Safaricom, the largest integrated telecommunication service provider in East Africa selects Nokia's Customer Experience Management on Demand to derive real time insights from network, customer and revenue touchpoints for its operations in Kenya. With the insights, Safaricom is better able to provide proactive customer care, resolve network issues and prioritize capital expenditures, said Nokia.
Safaricom uses Nokia's solution to derive insights on voice, SMS and its mobile payment service, M-PESA's traffic, processing 214 billion data points per day. The solution allows Safaricom to collect every customer's network experience from network probes and is integrated to other internal systems including financial, customer data warehouse, customer relationship management and M-PESA. The insights are actively used by Safaricom's technology, customer care, finance, marketing, sales and strategy teams.
The solution was deployed within 12 months with a pilot up and running in the first six months in the western region of Kenya.
Nokia claims that using the CEM on Demand solution, Safaricom has made several improvements, including reducing the time taken for the following processes: retrieving subscriber records for customer care from 2-6 hours to 15 minutes; retrieving customer satisfaction scores for the entire network from 30 days to near real-time; and determining root causes for service degradation from 24 hours to 10 minutes.
Bob Collymore, CEO, Safaricom
We differentiate Safaricom with our customer-centric approach, so our investments in CEM are important. With Nokia CEM on Demand, we now have one customer experience management solution for the company. We can resolve issues before they impact subscribers.
Bhaskar Gorti, president of Applications and Analytics at Nokia
Safaricom has been a Nokia customer for more than 15 years and it consistently has been an innovative operator on the forefront of trends. By selecting CEM on Demand, Safaricom is demonstrating once more that its main concern is providing its subscribers the best possible service in East Africa.
