This post is by Noora Lindblad from the Networks business of Nokia.
In this blog series, we share how operators are deriving value from Customer Experience Management (CEM). This is the first blog in the series.
Vipnet Croatia is no rookie in Customer Care. It all began several years ago when the operator launched new services for its subscribers, leading to an increase in Customer Care calls. Vipnet not only wanted to solve these complaints in an efficient manner, but also wanted to take advantage of the opportunity to promote new services when the customer called in.
The operator started looking for an off-the-shelf care solution which wouldn’t take long to integrate – and Nokia (previously NSN) met these criteria. Together, the companies developed use case scenarios specifically for voice and SMS services. Dean Kosty, Head of Network Management at Vipnet, highlights in the video interview below how important it was that Vipnet’s Customer Care personnel took part in planning these scenarios. This ensured the solution matched their real needs, and was thus extensively used starting from day 1 of the solution launch. In 2013, the solution was used in 12% of the calls that came into Vipnet Customer Care and has helped the operator reduce the mean complaint handling time by 30%.
Since its launch, usage of the CEM solution has evolved. Dean Kosty shares how Vipnet found the solution very flexible, allowing them to develop new use case scenarios on their own. Interestingly, the Care department is not the only one making good use of the tool – the solution has been adopted by key account managers in business sales too. With a real-time view of what’s happening on the customer front, Sales found the reports to be a valuable source of information before visiting customers.
Find out about another customer case with Telecom Italia in the Heavy Reading whitepaper, available on www.nsn.com/cem.
And for more on CEM, check out this link.
Please share your thoughts on this topic by replying below – and join the twitter discussion with @NSNtweets using #CSPCX #NetworksPerform.