With one-third of customers needing device support over a two-year period, telcos face a significant challenge. Each device care interaction represents a potential churn point, as customer satisfaction begins to decline the moment issues arise. However, many telcos take a reactive approach, addressing problems only after they escalate. By then, customer frustration has already set in, leaving operators to not only resolve the issue but also work to rebuild trust.

This reactive approach leads to higher customer dissatisfaction and an increased risk of churn. And when issues arenโ€™t addressed proactively, customers lose trust in their provider. Worse, the opportunity to monetize these interactions is lost.

Without a proactive strategy, telcos risk falling behind in device care. Addressing issues early helps rebuild trust, improve customer satisfaction and create new revenue opportunities.

One effective solution is proactive device health checks โ€“ efforts by the telco to prompt customers to run a health check before device issues occur, allowing problems to be identified and resolved early before a point of churn risk increases.

For proactive health checks to be effective, they need to be part of a seamless, omnichannel strategy. Customers should be able to switch easily between digital and in-store experiences as their journey shifts settings.

Furthermore, proactive checks should be timed strategically within the device lifecycle, using customer data and device insights to determine the optimal moment to trigger an alert. This not only helps address performance issues early but also creates opportunities to upsell upgrades, trade-ins, or accessories when customers are most likely to benefit.

Proactive device care, anchored by regular health checks, offers telcos a transformative approach to customer engagement and device care management. By addressing care issues early, telcos can see the following benefits:

  • Improved customer loyalty: Proactive, omnichannel solutions make a measurable difference in customer satisfaction. Three-quarters of US customers say their opinion of their mobile operator would improve if digitally-assisted retail and care solutions were offered.
  • Increased revenue opportunities: Health checks help identify opportunities for upselling value-added services or insurance (where opportunistic) or even offering trade-ins or upgrades, turning device care into a revenue generator. Furthermore, customers who receive tailored recommendations for upgrades or accessories are more likely to respond positively, boosting NPS by 6 points.
  • Streamlined operations and cost savings: Resolving issues early helps reduce operational costs by preventing more complex and time-consuming device care inquiries from reaching retail stores or call centers.

Proactive device health checks are more than a service โ€“ theyโ€™re a strategic advantage. MCE empowers telcos to unlock the full potential of proactive device care by providing the tools to implement health check programs, driven by its digital device lifecycle management (dDLM) platform for digitization of customer journeys and a seamless omnichannel experience. With AI-driven capability to identify and engage the right customers in a timely manner, MCE helps telcos address issues early, improve customer satisfaction and drive increased monetization opportunities.