Clearwire & gem
Dec 14, 2014
Clearwire & gem
Overview•Clearwire Overview
•Clearwire Decision to outsource
•Why gem?
•gem Overview
•Clearwire in gem
•gem Solutions
•gem Clearwire Partnership
•What next?
• Wireless Internet Service Provider• Markets in Unites States, Ireland, Belgium,
Spain, Poland, Germany and Romania• May 2008 – Merger with Sprint Nextel’s
– Investment from Comcast, Time Warner, Intel, Google, Bright House, Clearwire and Sprint
– Focus - WiMax
Overview of Clearwire
• In Europe– Ireland, Belgium, Poland, Germany, Romania,
Spain (Sevilla) – Non Line of Sight (NLOS) Expedience Network using Motorola Expedience System
– Spain (Madrid) – 4G WiMax Wireless– Spain (Sevilla) – conversion to WiMax in June
2010– Belgium – conversion to WiMax in Q4 2010
Overview of Clearwire
• WiMax– Worldwide Interoperability for Microwave
Access– Provides Wireless transmission of data– Up to 10Mbs broadband without cables– Based on IEEE 802.16 standard– Like Next generation WiFi
• Further Distances• Greater types of access
Overview of Clearwire
• Clearwire in 2008– 25K subscribers in Ireland– 15K subscribers in Belgium– Approximately 40 agents in Each country
across multiple departments• Review of Customer Care undertaken
– Decision to centralise and enhance skill sets• Outsourcing as the preferred option
Why Outsource?
• Review of Outsourcing companies undertaken• Considerations
– Size of Organisation– Experience– Level of service / Team– Location / Program Management– Calibre of Employees– Language variety (Native Speakers)
• gem ticked all the boxes
Why gem?
Clearwire & gem
Our Clients
24 Languages Supported
CantoneseCzechDanish
DutchEnglish
Finnish
FlemishFrenchGerman
HungarianItalian
JapaneseKorean
MandarinNorwegian
PolishPortuguese EU
Portuguese LTAMRussian
Spanish EUSpanish LTAM
SwedishSwiss German
Turkish
gem Services
gem Clearwire Timeline
ConsultationTraining
Relocation Recruitment
Apr 2008
Go-Live Customer Care
IE & BE
Jun-Jul 2008 Sept - Oct 2008 Feb – Mar 2009
Back Office & Process Review
Review of Refund &
Payment Queries
Outbound & Payment Reminder
Campaigns
Go-Live Account Services,
Logistics & Fulfilment
gem Clearwire Partnership
Business Challenges
Reduce cost per customer
Enhance the Customer Experience
Contact Reduction by 5% in Year 1
gem Solutions
gem Solutions
gem Solutions
•Transparency (Reporting Portal/NICE Access)
• Virtual Team
•Client Score Cards (Quarterly)
•Escalation Paths(Sponsor and Director Roles)
gem Clearwire Partnership“We have made Clearwire’s business our business.”
What next?Business
Improvement
Live Chat
Social Media Monitoring
Customer Experience
www.the-gem.com