An Introduction to Wireless Informatics - A new success driver for the mobile market

12th February 2007

As mobile device and service complexity proliferates, so too does the demand on mobile organizations to deliver effective, comprehensive and efficient customer services. Despite this, many organizations are feeling profitability strain under the mounting volume of customer service issues that accompany technological innovation.

While the mobile industry struggles to balance innovation with profitability the mobile user experience is often tarnished in the process. Mobile users face increasing frustration as resellers and customer service departments provide diminishing levels of expertise and advice to support the latest industry developments.

In this customer service battleground, operators and manufacturers often fall victim to lost revenues and customer churn as consumers struggle in vain to find a supportive brand and enjoy a fulfilling mobile ownership experience. Unfortunately, as the situation develops, many mobile organizations will look to OPEX cuts to improve profitability. These will often take the form of diminishing levels of service, reduced support capacity or off-shoring; all of which are seriously damaging to the user experience.

Wireless Informatics provides a refreshing approach to this paradigm, enabling mobile organizations to harness the power of knowledge to deliver a rich mobile experience to the customer. However, unlike other customer service enhancing philosophies, Wireless Informatics delivers on this promise while reducing customer support costs and driving new revenues through service adoption.

Wireless Informatics is the practice of collating, validating and disseminating knowledge, best practices and experiences throughout the mobile value chain to deliver the ultimate mobile user experience.

The practice of Wireless Informatics requires co-ordination, commitment and focus from a variety of key internal and external specialist resources. In essence, any organization that touches on the development, launch, sale, and support of mobile devices and services has a role to play in delivering upon the ideal. The flow of information within this Wireless Informatics ‘eco-system’ should not be circumscribed, typically necessitating the establishment of work-flow processes and communications between previously independent individuals, departments, partners and vendors.

A robust wireless informatics ecosystem will comprise a rich combination of people, processes and technologies, combining to deliver upon the common goal of enhancing the user experience. While these architectural components provide the essential backbone for the deployment implementation of Wireless Informatics, it is the pertinence and integrity of the trafficked knowledge that will determine its success.

Every potential customer service issue, whether handled prior to, or following, the launch of a product or service is matched with a corresponding piece of specialist knowledge. Wireless Informatics provides the basis for seamlessly bringing these two elements together, preferably without the customer ever noticing the requirement.

This paper provides a quick overview for mobile Operators and Manufacturers looking to gain an introduction to the principles of Wireless Informatics.

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