Telenet, one of the pioneers of fixed mobile convergence and cloud-native 5G services, and Sandvine, the App QoE Company, have embarked on an 18-month Customer Quality of Experience journey to rapidly detect, predict, and address issues affecting customer experience.
By combining Sandvine's Application Analytics and QoE metrics with Telenet's rich socio-demographic data, the Belgium operator has been able to build objective service quality scores for every end-device, as well as subjective connectivity-experience-scores for every customer.
Some of the first-year results of the QoE project, even before fully implemented, were impressive, including:
- 8% truck roll reduction
- Significant reduction in inbound calls
- Churn reduction
- Better utilization of hardware
- Improvement in call-outs associated with self-service modem delivery
- Fewer in-home repairs
These benefits will pave the way to the future, which will include intent-based congestion management and automation for self-adjusting, automated solutions that further improve performance and customer experience.
Telenet's Stijn Eulaerts, Vice President Product Management Residential and Soho
Better understanding service quality over different devices at different times means we can determine which KPIs are important to decisions about repair and maintenance, as well as flag customers who might be unhappy so we can proactively address any issues and fine tune campaigns to better engage and satisfy them.
Sandvine's Lyndon Cantor, Chief Executive Officer
Using high-quality Sandvine data, our engineering team worked with Telenet's Operations team to create a holistic quality-of-experience profile for each Telenet customer, and to develop a robust analytics dashboard through which highly contextualized information about customer QoE could be brought to life.
