Nokia Siemens Networks’ new CEM on Demand content packs and services help prioritize operations, focus investments and improve customer care
Nokia Siemens Networks is enhancing its award-winning Customer Experience Management (CEM) on Demand portal by adding three, new, software content packs and related services. These content packs help operators pinpoint problems on internet-based maps in seconds and rank the individual customer perception of any problem they experience. In addition, they provide detailed trends in service use and experience for the customer care department.
“With our continued sharp focus on innovations in customer experience management, we help operators serve their customers with better service quality and improve profitability”, said Michael Seeger, head of CEM business development, Nokia Siemens Networks. “Our three new content packs equip operators to instantly identify problems both in service quality and user satisfaction and address them. This helps operators ensure their smartphone customers get service quality worth every penny they pay for high value data services.”
Sheryl Kingstone, director of research at Yankee Group, stressed the importance of new CEM on Demand content packs: “It is critical that operators get access to actionable insights related to both customer satisfaction and network performance so that they can more easily prioritize improvements based on the business impact. New on-demand solutions cut right to the heart of some key operator pain points in operations and customer care, giving them insights for profitable decision making.”
Customer Quality Insight Monitor: This new CEM on Demand content pack helps operators identify and prioritize service quality related problems in seconds. These problems are pinpointed on internet-based maps as dashboard views available via smart devices such as laptops and iPads. Based on customer impact, this content pack prioritizes service quality related faults, a capability that is unique in the industry. The operations department can click on the fault, find the root cause of the problem, and share the results across the entire operator organization for improvement actions.
Customer Experience Index content pack provides a numerical index based on network, service and device performance and perception indicators that rank the perception of individual subscribers. Various departments across the entire operator organization can use this information to prioritize their respective actions and investments. The marketing department, for example, can filter the results by customer lifetime value, location, type of device, service contract, service use and satisfaction to identify high value customers and the reasons behind the dissatisfaction with services. As new devices such as the Lumia 920 are introduced, operators can follow the experience of this specific target group. When paired with Mobile Broadband Performance Service*, these insights can be used to focus and tune optimization projects to meet raising customer expectations.
Customer Care Insight content pack provides a clear view of the customer satisfaction, profile and usage trends as well as service quality related problems. This content pack, which provides key information for customer care personnel, is also relevant for any customer-facing department.
For customer call agents who answer the first call, the company is also introducing a quick start pack of its Customer Care Automation solution** to complement the Customer Care Insight content pack. By automating the customer care processes, customer complaints can be resolved during the first call itself before they are escalated to the next level.
Nokia Siemens Networks’ related services support all its CEM on Demand content packs. These services ensure that the content packs are fully integrated, optimized and adapted for operators’ business and technical environment, allowing operators to reap the full benefits from them.
Nokia Siemens Networks launched CEM on Demand portal in February 2012. One of its operator customers has used the portal to identify and address problems of its subscribers about to switch to another operator. The portal helped the operator focus effectively on addressing customer problems, significantly improving the customer retention rate. Another tier-1 operator in Asia has been using the portal to assess service quality per customer and take instant proactive action. According to the operator’s report, this portal increased revenue by €17 million within three months, with a €50 million projected revenue boost in the first year.
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