where employees, using fun, innovative and cutting-edge technology, are more likely to deliver the best possible customer experience.

Achieving the ultimate customer experience

Offering a fast and efficient service is most definitely the first step in getting your customers to love you.  The first impression really is the lasting impression, and that rings very true in this case.  It also lays the path for better employee-customer engagement.

Visitors to our booth were also extremely interested in hearing about our successful Diagnostics solution. Diagnostics for in-store, contact centers or self-care, will wow customers by empowering them to quickly identify a host of mobile device issues. It also solves 97% of battery issues without replacing the battery! Visit our site to find out more.

These are just a few of our solutions to put you in the lead – and let’s face it, you’re in it, to win it!

If you happen to be at MWC next month, swing by our booth to find out how we can help you master the mobile experience! We’ve got some cool new solutions and services to assist you in knocking the socks off your customers.  We’ll have demos and other goodies, all designed to enhance the customer experience.  We’re also in it to win it!

Hopefully, we’ll see you in Barcelona.
CEM demo


Is your smartphone battery draining your patience?

Excessive battery drain is the undisputed, number one complaint customers bring to their wireless operators and retailers.  Dissatisfaction with battery performance isn’t limited to older phones either.  In fact, many first-time smartphone owners and recent enlistees in the big screen phone revolution find themselves questioning whether they just spent a large amount of money on defective hardware.

According to a 2015 Ovum study, 39 per cent of consumers globally experienced battery performance problems. What’s notably absent from these facts is whether or not the battery was the true source of the problem. More often than not, it isn’t.

Ovum diagram

Replacing the battery is the most common resolution to which mobile retailers and consumers turn when addressing chronic battery complaints, yet it is far from the most efficient or cost-effective answer to this near-universal problem.

A $650 million problem

Based on our recent customer performance data, 80 percent of all batteries that were removed and replaced by retailers were later found to be in good health.  Furthermore, the estimated cost implication for retailers in these cases is hard to ignore: by our research and estimates, this equates to well over $650 million in unnecessary annual costs to resolve battery problems in the U.S. alone.

Moreover, blind battery replacements can be especially frustrating for the smartphone owner if the same performance issues recur with the new battery.   Troubleshooting “battery drain” specifically is challenging for both consumers and operators because there are myriad potential causes. Most commonly, however, the source of the problem lies in one of two areas: usage behavior and installed software.

A new user’s lack of familiarity with a device may result in settings that lead to fast battery drain or unrealistic performance expectations – that marathon session of the latest graphics-intensive MMO game definitely consumes a lot more battery life than texting!  The impact an app has on battery life may not be so obvious in other cases. Poor software design, instability, or the use of services like GPS location can also draw on the battery heavily.  With literally thousands of new apps hitting the market daily, manual troubleshooting of every possible user-induced and software-related cause is difficult and time-consuming.

So, what can you do to show your customers it’s not always a bad battery?”

Recently introduced to the market, a patent-pending battery testing method provides lab-quality battery health checks in under two minutes, without needing to remove the battery from the phone. Adoption of these battery tests by a wireless operator or retailer could bring the service into stores or integrate it into the service provider’s branded app.

As we rely on our phones more and more in our daily lives, advances in smartphones will continue to complicate issues surrounding battery life. More sophisticated applications, larger and higher definition device screens, and faster, more advanced processors all increase demand on the battery. When equipped with similarly advanced diagnostics capabilities, wireless operators, retailers and consumers can meet these challenges because while there’s a battery of issues that can keep a smartphone owner tethered to a charging cable, the issue isn’t always the battery!

Our blog this week is based on a recent Cellebrite article, Solving Mobile Device Battery Problems. To read more, check out Telecoms.com,  Information Age, Mobile News print edition, or download the Ovum Report.   


Futurecom 2015 – Touchpoints throughout the mobile customer journey

Futurecom banner2

Industry professionals to this year’s Futurecom event were given insight into how they can transform the Next Generation customer experience through value-added touchpoints, and what they can do to improve the customer experience.

Cellebrite’s presentation Touchpoints throughout the mobile customer journey, was presented by Amir Lehr, EVP Products & Business Development, and was right on target with compelling content of which members of the audience could relate.

Amir presented tried and tested strategies, used by Cellebrite’s customers, to enhance the customer experience, and increase revenue generating services.

However, just because you weren’t at the event, doesn’t mean you have to miss out!  So here are some highlights from our speaking slot presentation.

The customer experience

Amir3Amir began by explaining why improving the customer experience is one of the most effective ways to build a stronger brand, win over new customers, and increase revenue.  Yet, on the other hand, influences such as new service take-up, and tough competition in a saturated market, are heavily impacting efforts to generate new revenue opportunities while enhancing the customer experience.


What can be done?

Breathing new life into the market, for both Mobile Operators, Aftermarket Service providers (AMS) and their customers, can be achieved by deploying value-added services at key touchpoints, together with services and products that are exactly what customers want.


How it can be done

Accelerate revenue-generating opportunities by deploying value-added services at touchpoints. Solutions that optimize service usage, and customer retention phases with omnichannel transfer, include diagnostics, buyback and application side-loading solutions, deployed via an integrated service delivery platform.

State-of-the-art repair processes across the value chain reduce cost and churn.  Providing an efficient and differentiated service across multiple channels, to identify and correct mobile device problems in-store, in customer care, online, and on-device, creates new revenue opportunities, and empowers customers.

We were pleased to have secured a coveted speaking slot, and equally delighted that our presentation received an enthusiastic response from the audience.

Click here to learn more about our products, platforms and services.


Phone Content Transfer Goes Hybrid: When 2 Become 1

“I want it all”, “I want it now” and “make it secure” pretty much sums up today’s smartphone user demands. Now, add to the mix, a dash of mobile-dependent consumers and blend it together with a competitive industry’s insatiable appetite to wow over customers with new and exciting solutions. And what do you have? A potent mobile market cocktail that is full of new possibilities.

But let’s face it, everyone in the business knows what makes their customers tick – there is an abundance of new solutions, all designed to keep up with a market that is progressing at an unstoppable speed. Nevertheless, keeping your finger on the pulse is a must if you are to leverage your efforts to maintain not only the best possible customer experience, and also keep momentum moving forward. So, what’s next? What’s the next logical step in an industry that pretty much has it all? Which upcoming solutions will give your business the wow-factor, generate revenue, keep customers happy AND keep it moving forward?  The answer is when two become one – the logical fusing of Hybrid solutions and on-app devices.

Looking a little deeper

Take for example the latest Next-Gen phone content transfer solutions. Transferring content from an old device to a new, is typically the first step in creating customer stickiness at the start their mobile journey – and, what’s more, it doesn’t necessarily have to begin and end in the store. New innovation takes care of smartphone customers’ demands for spending less time in the store, while providing speed and security.  From a provider’s perspective, it delivers a superior in-store service that consists of a point-of-sale (POS) hardware, controlled by a tablet device, combined with a mobile app. This innovation is, for sure, the next step in driving new phone upgrades and sales while improving the customer experience.  And, with security in mind, protects the customer’s personal data, sensitive information, pictures, messages – everything!

So, what can an in-store solution combined with a mobile app, do for your customers? I’ll give you a use case scenario, using a customer type that every mobile provider is familiar with.

My friend, let’s call her Hannah, doesn’t like to wait for anything, she is the epitome of ‘I want it all’,’ I want it now’ and ‘make it secure’.  Anyway, during her lunch break, she went out to the local store to upgrade her phone to the latest and greatest. She decided to buy a new Android and trade in her old iPhone. While signing up, it suddenly dawned on her that her old iPhone contains her entire life; personal data, sensitive information, pictures and messages, in other words, her iPhone contained 16 Giga Bytes including 500 contacts, 2,000 photos from the past year, a few videos and about 50 apps with personalized content.

But there were also other issues – Hannah is cautious and very wary of cloud backup services, due to privacy concerns. In short, Hannah’s life was basically on her phone.  And, with her eye on the clock (she only gets an hour for lunch) wanted to know how fast everything could be transferred from her old device to her new. She also wanted reassurance that the device she was trading in, was completely wiped clean.

So, with no time left and a ton of data to transfer, what was she to do?  The store rep told her about a new Phone-2-Phone Transfer App that didn’t require any particular skills to use.  He got Hannah’s attention…

The Mobile app part

The mobile application provided Hannah with the convenience of transferring personal data from her old device to the new phone. Hannah could complete the full transfer later, at her own convenience, but still have her basic information which was transferred in the store – she was ready to go. The on-device Transfer App can also improve in-store service, without the usual in-store effort. It’s a quick, easy to use service that also keeps the store ticking over, even when it’s at its busiest.

In addition, the transfer app can offer the highest value service at the cheapest rate. It gives store reps the ability to extend their services to customers who have purchased their device online, or those who wish to take advantage of self-service. It can even help those who want to transfer large files at home, after transferring their basic contacts in-store.

The neat and powerful transfer app is for sure, the next best thing – it can also replace transfer hardware. However, although the app is super-efficient for multiple sessions in parallel, tethered transfer is still 5-10 times faster than any app out there. Besides speed, set-up is much more intuitive with the hardware solution.  So why not bring them both together.  Or, as the Spice Girls happily sang, when 2 become 1!


Enter the powerful world of Hybrid Transfer

Hybrid combines the best of two types of technical knowhow – the tethered hardware based transfer and the Transfer App. Why is it so great? Well, it offers a number of benefits and features that include the capability of transferring data across different operating systems, using various connection options (wired, wireless), and it’s more secure, since it doesn’t store data locally or in a cloud and can include promotional features.

Hybrid Transfer is also flexible as it manages service times through controlling content transferred and reducing in-store wait time. It has unparalleled support with SDK availability for any mobile providers wishing to employ its technology in their own apps.

Let’s not forget the user experience – Hybrid transfer promotes the user experience as sales reps can service more customers faster and more efficiently. This in turn means more content transferred and less time stuck in the store. And of course, there’s the all-important revenue stream. Mobile providers can decide whether to charge for tethered transfer due to the time taken by the store rep.

Hybrid Transfer supports over 7,000 phone models, including all major mobile OS including iOS, Android, Windows Phone, BlackBerry and more.

So, there you have it.  Hybrid will become a key ingredient in the mobile market cocktail. And furthermore, this new technology will also help in diagnostics as well as application and content delivery. Hybrid Transfer has the potential of benefiting both customers’ demands and retailers – and more importantly, will keep your business momentum moving forward.

Till next time!

Click here to learn more about Cellebrite’s Multi-Channel Content Transfer.