A new way of handling the world’s six billion mobile users has been launched today. Nokia Siemens Networks’ Customer Experience Management (CEM) on Demand portal puts an understanding of the individual needs of every single customer at its heart, aiming to put some love back into a relationship which can be frustrating and often close to breaking.
“Understanding, listening and reacting positively lie at the heart of strong relationships,” said Amiram Mel, head of Customer Experience Management at Nokia Siemens Networks. “This Valentine’s day, we want to put a little love back into how people feel about their mobile operator.”
CEM on Demand provides a new portal as a single entry point to dashboard views of mobile operators’ key performance indicators (KPIs) and recommends actions they can take to improve their customers’ experience. CEM on Demand makes it easier to access and share this information across the entire operator organization while in the office, or on the go via smart devices such as laptops and iPads.
“Effective customer experience management requires a holistic, cross-organization approach and an ability to isolate the key insights that really make a difference to the customer experience out of the huge volumes of event data an operator generates,” said Caroline Chappell, senior analyst, Heavy Reading. “Nokia Siemens Networks’ CEM on Demand addresses these requirements, by providing a centralized CEM function that can be used by multiple stakeholders across the operator organization, and by building in CEM intelligence based on its global experience of tried and tested best practices and KPIs.”
“We are making it much easier for operators to manage the customer experience,” said Mel. “CEM on Demand allows operators to see and hear the needs of their customers more clearly than ever before.”
For customers, the benefit from CEM on Demand is an immediate, relevant, personalized service experience. For example, with the ‘high value customer insight content pack’, operators can obtain real-time insights based on KPIs such as tariff plan, service use, hotspots and locations, type of device and device performance, roaming and service quality. Based on these KPIs, operators can instantly resolve quality issues for example with data connections in a crowded shopping center. In addition, operators can provide detailed background information about network issues to customer care center agents in real-time.
Nokia Siemens Networks’ CEM on Demand comprises various ‘content packs’ combining sets of customer-centric reports and dashboards that show the insights derived from KPIs for networks, services and devices. Based on these insights, the portal recommends action to be taken to improve the customer experience. By choosing the content packs that are relevant for their organization, operators can adopt a phased and manageable approach to address the most important factors impacting their customers’ experience. Nokia Siemens Networks’ content packs incorporate the knowledge and experience gained from hundreds of customer experience management implementation and optimization projects that the company executed worldwide.
Nokia Siemens Networks’ existing products and solutions for Customer Experience Management are the foundation for CEM on Demand. This portfolio is designed to handle real-time data, processes and actions, and ensure the seamless flow of high quality data used and displayed by CEM on Demand. In addition, CEM on Demand can be integrated and used in multivendor network environments.
CEM on Demand can be delivered on site and as a Software as a Service model. It can also be delivered as a complete managed service model called Managed CEM to meet operators’ business needs.
Mobile operators have an opportunity to see how Customer Experience on Demand can improve their relationship with customers in Nokia Siemens Networks’ Experience Center (C01) in Hall 8 at Mobile World Congress.