Wolfgang Sixl, VP Strategy, Analytics & Client Solutions, MCE Systems, believes that device-related customer journeys are a critical yet often underutilized opportunity for MVNOs. Through MCE’s digital-first platform, operators can optimize these journeys, improve customer experience, and generate new revenue streams.
A Global Leader in Device Management
MCE has implemented over 100 solutions globally, serving 400 million devices concurrently, and has received multiple industry awards for both its technology and the differentiated customer experiences they’ve delivered. “Device-related journeys become more and more important as the device is the center of customers’ mobile life,” Wolfgang explained, “so to gain a competitive edge, mobile operators need to own their experience and processes associated with it that they can influence.”
Transforming Device Journeys
Device-related journeys are often complex, spanning trade-ins, device troubleshooting, insurance upsell, and warranty claims – and often even involve multiple channels. Traditionally, these processes are manual, subjective and fragmented, leading to customer frustration, higher cost to operate (from frictions and escalations) and missed upsell opportunities. MCE addresses these challenges by digitizing these journeys, augmenting and personalizing them through AI and enabling better self-service.
“Our platform allows operators to optimize these journeys to improve customer satisfaction and reduce cost while driving revenue generation,” Wolfgang said. The solution uses advanced, app-first device diagnostics tools to recognize the device, assess the device, and identify the best outcome for a customer in any given situation – i.e. a repair, trade-in or a contextual offer, delivering insights directly to customers and operators alike. This can be easily delivered in the MyMVNO app with MCE’s platform integrated via SDK.
Key Features and Differentiators
- Automatic Device Recognition: Captures the exact device information for accurate diagnostics and fraud prevention.
- Comprehensive Testing Suite: Includes over 100 tests covering software, hardware, and interactive AI-led assessments.
- Next-Best-Action Engine: Suggests solutions, alternatives, or commercial offers to maximize customer value.
These capabilities create opportunities for cross-sell and upsell. By grading device condition remotely, operators can offer personalized, high-CLV (customer lifetime value) promotions around specific products like insurance or trade-ins at the optimal moment during the device lifecycle, reducing financial risk and enhancing customer satisfaction.
Measurable Business Impact
Wolfgang highlighted five key outcomes for MVNOs adopting MCE’s platform:
- Revenue Growth: Upsell and cross-sell existing services, especially in device insurance while also expanding new revenue opportunities such as anytime open enrollment or BYOD insurance.
- Reduced Cost to Serve: Self-service tools can deflect more than 30% of support calls.
- Customer Loyalty: Instant resolution of device issues reduces the risk of churn through extension of the device’s life.
- Care-to-Commerce Conversion: Transforming support interactions into monetizable opportunities.
- Enhanced CRM Insights: Device intelligence informs CLV and personalized offers – at the right time.
Turning Device Care into Competitive Advantage
“Device-related issues are not just challenges – they are opportunities to create value, expand revenue and differentiate your MVNO,” Wolfgang concluded. MCE’s platform equips operators to deliver seamless, intelligent, and profitable device journeys, providing a ready-to-go solution for MVNOs seeking to innovate from day one.
