Spearline Reaches Final of International Customer Experience Awards 2019

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Spearline was recently announced as a finalist in the Business Change or Transformation category in the International Customer Experience Awards 2019.

The awards recognise inspiring organisations who are delivering an outstanding customer experience across the world.

The award recognises that the foundation of Spearline is built on responding to a customer need for an innovative product that did not exist at the time to solve a frustrating and expensive problem in the telecommunications industry.

By listening and responding to customer pain points, Spearline developed an innovative solution to improve their customers’ experience.  A niche was identified in the telecommunications industry and, as a result, a monitoring platform was developed for toll, toll-free and premium-rate numbers globally.

The in-country number testing product allows multinationals to check if their numbers are working without having to be physically in a particular country. The impact is increased customer experience and communications leading to business growth.

The awards recognise Spearline’s unique story as the business was originally built in response to a customer requirement to test phone numbers in-country, with the finals and ceremony set to take place on 21st November 2019 in Amsterdam.

The unique story started a decade ago, when Spearline responded to an industry need and developed a monitoring platform for toll, toll-free and premium-rate numbers globally.

An in-country number testing product was developed to solve a frustrating and expensive problem in the telecommunications industry.

By listening and responding to customer pain points, Spearline developed an innovative solution to improve their customers’ experience.

The Spearline platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks.

Spearline has conducted millions of test calls worldwide, resulting in billions of data-points.

Key Benefits of Using the Spearline Platform

The proactive alerting and intelligence Spearline provides allows its customers to greatly reduce downtime and replicate and improve their customers’ experience.  Consequently, they can optimize communications leading to business growth.

As a result of the alerts Spearline issues, there is less impact on its customers’ workday or when there is an out-of-office issue.

Spearline’s customers have robust, solid data and reporting to take to their providers (telecoms carriers) to take the necessary action to improve and resolve issues.

Spearline notifies the client of any substandard audio quality on the line.  The primary objective is to give clinical, actionable evidence of fault to the carrier.

The company can then improve the quality of phone calls and customers can hold the suppliers to a higher quality standard, while also having the option of choosing the optimum carrier and review SLAs.

Allowing customers to schedule the test of multiple numbers at desired frequencies in different countries, Spearline helps identify in real-time if contact numbers are failing to connect or experiencing audio quality issues.

Spearline communicates trends to customers so that they can react before it becomes a widespread problem rather than allowing their customers to be network testers.

Today, Spearline helps its multinational customers worldwide to optimize their customers’ CX.  With a global network coverage and an international support service that operates 24/7/365, with the Spearline platform you don’t have to be in a country to know if your numbers are working.

Spearline can give you the crucial insights you need not only to proactively manage your network, but also to accelerate improvements in your customer experience.

Author: Robyn Coppell

Published On: 12th Sep 2019 - Last modified: 13th Sep 2019
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