SIM 5000: Mobile Resource Management
Application Note
Document 80-36-00594
2/5/07, Rev. 1.0
2
© 2007 SanDisk Corporation
CUSTOMER
CARE
Not all interactions between MNOs and customers require online human intervention. In fact, many
customer care requests typically encountered by operator agents and customer service representatives
(CSRs) can be effectively handled offline, thereby significantly lowering MNO operating expenditures. By
combining a self-service, customer care application developed by SNAPin with the SIM 5000, MNOs can
intelligently analyze customer activity and predict problems prior to help requests. Consequently, users are
empowered to easily address handset and service issues quickly and efficiently. For example, recognizing
that half of all customer service inquiries relate to account information, SNAPin’s SelfService Care
automatically intercepts calls to the MNO’s customer support number and accesses usage, billing and
balance information from existing interfaces; the account information is then presented to the subscriber
using the MNO’s branding and messaging. The application can deliver automated troubleshooting and
corrects problems as they occur—in many cases, problems are corrected even before a subscriber notices
that any problems have occurred. By significantly reducing the number of calls reaching CSRs, this
brandable and OTA-updateable self-service application lowers operating expenses while creating an
enhanced user experience.
WHY
SIM
5000
?
•
New services, business models and revenue streams
•
Always in, always available
•
Agent distribution channel to all handsets
•
Unlimited storage for collecting and retaining large amounts of data
•
Network freed from constant SMS traffic
•
Secured data storage and transmission
•
Enabler of complex service assurance application development
SIM
5000
.
SIM
CARDS
MADE
SMARTER
Combining state-of-the-art, 1GB flash-memory technology, independent processing power and advanced
cryptographic features, SIM 5000 cards provide secure storage for content and applications within the
familiar SIM card form factor.
Summary of Contents for SIM 5000
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