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Arantech’s touchpoint™ Customer Experience Management System selected by Singapore’s M1


Innovative operator becomes first SE Asian MNO to adopt CEM

Dublin, Ireland – 24 April, 2008 – Pioneer in telecoms Customer Experience Management (CEM), Arantech, has received an order from Singapore mobile operator, M1, for the implementation of Arantech’s touchpoint™ CEM solution. The Arantech system will be commercially operational on the M1 network by the middle of this year, making M1 the first SE Asian mobile network operator (MNO) to establish a CEM solution as a key, revenue-generating business process on its network

Initially, touchpoint will be used to monitor the end-user experiences of subscribers as they make use of M1’s data services across the 2.5G/3G and HSDPA networks.
Extensive stakeholder evaluations were undertaken by M1 before deciding to adopt the touchpoint CEM solution, which it believes will make a significant and positive difference to its customer-centric strategy, operations and revenues.

M1 operates in the highly competitive Singapore market and provides high-speed mobile voice and data services, as well as an HSPDA enabled mobile Broadband service, which enables extra fast mobile web access for its subscribers. The operator is a pioneer of mobile innovation and has adopted this strategy in order to differentiate itself from the competition.

CEO OF M1, Neil Montefiore, said:, “M1 wishes to proactively identify customer issues, which will now be possible in near real time using the Arantech system, helping us to further establish ourselves as an innovative and customer-centric operator in our service offerings and customer care.

“A major benefit of the touchpoint system is that it enables us to respond to such issues in an appropriate and timely manner, thus ensuring that our customers enjoy our range of innovative services at the optimum level,” Montefiore added.

Brendan McDonagh, Arantech CEO, added, “This is the first win for Arantech in SE Asia and we are delighted to be working with such a pioneering and innovative operator in the region. Using touchpoint, M1 will now be able to fully understand the needs and issues of each customer, thus significantly differentiating itself within the Singapore marketplace. Touchpoint will ensure that M1 can provide a best-in-class, real-time customer-centric service support capability to all its subscribers, whoever they are. This, coupled with the revenue-generating and churn-reduction potential that touchpoint brings with it, will enable M1 to fully reap the benefits of a customer-centric strategy. We look forward to embarking on this new partnership with M1,” McDonagh concluded.

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Notes for editors
About CEM and touchpoint
Founded in 1999, Arantech is the premier provider of Customer Experience Management (CEM) systems to communications service providers worldwide.
Arantech’s CEM solution radically transforms not only the way that operators service their customers but also the way their internal organisation responds to customer needs. This has made touchpoint™ both a catalyst for cultural change and a transformational force for its customers in terms of revenue and operational practice issues or network issues.
Arantech has defined CEM as the ability to proactively monitor and manage, in real time, the lifecycle experience of every customer that comes into contact with the business and operational platforms of a communications provider. CEM manages the experience of an entire brand offering, monitoring customers at every point where they touch the business.
touchpoint is Arantech’s CEM solution that delivers actionable business and technical options that enable mobile operators to proactively monitor and manage customers, providing a 360-degree view of all customers, all the time, in real time, over any network or device, 24x7.
touchpoint provides a simple proactive approach to first-line customer management and selling, supporting any network, service or device type, through its touchpoint 360-degree desktop portal. It also enables tight integration, via APIs, to other BSS and OSS systems like customer care, service management and performance management, providing these systems with a high level of customer-centric capability.
Arantech is the customer experience management specialist within the wireless industry, and is actively broadening its reach into other channels of digital service delivery, such as fixed-line broadband and mobile convergence.

About Arantech –
Headquartered in Dublin, Ireland, Arantech supplies its touchpoint solution and a range of CEM consultancy services to help customers derive maximum benefit from their existing network, customer and service management systems. Arantech customers include mobile operators from four largest mobile operator groups in the world, serving in excess of 140 million mobile subscribers. The company has offices in Australia, Italy, Japan, Spain, the UK, the USA and Singapore.

About M1 -
M1, Singapore’s most exciting and innovative mobile and IDD service provider, was launched in April 1997. Since then, it has made significant inroads into the local mobile communications market, gaining considerable brand presence and market share. M1 aims to be the leader in personal voice, business and data communications, focusing on value, quality and customer service.

For more information, contact:
Annette Rochford
Marketing Manager
Tel: +353 1 210 0100

For M1 media enquiries, contact:
Chua Swee Kiat
General Manager,
M1 Corporate Communications
Tel: +65 68951060


 Arantech and M1
 M1 selects Aranetch CEM
 Customer Experience
 M1 selects touchpoint

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