TL;DR

  • One in five customers face device issues yearly; capturing customer mobile device intelligence โ€” namely diagnostics โ€” helps operators turn those moments into loyalty wins.
  • Real-time diagnostics, IMEI and model data empower self-service, reduce churn and open up upsell opportunities.
  • Mobile operators can drive revenue, boost retention, and cut support costs by integrating smart, on-device support journeys.

For years, mobile network operators (MNOs and MVNOs alike) have poured resources into building out or securing network coverage and stronger billing systems โ€“ all with one goal: to win and retain customers. And while those efforts matter, thereโ€™s a third leg of the customer relationship that remains ripe for transformation: the device experience.

The mobile device is where the customer relationship truly plays out. And increasingly, that relationship is being tugged in different directions by OEMs, retailers and competing mobile operators. Whoever controls the device experience stands to gain more revenue and sway customer loyalty.

And yet, despite all the competition, thereโ€™s still a gap in how operators leverage the mobile device to influence the customer experience. That gap starts with one key factor: device intelligence.

The trouble with device issues

Every year, about one in five customers encounters a device issue. It might be performance- related, battery problems or something else. And for many, thatโ€™s the moment they may start to consider switching providers โ€“ especially if the experience of getting help is frustrating or worse, unresolved.

In fact, 80 percent of consumers indicated they rely on their mobile provider, or at least partly, to support them with their device issues. This is a crucial moment. If the support experience goes well, it reinforces the customerโ€™s confidence in their provider. If not, it opens the door to churn.

This is where operators having intelligence on a customerโ€™s device can make all the difference.

What is mobile device intelligence and why does it matter?

To help a customer with a device issue, operators first need to know what theyโ€™re working with. That means understanding the device inside and out. We call this “device intelligence,” and it hinges on three key data points:

Diagnostics, in particular, are central. If an operator knows how a device is performing, they can guide the customer to the right outcome โ€“ whether thatโ€™s a self-service resolution, escalating to customer support with a quick resolution or offering a trade-in to upgrade the device and renew.

But for this to work seamlessly, this intelligence canโ€™t just live in retail stores or customer support scripts. It needs to live on the device itself, in the customerโ€™s hand, where it can be accessed instantly.

Empowering the customerโ€ฆ and the operator

With on-device intelligence, customers gain the ability to troubleshoot issues on their own without needing to call support or visit a store. This not only boosts satisfaction but also reduces pressure on support resources. Meanwhile, operators also find new ways to engage. They can use real-time device data to recognize when a phone is underperforming or outdated and then prompt relevant offers, like a discounted upgrade, trade-in or a value-added service. This shifts the interaction from reactive problem-solving to proactive engagement, creating value for both sides.

Unlocking strategic value with smarter journeys

On-device intelligence doesn’t just improve the support experience, it transforms it into a launchpad for growth, retention, and operational efficiency. For example, operators can use diagnostic and IMEI data to tailor offers that are timely and relevant, turning a routine issue into a revenue opportunity. When device health is declining and the customer has owned their phone for a while, itโ€™s the ideal moment to suggest a trade-in and plan renewal, helping retain that customer before they start exploring competitors. And by enabling customers to resolve issues themselves, operators see fewer calls to the contact center, saving costs and freeing up agents for more complex tasks.

In short, on-device intelligence turns an everyday pain point into a powerful lever for improving the customer relationship and driving business impact. For MVNOs navigating a crowded market, this could be the competitive edge that makes the difference. Learn more about MCE’s diagnostics solutions for device troubleshooting/care.