Device management is the power behind a positive experience

sandra.decius
October 12, 2012
IN: Customer experience, Mobile networks
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This post is by Peter Kerekes from the Nokia Siemens Networks device management team.

When new smartphones like the Nokia Lumia series and iPhone 5 come on the market, device management is the hero of the moment for operators, who must manage a huge number and variety of smartphone models and other devices. Device management ensures that they can provide the same services across the whole range of devices, keep their customers happy, and make the most of the exploding demand for data services. They also need to provide device management functionalities that meet the stringent needs of their corporate customers. To support the ever growing range of devices, it’s vital for operators to have a proven device management solution and to partner with a vendor who has demonstrated that they can handle the load.

Nokia Siemens Networks ranks number 1 in device management

In its yearly reports, Analysys Mason takes a close look at the worldwide customer care and device management market and ranks providers according to their market shares. Their latest research report, which was published in August 2012, shows that Nokia Siemens Networks retained its number one ranking in device management for 2011.

As the market leader, Nokia Siemens Networks now holds a nearly 19% of the total market share, with a clear 6% lead over its closest rival. The Analysys Mason report also recognized Nokia Siemens Networks’ investment in mobile device management and its revenue growth, which is faster than the market average.

Last year Nokia Siemens Networks announced one of the world’s largest device management deals to deliver its Serve atOnce Device Management (SADM) software across Bharti Airtel affiliates in 16 African countries.

Nokia Siemens Networks’ commercial success is backed up by the scalability and flexibility of its device management architecture, which enables low integration and maintenance costs and can be delivered via the cloud. The business logic behind the solution supports effective operational changes, helping to keep CAPEX and OPEX low. The company’s device management portfolio is rounded out by a wide range of services such as customer care support. Based on automated, network event-based use cases, Nokia Siemens Networks’ device management provides proactive care for more than 7000 device types.

Device management is part of the company’s Customer Experience Management (CEM) portfolio. CEM is about generating insights into customers’ experiences and preferences based on the existing data in the operator’s network and IT systems, and using these insights to take actions that result in a better customer experience and business outcome.

Device management plays a key role specifically in handling these actions. Nokia Siemens Networks offers a unique range of network integration options to support use cases such as automated correction of mobile phone settings. This helps operators avoid revenue leaks and meet expectations from high-value subscribers for high quality. So being part of the CEM portfolio adds a unique dimension by allowing use cases that go beyond the traditional device management and open up new opportunities for this business segment.

For more information about Nokia Siemens Networks’ device management offering, follow this link.
For further information on the Analysys Mason report “Customer care systems: worldwide market shares 2011” (August 2012), please contact them here.