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The Best Customer Service in the Sector

Machine to Machine is a young fast growing industry. Business models show again and again that when you are rapidly accelerating industry customer service can become a secondary part of the business. This is either because growth outstrips the ability of the company to support all the new customers it has. Or, more damaging that customer service doesn’t matter because a) there are plenty new customers joining on and b) Its quite hard to move from provider to provider even if they are unhappy.

Most M2M specialist have been offshoots of the Voice market. Voice has very high revenue per connection and almost always a very low cost of failure. This coupled with fast growth has exacerbated the situation regarding the importance of looking after your customers. Mobius has its roots in Electronics which is an industry that in a market that was chronically over supplied and highly competitive  developed a strong Customer Service model as a key differentiator.

Mobius has been fortunate in that the person responsible for shaping Mobius Customer Service since 2011 Mike Cort has come from the Pharmaceutical industry. That industry is built on a fundamental principle of ‘getting it right first time, every time.’ And Mike has been able to apply the lessons learnt in that environment to the world of Machine to Machine Airtime. With this outlook and supported by custom built software developed in house  including the new revision of our web portal system Global Estate Manager (GEM) Mobius plans to keep Customer Service as a cornerstone of its business into the future.

 

Mobius adheres to ITIL principles in our customer support processes

What is ITIL®?

ITIL is the most widely adopted approach for IT Service Management in the world. It provides a practical, no-nonsense framework for identifying, planning, delivering and supporting IT services to the business.

ITIL: Overview and Benefits

ITIL advocates that IT services must be aligned to the needs of the business and underpin the core business processes. It provides guidance to organisations on how to use IT as a tool to facilitate business change, transformation and growth.

The ITIL best practices are currently detailed within five core publications which provide a systematic and professional approach to the management of IT services, enabling organisations to deliver appropriate services and continually ensure they are meeting business goals and delivering benefits.

The five core guides map the entire ITIL Service Lifecycle, beginning with the identification of customer needs and drivers of IT requirements, through to the design and implementation of the service into operation and finally, on to the monitoring and improvement phase of the service.

  1. Strategy: This consists of knowing and understanding your customers, the services required to meet their needs, what your IT services are capable of providing to them and requirements for successful execution.
  2. Design: This step makes sure any new, added, or altered services are designed in order to meet the customer’s expectations in a cost-effective way. It ensures the most effective service design, technology, efficiency of processes, and service management systems are all taken into consideration.
  3. Transition: In this lifecycle phase, the service is built, tested, and then put forth into production for the customer. Administrators can make any needed changes here, control assets, validate service, and prepare the necessary personnel for production.
  4. Operation: This stage delivers the service on a regular basis and monitors its successes and failures. Maintaining the service’s health includes restoration of systems after issues, assessing trends with repeated problems and finding their causes, and handling any routine requests from the end user.
  5. Continual Service Improvement (CSI): CSI provides a way for the IT staff to continually measure and improve the quality of their services, making sure technology is up to date and services are being managed properly overall.

ITIL Users

ITIL has been adopted by thousands of organisations worldwide, such as NASA, the UK National Health Service (NHS), HSBC bank and Disney™. ITIL is also supported by quality services from a wide range of providers including examination institutes, accredited training providers and consultancies, software and tool vendors and well known service providers such as IBM, Telefonica, HP and British telecom (BT).

A comprehensive qualifications scheme offering a variety of training courses and certifications has been developed against the guidance. This scheme can help organizations to effectively implement ITIL, achieving success by ensuring that employees have the relevant knowledge, skills and techniques, but most importantly, ensuring the entire organization is using a common language and are fully invested in the process.

ITIL Best Practices also underpin the foundations of ISO/IEC 20000 (previously BS15000), the International Service Management Standard for organisational certification and compliance. Organisations can therefore implement ITIL to achieve organisational certification.

For more information please contact Julie at juliem@mobiusnetworks.co.uk

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