This paper discusses the findings of a research study conducted by telecom consultants Northstream, the purpose of which was to determine the potential gains Western European Operators could realize through the deployment of Real Time Self Service (RTSS).
The Business Benefits Model subsequently formulated by Northstream derived this conclusion: Western European operators, in just one year, could potentially realize around €4.7 Billion through advanced RTSS solutions. The operational benefits of RTSS are two fold” they can be realized via service revenues through increased usage of data services and higher data ARPU, and via OPEX savings from reduced customer care costs.
The study highlighted that Mobile Network Operators (MNOs) focus almost exclusively on OPEX savings when judging investments in RTSS. This is because OPEX savings are tangible, measurable and, in comparison to revenue generation, easier to forecast.