Nokia Siemens Networks implements its customer experience management approach to proactively enhance subscriber experience
Zain Kuwait has deployed Nokia Siemens Networks’ Customer Experience Management (CEM), ensuring a superior service experience for its mobile broadband customers. Nokia Siemens Networks’ CEM helps Zain Kuwait proactively and cost-efficiently improve its service quality, provide tailor-made services, roll out new services faster, and carry out targeted campaigns in order to further satisfy its customers.
“We believe ‘the customer is king’ and strive to constantly and proactively address aspects related to customer satisfaction in order to ensure a superior service experience for our customers,” said Hani ElKukhun, Chief Operation Officer, Zain Kuwait. “We worked with our long-standing partner, Nokia Siemens Networks, to develop the best approach to CEM for our specific needs. Once the approach was evolved, Nokia Siemens Networks designed and implemented CEM software cost-efficiently, making all our customers, including high-value customers and international inbound roamers, more empowered with a superior service experience.”
“For operators such as Zain Kuwait, understanding customer experience parameters across the entire network and having a unified technical and customer-centric business view are crucial to ensuring a superior customer experience,” said Lassaad Essafi, head of Customer Insight and Experience at Nokia Siemens Networks. “Understanding exactly what Zain Kuwait required, we optimized its network and enriched mobile broadband experience for its subscribers. In addition, we are committed to constantly improving customer experience at Zain Kuwait by working with its team to further evolve our CEM on Demand offering.”
Nokia Siemens Networks developed and deployed a new Geo Information System (GIS) for Zain Kuwait, displaying network performance related Key Performance Indicators (KPIs) for its customer base geographically located all over Kuwait – with the possibility to drill down to district level, block level and even cell IDlevel. The company also integrated important commercial KPIs into this GIS, which gives Zain Kuwait the unique capability to display and compare network performance KPIs with commercial KPIs within the same CEM solution. As a result, GIS has become a primary input tool for Zain Kuwait’s strategic decisions.
Nokia Siemens Networks also implemented its three CEM on Demand content packs: High Value Customer Insight (HVCI), Customer Experience Index (CEI), and Roaming Insight (RI). The real-time insights help Zain Kuwait instantly resolve quality issues, and allow various departments to prioritize their respective actions and investments accordingly. Zain Kuwait plans to extend the CEI pack to include KPIs of customer care experiences and additional ‘soft facts’ that will give Zain an even better understanding of their customers’ experience.
Serve atOnce Traffica was also part of the deployment in order to monitor Zain Kuwait’s network performance, service quality, and service use in real-time to proactively improve the service quality. The company’s Serve atOnce Intelligence (SAI) provides customer insights to help tailor Zain Kuwait’s customer acquisition strategy and marketing campaigns. Its Serve atOnce Device Manager (SADM) enables the operator to make the right marketing and business development decisions as well as target the most appropriate customer groups when introducing new services.
Nokia Siemens Networks also provided its full technical and business consultancy as well as implementation services to Zain Kuwait.
For more information on Nokia Siemens Networks’ offering for customer experience management, follow this link. To share your thoughts on the topic, join the @NokiaSiemensNet discussion on Twitter using #CSPCX or join the industry discussion on Customer Experience Management in LinkedIn CSPCX-Group.
About Zain Group
Zain is a leading telecommunications operator across the Middle East and North Africa providing mobile voice and data services to over 44.1 million active customers as of 31 March, 2013. With a commercial presence in 8 countries, Zain operates in: Bahrain, Iraq, Jordan, Kuwait, Saudi Arabia, Sudan and South Sudan. In Lebanon, the Group manages ‘touch’ on behalf of the government. In Morocco, Zain has a 15.5% stake in Wana Telecom, now branded ‘INWI’, through a joint venture. Zain is listed on the Kuwait Stock Exchange (stock ticker: ZAIN).
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About Nokia Siemens Networks
Nokia Siemens Networks is the world’s specialist in mobile broadband. From the first ever call on GSM, to the first call on LTE, we operate at the forefront of each generation of mobile technology. Our global experts invent the new capabilities our customers need in their networks. We provide the world’s most efficient mobile networks, the intelligence to maximize the value of those networks, and the services to make it all work seamlessly.
With headquarters in Espoo, Finland, we operate in over 120 countries and had net sales of approximately 13.4 billion euros in 2012. http://www.nokiasiemensnetworks.com
Nokia Siemens Networks
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