MVNO TAG Mobile Turns to Tweakker for Lifeline Customer Cloud Support

US Government sponsored MVNO aims to cut $1 million out of operational costs each year through Tweakker connectivity services and care guide manuals.

Crawley, UK, 11 February, 2016: Tweakker announced today that it has won a contract from Dallas-based  mobile virtual network operator (MVNO) Tag Mobile to provide cloud customer care services for the USA Government’s Lifeline Assistance Program.

By reducing call handling time at Tag’s customer service centers by leveraging Tweakker’s connectivity services, we expect to cut more than $1 million each year out of operational costs and provide better customer experience at the same time,” says Tag Mobile’s COO, Esau Neri. “No other connectivity and care support provider comes close.

– Esau Neri, COO, TAG Mobile

The contract was won through a Tweakker program jointly set up last year with Prepaid Wireless Wholesale (PWW), North America’s largest mobile virtual network enabler /aggregator (MVNE/MVNA) to offer Tweakker’s device intelligence cloud services to US MVNOs.

The latest development from this program enables Tag Mobile to embed Tweakker’ customer care Device Guides on its website with a link to Tweakker’s cloud. After training provided by Tweakker, Tag’s customer service teams will be able to automate Over-the-Air (OTA) network access point name (APN) settings to get new users on-boarded in a handful of seconds or to send step-by-step setup guides over SMS to users with a handset that doesn’t support automatic OTA configuration.

The TAG Mobile Lifeline Assistance Program is a US government-assisted free cell phone service that provides discounted cell phone services to eligible low-income families and individuals. Lifeline Services discounts are offered to qualified customers who meet certain eligibility requirements such as government assistance or have a household income at or below 135% of the federal poverty level. Customers get benefits of free minutes and free texts every month.

Tweakker’s head of sales and marketing, Magnus Petersen comments: “More than 70 MVNOs in mature and fast-emerging mobile markets now use Tweakker’s cloud solutions each day to improve the customer onboarding process and customer care. Tag Mobile’s customer care teams in 19 States will now be able to deliver subscribers the ultimate customer joining experience.”
Tweakker’s cloud-based Device Guides enable mobile virtual network operators (MVNOs) to provide end-users flexible self-care and high-quality customer care experience with radically reduced customer care costs. Through its market-leading device intelligence library and versatile APN Setup, Tweakker provides MVNOs fast and seamless zero-touch onboarding for new subscribers ensuring rapid revenue uptake. By connecting with Mobilethink’s device library, MVNOs can tap into the world’s richest and most accurate device capability data, with over 150 data points per device, to enrich their subscriber insight for marketing and business decision purposes.