Developing Telecoms | Analytics platforms to boost customer care and marketing for Kuwaiti operator

17 May 2012

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Analytics platforms to boost customer care and marketing for Kuwaiti operator

Friday, 20 May 2011 10:12 | James Barton

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One of Kuwait’s leading operators is implementing live monitoring, reporting and analytics software in order to improve its customer experience. Zain Kuwait has selected Nokia Siemens Networks to provide two new platforms, Serve atOnce Traffica and Serve atOnce Intelligence, which are aimed at providing improvements in mobile network quality, customer care service and tailored marketing campaigns.

The Serve atOnce Traffica platform is designed to monitor end to end network performance for each service in real time, improving the quality of every voice call and SMS. Customer problems are prioritised by switching from traditional network-based alarms to subscriber-based alarms, and hence can be solved before the customer notices that there’s an issue. This increases operational efficiency by speeding up request and complaint resolution in customer care.

The Serve atOnce Intelligence (SAI) platform is integrated with NSN’s existing subscriber data management and device management platforms. SAI draws data from multiple sources, and reflects real-time user patterns in dynamic and flexible dashboards that show mobile terminal performance in the network, roaming, international call performance, and Service Level Agreement reporting for corporate customers.

It is expected to allow Zain to segment customers on the basis of terminal, service, value and use of the platform as well its customer experience, allowing it to sharpen the focus of its marketing campaigns.

“All our customers have different service and quality requirements and our task is to be agile and proactive enough to know those requirements and turn this knowledge into fast network improvements or specifically tailored offerings”, said Osamah Abou Seido, Management Information Systems (MIS) director, Zain Kuwait.

“Improving customer experience is the best way to differentiate from the competition - not just focusing on reactive problem solving in customer care but emphasising the delivery of an improved customer experience at each stage in the customer journey”, added Mounzer El-Achmar, head of the Zain Kuwait customer team at Nokia Siemens Networks.

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