“CEM on Demand” implementation proactively caters to customer needs
Telkomsel, Indonesia’s largest telecom operator, expects to provide improved service quality using Nokia Siemens Networks’ Customer Experience Management* (CEM) on Demand. The new portal, launched recently, will provide one single entry point to view real-time experience metrics for every customer in Telkomsel’s network. This will allow Telkomsel to have a unified view of customer data, along with continuous reporting of customer insights that help it to improve its customers’ experience and generate new revenue streams.
“It is very important for Telkomsel to monitor and analyze customer insights to be able to offer optimal service quality at all times. We needed a solution that would not only do that, but also help us understand how services are delivered to, and perceived by, end users in order to prioritize corrective actions,” said Sarwoto Atmosutarno, President Director of Telkomsel. “Nokia Siemens Networks’ CEM on Demand will help us improve customer experience by identifying the root cause of a problem and rectifying it much before the subscriber experiences any impairment in service delivery.”
“CEM on Demand will enable Telkomsel to enhance its customers’ service experience. For instance, it can proactively correct device settings without any intervention from customer care, and also help Telkomsel make focused capacity upgrades,” added Paul Tyler, head of Asia Pacific region at Nokia Siemens Networks. “In addition, it will help Telkomsel use existing data to become a customer centric provider and differentiate with service quality, becoming a leading mobile lifestyle and solutions provider in the region.”
Nokia Siemens Networks’ CEM on Demand portal will enable the operator to offer several benefits to its customers. For instance, they can enjoy targeted offerings based on personal preferences. Telkomsel’s hotline could be faster in solving customer issues and necessary information being available instantly. Network problems could be solved even before the customer realizes there are any.
Nokia Siemens Networks will provide Telkomsel its recently launched CEM on Demand portal, together with various content packs that structure insights and proposals for improvement actions. In addition, Nokia Siemens Networks is implementing its Serve atOnce Intelligence (SAI) customer and business analysis suite. SAI aggregates and analyzes data on the basis of network performance, service quality and use, charging and billing, roaming, service provisioning and devices in use.
The company is also deploying its Serve atOnce Traffica platform that monitors the service quality, service use as well as real-time and network-wide traffic, in addition to displaying network performance. This will help Telkomsel’s staff across all departments to prioritize action and improve service quality.
Nokia Siemens Networks is also providing system integration, customization and delivery of the solution.
No comments:
Post a Comment