MTN Nigeria is using Nokia’s Customer Experience Management (CEM) solution to improve the overall experience of its 52 million customers.
Nokia’s CEM solutions help to improve operational efficiency, enabling service providers to find new business opportunities while ensuring subscribers receive the maximum benefit from their services.
Henrique Vale, MEA leader for Applications and Analytics Global Centre at Nokia, said: “Using powerful machine learning algorithms, Nokia Cognitive Analytics for Customer Insight software gives the operator a complete view of customer satisfaction and revenue as well as device and network performance.”
“This, in turn, enables MTN Nigeria to quickly identify service issues, such as poor voice call and data session quality, and they can prioritise improvements based on customer and business impact. By implementing this CEM solution, MTN Nigeria will be able to identify challenges upfront and engage with individual customers to acknowledge the issue, determine a solution and provide personalised service to solve the issue”, added Vale.
The major benefit of this is to reduce customer churn, thereby retaining revenue and avoiding the need to spend money on promotions to win lapsed customers back. The solution allows MTN to identify and address customer needs proactively.
“Through the Nokia CEM solution, we will improve our customers’ experience, providing faster and smoother connectivity on voice and data services, as we create a more personalised experience for them based on their usage and service requirements,” says Uche Osuji, General Manager of Network Performance at MTN Nigeria. “The solution will also enable us to proactively identify and resolve service impairments, respond to complaints from our customers much faster.”