Introducing Zen Customer Experience Management for Telecoms
Traditionally service providers have been margin rich, however as the telecoms industry has evolved, they have faced commoditisation and have seen an influx of fresh competition. In today’s market, CSPs must differentiate through outstanding customer experience to both retain existing customers and facilitate future growth.
With over 40% of customer dissatisfaction originating from the network, CSPs must tailor their customer experience management programmes to cover every subscriber interaction, whether it be in store, via customer care, or indeed through the network. Customer experience management software must correlate network performance metrics with customer experience metrics to fully understand at which point a customer is impacted, and act upon this prior to customer churn.
Zen Customer Experience Management
The Zen Customer Experience Management (CEM) solution provides visibility of how network performance directly impacts customer experience. This enables preventative actions to be performed to improve the Net Promoter Score (NPS), and reduce customer churn.
Zen collects data directly from the network along with probe and call trace data, customer experience data and social media data. These multiple data feeds are correlated in one window, enabling network engineers and CEM teams to visualise what actually impacts a subscriber’s perception of the network.
The Zen Customer Experience Management solution can then be used to build a library of forecasting and prediction models to identify thresholds in network performance which are likely to cause customer dissatisfaction and churn.
On top of this, user defined automation scenarios alert network engineers to degrading performance metrics before they meet the identified thresholds in the prediction models, enabling preventative action prior to triggering customer churn.
Zen CEM is provided as part of the Zen Operational Intelligence Platform, or available as a stand-alone solution.
Key Features & Benefits
Reduce Customer Churn with predictive analytics
Zen provides CSPs with the ability to reduce customer churn by predicting how network performance will impact subscribers. With this information, CSPs can make customer driven operational decisions, prioritizing network maintenance, optimisation and planning based on the greatest impact to customer experience. They can also generate a churn risk score for individual subscribers, alerting them to high value, high risk customers so that they can be given an extra level of attention.
Delight High Value Customers by predicting SLA breaches
Zen customer experience management software users can monitor trends in network degradation over time, and create predictive automatic alerts based on high Average Revenue per Unit (ARPU) customer SLA’s. This enables the detection of potential SLA breaches before they occur. Operators can rectify the problem, avoid an SLA breach and keep high ARPU customers satisfied.
Identify New Revenue Streams by understanding subscriber needs
With the ability to correlate network performance metrics with customer experience metrics, sales and marketing teams can begin to identify potential customer growth opportunities. For example, if a customer is shown to be in a good network quality and coverage area yet is dissatisfied, there could be potential for a more optimised handset upgrade or a small cell unit in the home.
Take a look at the use cases below to see how the Zen Customer Experience Management solution is actively being used within tier 1 network operators.