M2M specialist Wireless Logic heralds in new era of customer service

Aug 12, 2015 • Features • M2M • IoT • Software and Apps • telematics • Customer Satisfaction and Expectations

M2M managed services provider Wireless Logic has achieved impressive annual growth of over 30% in the past eight years and in 2015 reached the landmark figure of over 2 million SIM subscriptions. Following a root-and-branch review of its customer service capabilities, expectations and experience, the company is now embarking on a major customer service enhancement programme to sure its delivers quality service right, first time.

With a customer base now exceeding 1,000 solution providers across Europe, the need for quality customer services has never been greater yet the sheer mass of business being processed meant the company has always been in catch-up mode in the drive for service excellence, acknowledges Director of Operations, Matthew Tate, who joined the company from Research in Motion 14 months ago.

To understand how the organisation was performing a group-wide audit was undertaken.

“We have been surprisingly good in our service delivery given the dynamics of the market and our make-up, but to ensure sustainability in excellence I wanted to look at ourselves in greater depth,” he explains. A group-wide audit was undertaken with Wireless Logic investing in a broad customer insight campaign that included customer interviews, mystery shopping and a review of operational platforms.

Wireless Logic is horizontally positioned and works with hundreds of vertical applications - these include asset and vehicle tracking, telematics, metering, security, electronic payment, m-healthcare and a range of enterprise solutions. All services operate across a single unified technology platform and are designed to meet the specific needs of connected assets within the global markets of M2M and the Internet of Things (IoT).

Continuous investment in technology has enabled Wireless Logic to provide an increasing range of value-added services which include specialist mapping solutions from Google and HERE, device management platforms and end-to-end security encryption services.

Implementing improvements

Achieving ISO 9001 has been a journey that has really explored every corner of our operational service and delivery.

The service implementation programme is already underway with a number of initiatives already in place, including certification to ISO 9001 Quality Management - vitally important to customers whose own quality programmes expect such standards, says Tate. “Achieving ISO 9001 has been a journey that has really explored every corner of our operational service and delivery. With this standard in place, there is a real spirit of confidence knowing that our processes have been scrutinised and passed fit for purpose.”

A new customer engagement and information platform from Zendesk has been introduced which is creating a new approach to how the organisation manages and interacts with customers. A root and branch change to staff training will see team members receive ongoing development and support across all facets of the business as it evolves to meet the needs of current and future users of its M2M services.

Zendesk has enabled Wireless Logic to integrate customer intelligence, dialogue and communication channels seamlessly – a major step towards delivering service excellence, says Tate.

With ambitious sales targets across the next three years, ensuring our own store is in order has been a major driver.

Further investment is being made across SIMPro, the company’s SIM management platform now used by over 95% of its solution provider customers. It now has a SIMPro easy-to-use cloud interface. Over the coming months, Wireless Logic plans to roll-out more self-service modules to empower customers to order, provision and manage entire SIM bases across multiple mobile networks, all in real-time.

“With ambitious sales targets across the next three years, ensuring our own store is in order has been a major driver as we progress through our first year with our new private equity partners CVC Capital Partners on board,” concludes Tate. “We have service front of mind in the operation which will mean more contented customers, an entirely better user journey, and an ability to continue our growth curve with assurance.”

Oliver Tucker, CEO and Co-founder, Wireless Logic said: “With the M2M and IoT market in its ascendancy, the sector has to tailor its services to be more responsive and flexible. Our own experiences across the UK and in Europe suggest that customers expect a ‘right first time, every time’ mind-set; there is little room for error. We are pleased with progress made so far as we reshape the way we work with customers, and will continue to analyse feedback as we aim for excellence across the group.”