Wednesday, 20 July 2016

Safaricom uses Nokia CEM on Demand to differentiate services in Kenya

Safaricom, the largest integrated telecommunication service provider in East Africa, is improving services for more than 25 million subscribers in Kenya thanks to Nokia's Customer Experience Management on Demand. With help from Nokia, Safaricom now uses big data technology to derive real time insights from network, customer and revenue touchpoints. With the insights, Safaricom is better able to provide proactive customer care, resolve network issues and prioritize capital expenditures.

Safaricom uses Nokia CEM on Demand to derive insights on voice, SMS and MPesa traffic; processing 214 billion data points per day. The team is currently adding mobile data capabilities.

Nokia CEM on Demand 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 MPesa. The insights are actively used by Safaricom's technology, customer care, finance, marketing, sales, and strategy teams.

Bob Collymore, CEO, Safaricom, said: "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. We can give individual customers a personal touch and make our constant quality of service improvements visible."

Bhaskar Gorti, president of Applications and Analytics at Nokia, said: "Safaricom has been a Nokia customer for more than 15 years and it consistently hasbeen 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."

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