Wednesday, February 29, 2012
Nokia Siemens Networks announced that "Telkomsel .. expects to provide improved service quality using Nokia Siemens Networks’ Customer Experience Management* (CEM) on Demand portal .. [the] portal will enable the operator to offer several benefits to its customers. For instance, they can enjoy targeted offerings based on personal preferences. Telkomsel’s hotline could be faster in solving customer issues and necessary information being available instantly. Network problems could be solved even before the customer realizes there are any".
"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" (see announcement here).
Sarwoto Atmosutarno, President Director of Telkomsel said: “It is very important for Telkomsel to monitor and analyze customer insights to be able to offer optimal service quality at all times. We needed a solution that would not only do that, but also help us understand how services are delivered to, and perceived by, end users in order to prioritize corrective actions".
See also "Telkomsel Uses Ericsson for Service Differentiation and Traffic Control" - here.
See "Telkomsel Indonesia takes control of customers’ experience with Nokia Siemens Networks technology" - here.