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In 2016 Northstream Telecom Consultants conducted a research study - the purpose of which was to determine the potential gains Western European Operators could realize through the deployment of what it calls Real-time Self-Service(RTSS). That is the ability for customers to have a superior customer experience by interacting via an App on their smartphones with a digitally mature service provider in near real time.
Northstream’s conclusion was that business benefits of €4.7 Billion could be realized per year across Western European operators through advanced Real Time Self Service applications.
The operational benefits come from two areas;
1. Increased usage of data services and low cost sales of new offers resulting in higher data ARPU,
2. OPEX savings from reduced customer care costs.
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