MDI's SmartCare automatically gathers information from the mobile device and other back office systems, analyzes the data using a sophisticated rules engine, then suggests appropriate remedies to the customer care agent and/or subscriber. SmartCare ensures fast, accurate diagnostics of mobile data problems, reducing average call handling time by more than 60 per cent. SmartCare also increases first call resolution and reduces the frequency of support escalations, resulting in significant reduction of customer care expenses and more satisfied mobile data subscribers.

"SmartCare reduces customer care expenses by simplifying the problem resolution process for customer service representatives," said Mobile Diagnostix CEO Ian Collins. "SmartCare's expert system allows fast and efficient resolution of problems for subscribers, delivering a superior customer service experience, as well as promoting increased mobile data usage."

SmartCare 2.0 enhancements include advanced diagnostic rules management; automated workflow through an intuitive browser-based interface; dynamic reporting features; a broad base of supported handsets, including Symbian, PalmOS, Microsoft SmartOS, and J2ME-based handsets; new back office integration options; and schedule-based event triggers. By combining a diagnostic tool with a comprehensive rules-based knowledge repository, SmartCare drives efficiency gains and facilitates greater use of front-line call center resources to address complex mobile data issues.

"Customer satisfaction is key to driving usage and adoption of new wireless products," said Jeff Brunet, CTO at MDI. "Quick, effective customer care is critical to increasing customer satisfaction during the rollout and maturation of mobile data product portfolios. The carrier/subscriber relationship enhanced by high quality customer care is a requirement to building long-term profits."

MForum about Mobile Diagnostix Inc.

Mobile Diagnostix's SmartCare suite is the leading mobile data and 3G customer care platform in the wireless industry. Established in 2002 to focus exclusively on developing wireless customer care automation solutions, the company has developed a flexible customer care framework that reduces time, errors, and the expense of providing customer support to wireless data subscribers. Inspired by the architecture and scalability of leading telecom-billing solutions, SmartCare has been designed from the ground up to address the specific business and technical requirements of the wireless industry. Mobile Diagnostix Inc. is the most recent extension of Wyrex Communications Inc., founded in 1993 to provide services during the worldwide 2G PCS network builds.

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