Company: MCE Systems
Company Description: MCE Systems is the pioneer digital-first Device Lifecycle Management (dDLM), which a key part of a best-practice mobile operations management suite. Headquarters in Tel Aviv, MCE has spent the last 17 years creating industry-leading technologies in that sphere for 80+ world-class Telco and ecosystem partners. MCE has been the recipient of numerous awards for technology solutions and innovation.
Nomination Category: Product & Service Categories - Business Technology Solutions
Nomination Sub Category: Mobile Operations Management Solution
 Nomination Title: MCE Systems' New digital-first Device Lifecycle Management (dDLM) platform
- Which will you submit for your nomination in this category, a video of up to five (5) minutes in length about the the nominated new or new-version product or service, OR written answers to the questions for this category? (Choose one):
Written answers to the questions
- If you are submitting a video of up to five (5) minutes in length, provide the URL of the nominated video here, OR attach it to your entry via the "Add Attachments, Videos, or Links to This Entry" link above, through which you may also upload a copy of your video.
- If you are providing written answers for your submission, you must provide an answer to this first question: If this is a brand-new product, state the date on which it was released. If this is a new version of an existing product, state the date on which the update was released:
MCE Systems is the pioneer of Device Lifecycle Management (DLM), which is a key enabler of a best-practice mobile operations management solution. MCE has spent over 17 years pioneering new technologies that shaped the industry and have become industry standard.
In September 2022, MCE launched a game-changing industry-first version of its solutions in light of the digital transformation issues of device-related journeys. Today, device-related journeys only have a digital mix of about 25% and are filled with customer friction. MCE’s digital-first Device Lifecycle Management (dDLM) elevates its legacy single journey solutions into an integrated omni-channel platform ecosystem.
- If you are providing written answers for your submission, you must provide an answer to this second question: Describe the features, functions, and benefits of the nominated product or service (up to 350 words):
Total 350 words used.
Today’s 7 billion smartphones are the center of our digital life and interruptions have a great impact to consumers. A typical lifecycle starts with the activation of a new phone – most likely with a trade-in of a previous phone – and continues with phone support and repairs when issues arise. Then, the cycle repeats again with a new phone. Therefore, it is imperative for Telcos to excel at managing it, especially when a problematic device occurs.
However, today’s Device Lifecycle Management (DLM) practices of Telcos are full of friction. Users suffer from mobile operators’ lack of remote intelligence (consumers and frontline cannot solve requests on their own), disconnected channel experiences (help looks different on the device vs. calling care vs. going in store) and limited device history (when switching channels, customers start their journey over).
MCE’s dDLM digital-first platform solves those problems as the best solution for managing the deployment and operations of critical services along the mobile journeys. dDLM delights mobile operators’ finance colleagues with fast paybacks (6-12 months) and mobile customers with seamless journeys. dDLM enables a sustainable differentiation in the market by increasing mobile operators’ NPS (+20 to 30), growing EBITDA (3-5%), and improving sustainability (48k metric tons less CO2 per 1M reused devices). Fully implemented, dDLM creates $100 - 500M yearly profit impact from cost to serve savings, device margin improvement, and revenue growth.
How are these results delivered? First, dDLM empowers both consumers and the frontline with sophisticated remote intelligence to solve device related issues effectively. Second, dDLM ensures omnichannel connectivity. With the same look & feel and process logic across digital, care and retail channels, consumers feel more comfortable. Third, dDLM saves customers and the frontline time as no steps need to be repeated and solutions can be personalized based on the history. From the moment a device is onboarded, the dDLM platform carefully logs all events along the customer lifecycle. This is enabled through a common data layer and business intelligence APIs providing three sources of benefits – all with the peace of mind of Telco-grade security and privacy (See our website).
- If you are providing written answers for your submission, you must provide an answer to this third question: Outline the market performance, critical reception, and customer satisfaction with the product or service to date. State monetary or unit sales figures to date, if possible, and how they compare to expectations or past performance. Provide links to laudatory product or service reviews. Include some customer testimonials, if applicable (up to 350 words):
Total 346 words used.
Vodafone UK provides a compelling example of how dDLM performs in the market. Vodafone embraces dDLM technology for its trade-in to reduce friction and provide customers with a guaranteed trade-in price. Vodafone uses the myVodafone app as the consumer-facing front end, with the dDLM technology implemented via SDK. In parallel, Vodafone featured dDLM technology and customer benefits in their trade-in marketing communication (Vodafone commercial featuring dDLM).
The new paradigm changed the market dynamics with the following results: the app drove a +17 increase in NPS year over year and raised Vodafone’s NPS above its 2023 competitors by +21. All other customer satisfaction indicators – transactional satisfaction, opinion of the operator, process friction – also improved drastically. 90% of Vodafone customers went ‘digital-first’ in their trade-in (vs. 58% of competitors). dDLM technology also reduced processing times. The trade-in process at Vodafone took less than five minutes for 16% of customers (vs. 2% for competitors). It was less than 15 minutes for 33% of customers (vs. 26% for competitors). As the app works for both customers and non-customers, it also helped increase gross adds [REDACTED FOR PUBLICATION] to win in the trade-in battleground.
According to Varun Krishnan, the Vodafone UK Director for Device Finance, “Working with MCE Systems and incorporating their dDLM platform has enabled us to deliver best-in-class products and services with a very high standard of security and user experience. Together we continue to turn the challenges of digital transformation and evolving customer expectations into competitive advantages” (Mobile Magazine).
dDLM also serves 80 international mobile operators and partners across 25 countries, including T-Mobile, AT&T, TELUS, Freedom Mobile, Currys, and Media Markt. Deployed in over 18,000 individual retail locations, MCE’s dDLM platform serves 400 million devices concurrently across 4 continents. [REDACTED FOR PUBLICATION] Moreover, MCE was also awarded gold status in the Merit Award Telecoms 2023 Device category for its dDLM platform. MCE was recognized along with global powerhouses Amazon, Amdocs, BT (EE), Qualcomm, and Vodafone (Business Wire Press Release).
- You have the option to answer this final question: Reference any attachments of supporting materials throughout this nomination and how they provide evidence of the claims you have made in this nomination (up to 250 words):
Total 225 words used.
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