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What Was Needed
Carrier XYZ was in need of a tool to expand the knowledge of products and services to drive revenue through various business channels including:

• Consumer Sales
• Customer Service
• Consumer Direct

The goal was to ensure these three groups shared consistent, unified product information in an immediate, intuitive manner.  The thinking was that if all three groups referred to consumer, service and sales requests in the same manner, efficiency and potential ARPU would increase. 

What Was Delivered
MAXX built a next generation “education tool” system empowering all channels with the knowledge required to effectively discuss and convey key features of handsets to consumers.  Product knowledge is currently distributed across all three organizations using the tool’s primary interface – a handset based WAP interface which uses instant device recognition to deliver unique, relevant information to every handset.  Additionally, every interface is mirrored to the web for consistency and availability. 

The tool featured:

• WAP Interfaces
• Web-based Administration layer
• Handset Detection
• Dynamic Delivery of all user interface elements
• Up-sell Core Strategic products
• Integration with Storefront for dynamic purchases
• Real-Time Reporting Capabilities
• Detailed Metrics ~ handset type, browser type, carrier, data usage, page clicks, etc.

Many of these items were customized for each business group according to their workflow and unique needs.

How It Was Delivered

1. MAXX designed, developed and implemented the overall program to work efficiently across the three channels.
2. MAXX QA processes ensured quick and accurate delivery of a user-friendly customer facing and internal administrator UI.
3. MAXX  Connect platform delivered a real-time interactive WAP and web experience based on the carrier specifications.
1. Each handset is analyzed in real-time
2. WAP Interface was based on the user’s unique handset parameters, such as screen resolution, image formats, and multimedia capabilities.
3. Stored product data is attached to each handset profile and content is injected dynamically.
4. Dynamic injection of marketing and up-sell information based on device (Consumer)
5. Integration with enterprise data for access privileges (Sales and Customer Service)
6. Integration with rewards programs
4. MAXX dynamically integrated web and WAP interactions for real-time change management and delivery across all channels.
5. MAXX worked effectively within a large carrier organization to develop separate real-time reporting.
6. MAXX delivered the application on-time, under budget and with high praise through the organization.

Results:

1. Increased sales volume
2. Increased product competency
3. Lower customer service costs
4. Lower training costs
5. Faster training processes
6. More accountability for product knowledge
7. Less management for new product releases
8. All salespeople now become certified through this application
9. All Customer Service representatives now use this application for wireless and handset training, general knowledge and reporting
10. The application is now pre-loaded on all high-end consumer and business devices.