Launched by KLM on February 3, Meet & Seat has become a popular option for air travelers. It is now available on 34 of KLM’s intercontinental routes. The service has been well received by passengers and covered extensively in the media, recognized for its innovative approach in integrating social media in the airline business.

According to Rob Zwerink, Director of E-Development at KLM, the airline chose to work with MobileAware on the project because it knew MobileAware would not only accelerate Meet & Seat’s time to market, but would also deliver a high-quality customer experience that could easily integrate with existing systems.  “Once we had the idea for Meet & Seat, we were eager to get it to market as quickly as possible,” Zwerink.  “We considered several approaches to making this idea a reality. We soon realized MobileAware had the background, expertise and tools to develop the service.  MobileAware helped us to launch Meet & Seat to market within 4 months. And our passengers love it!” MobileAware also provides AirFrance-KLM’s mobile website, allowing passengers to easily manage their travel needs from any mobile device, including booking tickets, checking in, and managing their Flying Blue accounts.

MobileAware CEO Armin Gebauer noted that KLM is far ahead of its peers when it comes to leveraging technology. “No other airline is doing anything like this right now,” said Gebauer. “Meet & Seat is a perfect example of combining social media and technology to create explosive new opportunities.  We believe that there is tremendous potential for benefit to the customer, and we look forward to exploring new areas in which technology and mobile can transform the way business is done.”

To learn more about KLM’s Meet & Seat service, visit http://www.klm.com/travel/us_en/prepare_for_travel/on_board/Your_seat_on_board/meet_and_seat.htm.

By Afjal A. Wahidi

Are you the type to never turn off your mobile phone? I am, unless I run out of battery, at which point I frantically look for a charger.

Everywhere you look someone is punching away on his or her smartphone or tablet. The mobile device has become a part of us. It connects us to the world, informs us about what’s happening, and engages us in countless activities almost anywhere. Even better, the mobile experience can be completely personalized. No wonder people have a hard time turning them off.

As a result, businesses are quickly realizing the value of tapping into their customer bases via mobile. Today, there are apps for almost everything.  However, having just a mobile application alone is not enough. The application must be relevant and give users what they want, how they want it, and when they want it. To deliver a quality mobile experience that informs, engages, nurtures, converts, and retains users, businesses must track their users (Figure 1).  Understanding how users behave within these applications and why is a must for delivering a rich user experience and identifying new paths for growth and revenue generation.

Figure 1: Quality Mobile Experience

This is where mobile analytics comes in.  Mobile analytics is essential to understanding mobile customers.  Since the mobile device is unique to the user, the interactions that happen on the application can say a lot about its owner (assuming the user gives permission to access the data). Businesses can answer questions like:

• Are users finding and using the mobile application as intended?
• How engaged and loyal are users?
• Are users converting into customers?

A deep dive into the data can lead to more questions and answers.  Skillfully extracting this information allows businesses to continuously optimize their mobile strategy and marketing programs to better target and retain customers. Those who are harnessing the power of mobile analytics are truly discovering their customer’s wants and needs.

A case in study:

A large Mobile Network Operator wanted to target a segment of its mobile users with a new mobile product offering. Before deploying a full-scale launch, the MNO planned to test how users would engage with the product, and subsequently make quick iterative changes to enhance the user experience. High-level launch details were as follows:

• The launch, lasting four weeks, targeted a total user base in the tens of thousands.
• Every week, four different SMS messages with a clickable link were sent.
• Each SMS was sent to a segment of the user base, inviting them to use the mobile application.
• A/B tests were performed for the SMS messages and the application UI.
• Users then performed a series of defined activities that categorized them as active users. This validated the effectiveness of the mobile application.

Through mobile analytics, every step of the launch can be tracked and measured to provide meaningful insights.

Marketing Strategy: Marketing campaigns can be tracked to determine which programs are the most effective in attracting users to the application. By looking at click-through rate (CTR) metrics, traffic sources, and performing A/B tests, managers can see what marketing initiatives are working. This information can be used to make quick, cost-effective changes during the launch and develop better-targeted programs that are unique to the user base.

Application Design & Functionality: A developer’s goal is to provide a rich user experience that promotes engagement. Several metrics can be used to determine which parts of the application need improvement.  By tracking user journeys, seeing where users are abandoning the application, and analyzing user feedback, developers can make quick changes to optimize the look and functionality of the application.

Content Effectiveness: In addition to the application design & functionality, featuring relevant content is essential to retaining customers and increasing loyalty. Tracking how users are behaving with the content allows businesses to determine what users like and don’t like, and then take action quickly.

All these uses of mobile analytics come together to increase the application’s ROI. With so many mobile applications competing to provide similar services, application developers must rapidly provide a mobile experience that turn users into loyal customers—ultimately delivering a personalized experience by understanding what users want. Through mobile analytics, businesses can do just that.

May 4, 2012

“Canada’s phone giant, TELUS, has gone live with MobileAware‘s mCare solution. MobileAware is a builder of optimized customer-engagement channels.

TELUS partnered with MobileAware to implement a mobile self-care platform which adapts to a wide variety of devices and service capabilities. The companies say customers can now easily and efficiently manage their accounts on their mobile devices, including viewing current usage, viewing and paying bills, adding or editing services, and topping up prepaid balances and airtime.

‘MobileAware’s self-care solution is completely aligned with our top priority: putting customers first,’ said Carol Borghesi, SVP, Customers First Culture, TELUS. ‘The mCare platform has enabled us to make device self-serve an option for all of our customers.’

MobileAware says its self-care solution empowers customers to manage their account activity via their mobile devices and helps to reduce customer-care costs for mobile network operators while allowing customers to administer their accounts at their convenience.

‘Our ability to rapidly and efficiently deploy mCare makes our approach compelling to operators looking for improved customer care and happier customers,’ said Armin Gebauer, CEO of MobileAware.”

Click here to read article

“MobileAware’s Self-Care solution is completely aligned with our top priority: Putting Customers First.  The mCare platform has enabled us to make device self-serve an option for all of our customers,” said Carol Borghesi, Senior Vice President, Customers First Culture, TELUS.

By empowering customers to manage their account activity via their mobile devices, MobileAware’s Self-Care solution helps to reduce customer care costs for mobile network operators while allowing customers to administer their accounts at their convenience.

“Our ability to rapidly and efficiently deploy mCare makes our approach compelling to operators looking for improved customer care and happier customers,” said Armin Gebauer, CEO of MobileAware.  “TELUS has always implemented a cutting-edge business strategy, and our partnership represents their commitment to their customers.”

About TELUS
TELUS is a leading national telecommunications company in Canada, with $10.4 billion of annual revenue and 12.7 million customer connections including 7.3 million wireless subscribers, 3.6 million wireline network access lines and 1.3 million Internet subscribers and more than 500,000 TELUS TV customers. Led since 2000 by President and CEO, Darren Entwistle, TELUS provides a wide range of communications products and services including wireless, data, Internet protocol (IP), voice, television, entertainment and video.

In support of our philosophy to give where we live, TELUS, our team members and retirees have contributed more than $260 million to charitable and not-for-profit organizations and volunteered 4.2 million hours of service to local communities since 2000. Eleven TELUS Community Boards across Canada lead TELUS’ local philanthropic initiatives. TELUS was honoured to be named the most outstanding philanthropic corporation globally for 2010 by the Association of Fundraising Professionals, becoming the first Canadian company to receive this prestigious international recognition.

For more information about TELUS, please visit www.telus.com.

About MobileAware
MobileAware helps mobile network operators enhance the customer experience by building exceptional mobile engagement channels. The company’s innovative solutions enable operators to rapidly build and launch a mobile presence that is accessible from any device.  In this way, MobileAware lowers the cost of providing excellent customer service while creating major new revenue streams. Many of the world’s largest operators, including Orange, T-Mobile, TELUS and Vodafone, have relied on MobileAware to help them transition to a Mobile First strategy.

Press Contact:
Shelby Geyer
shelby.geyer@mobileaware.com
617-986-5060

The Red Herring editorial team selected the most innovative companies from a pool of hundreds across Europe. The nominees are evaluated on both quantitative and qualitative criteria, such as financial performance, technology innovation, quality of management, execution of strategy, and integration into their respective industries.

This unique assessment of potential is complemented by a review of the actual track record and standing of a company, which allows Red Herring to see past the “buzz” and make the list a valuable instrument for discovering and advocating the greatest business opportunities in the industry.

“This year was very rewarding,” said Alex Vieux, publisher and CEO of Red Herring. “The global economic situation has abated and there are many great companies producing really innovative and amazing products. We had a very difficult time narrowing the pool and selecting the finalists. MobileAware shows great promise and therefore deserves to be among the Finalists. Now we’re faced with the difficult task of selecting the Top 100 winners of Red Herring Europe. We know that the 2012 crop will grow into some amazing companies that are sure to make an impact.”

Finalists for the 2012 edition of the Red Herring 100 Europe award are selected based upon their technological innovation, management strength, market size, investor record, customer acquisition, and financial health. During the several months leading up to the announcement, hundreds of companies in the telecommunications, security, Web 2.0, software, hardware, biotech, mobile and other industries completed their submissions to qualify for the award.

“This is a tremendous honor,” said MobileAware CEO Armin Gebauer. “What we love about this award is that it’s not simply about revenue growth, but also accounts for all the intangibles that make a company great. We’re thrilled that Red Herring sees all the potential of MobileAware.”

The Finalists are invited to present their winning strategies at the Red Herring Europe Forum in Amsterdam, April 23-25, 2012. The Top 100 winners will be announced at a special awards ceremony the evening of April 25 at the event.

About MobileAware
MobileAware helps mobile network operators enhance the customer experience by building exceptional mobile engagement channels.  The company’s innovative solutions enable operators to rapidly build and launch a mobile presence that is accessible from any device.  In this way, MobileAware lowers the cost of providing excellent customer service while creating major new revenue streams. Many of the world’s largest operators, including Orange, T-Mobile, TELUS and Vodafone, have relied on MobileAware to help them transition to a Mobile First strategy.

Since its establishment in 1991, Asset Technology has delivered software solutions that solve real business challenges through world-class methodologies, including Enterprise Content Management, Enterprise portals and collaboration solutions, Business Process Automation, and implementation and consultation services. Recognizing that key customers such as Vodafone Egypt, ETISALAT, Mobinil, STC, Mobily, Du, QTEL and other telecoms in the MENA region are eager to offer their customers an optimized mobile channel, Asset Technology executives sought to resell mobile Self-Care and mobile commerce solutions that are accessible via any mobile device. The company’s research quickly led it to MobileAware.

Asset Technology VP, Products & Services, Tamer Mostafa noted that his team thoroughly researched many options before deciding to partner with MobileAware. “MobileAware offers not only a rock-solid technology platform, but also brings deep experience in both mobile applications and telecom networks,” said Mostafa. “The team is highly capable, and they’ve demonstrated their commitment to broadening their customer base in the Middle East and Northern Africa. We’re very excited to be bringing this unique solution to our customer base.”

“Mobile channel creation and optimization has become an essential element of telecom operators’ business,” noted Armin Gebauer, CEO of MobileAware. “We believe that partnering with Asset Technology Group, one of the strongest systems integrators focused on telecom customers, is the fastest way to get us in front of a broad range of potential clients. Our success rate once introduced to these customers is extremely high. We’re excited to dive deeper into this area of the world with Asset Technology.”

MobileAware is currently exploring similar partnerships with other systems integrators around the world, and anticipates announcing additional relationships in the coming months.

About MobileAware
MobileAware helps mobile network operators enhance the customer experience by building exceptional mobile engagement channels.  The company’s innovative solutions enable operators to rapidly build and launch a mobile presence that is accessible from any device.  In this way, MobileAware lowers the cost of providing excellent customer service while creating major new revenue streams. Many of the world’s largest operators, including Orange, T-Mobile, TELUS and Vodafone, have relied on MobileAware to help them transition to a Mobile First strategy.

About ASSET
Founded in 1991 and headquartered in Dubai, ASSET is widely recognized in the Middle East as a leading products & solutions provider for enterprise content management, document management, business process management and e-business technologies. With over 250 enterprise customers throughout the Middle East and North Africa, ASSET empowers executives to make more accurate and reliable business decisions by providing world-class enterprise solutions such as intranet and internet portals, company performance dashboards, and document and content management products and services.

ASSET products deliver secure and timely access to the necessary information, smooth collaboration between teams, automated business process management and delivery of interactive services to the organization’s customer/partners via web-based and mobile business solutions.  ASSET provides a full-fledged services program covering all areas of project design and management, guaranteeing the implementation of successful software solutions. ASSET also provides full turnkey solutions through either on-site or offshore project outsourcing models.
www.asset.com.eg

MobileAware provides operators with the ability to achieve Online Mobility. This strategy takes operators mobile in a fast, effective, and systemic way.  Mobile Self-Care (mCare) and Mobile Commerce (mSales) are the key elements on the path toward a Mobile First philosophy.  mCare enables subscribers to use mobile handsets to solve their customer-related issues and problems. This reduces operational costs and greatly increases customer retention.  mSales creates a unified and operator-branded customer experience for social networking, location-based services, offers, and commerce.  MobileAware’s solutions empower operators to monetize valuable interactions between subscribers and partners seeking to connect with them.

Other MobileAware achievements in 2011 include:

• Landing new customers, which resulted in gaining direct access to an additional 90 million mobile subscribers
• The hiring of Chief Executive Officer Armin Gebauer
• The opening of new Boston office and US corporate headquarters
• An aggressive hiring initiative that resulted in doubling total number of employees

One new customer MobileAware signed in 2011 was Everything Everywhere.

“We were seeking an end-to-end platform to develop and support mobile applications while providing a rich, integrated mobile web experience,” said Richard Harrap, Head of New Business Development, Everything Everywhere.  “We chose MobileAware as a partner in developing this new platform because of their strategic vision and in-depth understanding of mobile technology and consumer behavior. “

“The time is now for operators to achieve revenue lift through online mobility,” said Armin Gebauer, CEO of MobileAware. “MobileAware has exploded in the telecom market at a very strategic period.  Operators are poised to regain control of their relationships with subscribers through the mobile channel, and MobileAware provides the tools to effectively do so.”

Early indications are that 2012 will be an even better year for MobileAware:

• Strategic initiatives with an additional three operators within Q1
• The launch of a groundbreaking new product that allows operators to regain control of their subscribers
• Plans to continue hiring talented employees due to rapid company growth

“We look to invest in companies that are on the bleeding edge of mobile technology advances,” said Dominic Endicott, Partner at Nauta Capital.  “We believe that the importance of effective mobility will soon supersede online capability within telecom organizations.  MobileAware is one of the few players out there that has the expertise, competency, and vision to lead operators down this path.”

About MobileAware

MobileAware is the world’s leading provider of Mobile Self-Care and Mobile Cloud-Care solutions for network operators and business enterprises, with over 130 clients in 25 countries serving more than 250 million active customers. Since 2000, MobileAware has rapidly and reliably enabled cost-reducing, revenue-generating mobile solutions that solve issues of complex integration, device diversity and network convergence.  Customers benefitting from these strategic mobile applications include Air France, Cox Communications, Deutsche Telekom, France Telecom, KLM, Orange, Telstra, TELUS, T-Mobile, Vodafone, Walmart.com, and Wells Fargo.

Press Contact:

Shelby Geyer
shelby.geyer@mobileaware.com

Who:
Carol Borghesi, SVP, Customers First Culture, TELUS

What:
TELUS embarked on a corporate-wide strategy to make real and lasting changes to the entire company to improve Customer Experience and Care.  Attendees will be walked through this process, including TELUS’ decision to take a critical look at the status quo, effectively recruit executive and managerial buy-in, and begin fundamental changes to their system.  Rather than talking about improving Customer Experience, come hear how TELUS is actually achieving it.

When:
Monday, February 27, 2012
1:00-2:00pm CET

Where:
Mobile World Congress
Salon Agata
Hotel Onix Fira, (a 5 minute walk from the Fira)
Llançà, 30
08015 Barcelona

To inquire about an invitation, please email Shelby Geyer at shelby.geyer@mobileaware.com.

About TELUS
TELUS (TSX: T, T.A; NYSE: TU) is a leading national telecommunications company in Canada, with $10.4 billion of annual revenue and 12.7 million customer connections including 7.3 million wireless subscribers, 3.6 million wireline network access lines and 1.3 million Internet subscribers and more than 500,000 TELUS TV customers. Led since 2000 by President and CEO, Darren Entwistle, TELUS provides a wide range of communications products and services including wireless, data, Internet protocol (IP), voice, television, entertainment and video.

In support of our philosophy to give where we live, TELUS, our team members and retirees have contributed more than $260 million to charitable and not-for-profit organizations and volunteered 4.2 million hours of service to local communities since 2000. Eleven TELUS Community Boards across Canada lead TELUS’ local philanthropic initiatives. TELUS was honoured to be named the most outstanding philanthropic corporation globally for 2010 by the Association of Fundraising Professionals, becoming the first Canadian company to receive this prestigious international recognition.  For more information about TELUS please visit telus.com.

For more information about TELUS, please visit www.telus.com

About MobileAware
MobileAware is the world’s leading provider of Mobile Self-Care and Mobile Cloud-Care solutions for network operators and business enterprises, with over 130 clients in 25 countries serving more than 250 million active customers. Since 2000, MobileAware has rapidly and reliably enabled cost-reducing, revenue-generating mobile solutions that solve issues of complex integration, device diversity, and network convergence.  Customers benefitting from these strategic mobile applications include AT&T, Air France, Cox Communications, KLM, Telstra, Telus, Vodafone, Walmart.com, and Wells Fargo.

Press Contact:
Shelby Geyer
pr@mobileaware.com
617-986-5060

Visit us at the Ireland Pavilion
Hall 1.0-1F17, Fira

“Far more than a mere communication device, mobiles now serve as our books, health monitors, payment transfer devices, social connectors and tour guides. Mobile technology is embedded in our cars, homes, appliances, governments and utilities. Mobile is enhancing and expanding education and thus, transforming the world. Mobile World Congress 2012 will celebrate the current state of mobile and offer a glimpse into where mobile has the potential to go next.”

Learn more about the event from GSMA…

 

MobileAware Exhibit Hours
Monday, 27 February	09:30 – 19:30
Tuesday, 28 February	09:00 – 14:30
Wednesday, 29 February	09:00 – 19:15
Thursday, 1 March	09:30 – 16:00

The mobile websites are available in ten languages for KLM and nine for Air France, and can be accessed on mobile devices at mobile.airfrance.com and mobile.klm.com. Their respective free applications can also be downloaded from the Apple App Store and Android App Market.

“As major players in the area of mobility, our ambition is to offer our customers their personal travel assistant. We are constantly innovating to better serve our customers,” said Christian Herzog, Senior Vice President Marketing, Air France-KLM.  “Collaborating with MobileAware has helped us to develop mobile services in new and innovative ways,” added Martijn van de Zee, Senior Vice President eCommerce, Air France-KLM.

Since their launch, the Air France-KLM mobile sites and apps have seen exponential increases in usage and revenue generated with services such as mobile electronic booking and mobile check-in. The companies are working jointly on new services and features to be launched during 2011, such as “Time to Think” and promotions.  MobileAware delivers the mobile experience through a flexible, managed services solution to Air France-KLM.

“MobileAware is proud to partner with Air France and KLM on their mobile services; MobileAware provides the Group with a superior user experience, and a solid framework for implementing their industry-leading mobile strategy,” said Armin Gebauer, CEO of MobileAware.  “We look forward to a long relationship and continuing to pioneer new services to be brought to the airline market.”

About AIR FRANCE KLM

AIR FRANCE-KLM, the result of a merger between AIR FRANCE and KLM in 2004, is one of the leading European air transport groups. Its main activities are the air transport of passengers and cargo as well as aircraft maintenance. In 2010-11, AIR FRANCE KLM carried 71.3 million passengers and 1.5 million tonnes of cargo. The group’s fleet comprises more than 590 aircraft, including 181 regional aircraft operated by its partners Brit Air, City Jet, Regional and KLM Cityhopper. Its network covers 254 destinations in 124 countries from its hubs at Paris-Charles de Gaulle and Amsterdam-Schiphol. The Flying Blue frequent flyer programme is a leader in Europe and has over 19 million members. With their partners Delta and Alitalia, AIR FRANCE and KLM operate the biggest transatlantic joint venture with more than 250 daily flights. AIR FRANCE and KLM are members of the SkyTeam alliance, which has 15 member airlines, offering customers access to a global network of over 14,500 daily flights to 926 destinations in 173 countries.  Internet: corporate.airfrance.com and klm.com.

About MobileAware

MobileAware is the world’s leading provider of Mobile Self-Care and Mobile Cloud-Care solutions for network operators and business enterprises, with over 130 clients in 25 countries serving more than 250 million active customers. Since 2000, MobileAware has rapidly and reliably enabled cost-reducing, revenue-generating mobile solutions that solve issues of complex integration, device diversity and network convergence.  Customers benefitting from these strategic mobile applications include AT&T, Air France, Cox Communications, KLM, Telstra, Telus, Vodafone, Walmart.com, and Wells Fargo.

Press Contact:
Shelby Geyer
MobileAware
pr@mobileaware.com
(617) 986-5060