Japanese communications service provider KDDI has deployed the Nokia Motive Service Management Platform (SMP) to deliver superior customer care by streamlining and improving the resolution of issues for its millions of mobile subscribers. KDDI is deploying Nokia Motive SMP across its service areas in Japan via Amazon Web Services (AWS).
Nokia said the Motive SMP solution allows KDDI to improve the detection, troubleshooting and resolution of issues during help desk calls, when subscribers use online self-care tools such as web-based support and online chat, and when they access self-care kiosks at KDDI's 2,500 retail stores across Japan. Motive SMP will help the service provider deliver consistently superior customer care, while reducing IT and care costs through automated workflows and a consolidated approach to service management.
Nokia claims that the solution boasts benefits that include an improvement in first call resolution rates for subscriber issues by up to 72 percent, a 10-15 percent reduction in average help desk handling times, and a dramatic reduction in the volume of help desk calls by empowering more than half of subscribers to solve issues on their own.
Nokia Motive SMP provides a foundation for deploying service management as part of an agile omni-channel customer experience strategy, allowing subscribers to contact the CSP via one channel and continue on another as needed. Nokia Motive SMP is compatible with multi-tenant environments and available with Software-as-a-Service (SaaS) deployment support, including AWS.
Hiroshi Tsuji, General Manager of Product and Customer Service at KDDI
Customer experience has become one of the most important factors in this highly competitive market, and Nokia's Motive SMP will enable us to deliver unparalleled levels of customer service to our subscribers.
Andy Fruhling, VP of Customer & Network Operations Business Unit at Nokia
By selecting our Motive SMP platform, KDDI entrusts Nokia with its corporate strategy to continuously improve the customer experience, while maintaining and expanding leadership in customer satisfaction within the Japanese market.
