Telco Safaricom has annouced it will begin using Nokia’s Customer Experience Management on Demand, a big data solution, in a bid to improve customer experience. The solution allows the telco to derive real time insights from network, customer and revenue touch points which allows it to provide proactive customer care, resolve network issues and prioritize capital expenditures. The Nokia CEM on Demand solution will on a daily basis collect over 214 Billion data points generated from voice, SMS and M-PESA traffic for the completion of this task. The solution will also be fitted with mobile data analytics capabilities.
The solution which has been deployed over the last 12 months and has been on a pilot for six months in the Western Region of Kenya. Using Nokia CEM on Demand, Safaricom has managed to retrieve subscriber records for customer care from 2-6 hours to 15 minutes; obtain customer satisfaction scores for the entire network from 30 days to near real-time; determine root causes for service degradation from 24 hours to 10 minutes and importantly ensure network-related issues are put into context with a real time understanding of the customers impacted.
This solution follows the deployment of another in February, where Safaricom announced the hiring of Flytxt, a Netherlands based provider of mobile consumer analytics to deploy a big data solution. Flytxt’s solution was to allow the telco improve customer experience through personalized and contextually relevant engagement with customers based of the immense amount of data the company receives.
In May 2015, Safaricom CEO Bob Collymore held a live Twitter chat with Mail & Guardian Africa under the hashtag #AfricaTechFutures. The session tackled different aspects of the Tech industry ranging from the current trends to Safaricom and factors likely to affect the general direction of technology in Africa. One of the key highlights of the sessions was the CEO saying his biggest tech wishlist was a solution that maps customer queries. “Something that’d let me track customer sentiment in real time a heat map of issues at call centers”, he said. Looks like the CEO got he wished for and we certainly hope customer experience improves.
