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Customer Experience Management Solution
Amplifying CEM Value in the Digital Era
Marketing & SalesRevenue & CustomerRetention
Customer Acquisition
Customer CareCustomer Satisfaction &Efficiency
Operations CenterOperational Efficiency
Valued Customer Experience Assurance
Experience Assurance
Roaming Customer Experience Assurance
Enterprise Customer Experience Assurance
Value Service Quality Management
OTT Experience Assurance
VoLTE Experience Assurance
Video Experience Assurance
IoT Service Assurance
Fixed Network Experience Assurance
Network Planning &OptimizationROI & Effectiveness
Efficient Optimization
Cell Level Service Quality Management
Smart Insight for Planning & Optimization
Drive Test Simulation
High Speed Railway
Begin Your Journey Towards CE Excellence
Hangzhou,ChinaCMCC Showcase
Hong KongPCCW CEM Showcase
Shenzhen ,ChinaCustomer Experience
Group : Mobile Business Development
4G penetration rate improved
DOU increased within one year
China: Marketing campaign take up rate improved
: High Value Customer traffic growth grew
Customer Satisfaction & Brand Improvement
Churn Rate Reduction
China: Prepaid churn rate reduced
NPS Improvement
Africa: NPS improvedby more than 1 %
Brand Image
: P3 benchmark ranking improved from last to 1st
Operational Efficiency Improvement
China: Customer Care Complaint Handling OPEX saved more than $1.5M within one year
South Africa: Customer compliant FCR improved by >10%
China: OTT/VoLTE complaint handling time reduced from days to hours
Saudi Arabia: service quality issues reduced by 90%
Discover Our CEM Showcases
Industry Success
HUAWEI SmartCare ® leads the CEM Industry in supporting operators to become customer centric
whilst delivering tangible value.
HUAWEI SmartCare ® CEM Solution is deployed in Service perations Centers (SOC)worldwide .
Business Value Improvement
Practice Proven Use Case Library
2G/3G/4G Migration
VoLTE Migration
Customer Value Growth
Video Service Marketing Support
Real-time Contextual Marketing Campaign
Intelligent Mobile Gaming Acceleration
Customer Loyalty & Retention
NPS Prediction and Improvement
Churn Prediction and Reduction
3Vs Experience Management
Mobile Service
Digital Customer Compliant
Customer Care Assistant
Customer Complaint Handling
Fixed Service
Digital Customer Compliant
Customer Care Assistant
Customer Complaint Handling
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HUAWEI SmartCare®
HUAWEI SmartCare CEM Solutions®
HUAWEI SmartCare CEM Solutions helps operators to use analytical insights to understand the
customer's behavior thereby delivering a personized experience during that all important Moment
of Truth touchpoint. HUAWEI SmartCare CEM Solutions provides a wide range of analytical and
machine learning techniques that focus on improving personalization and the customer's
experience whether it is optimizing the network, providing proactive care or delivering contextual
marketing insights to the marketers.
In this digital era where the consumer is always on-line,
through at least one digital channel, the Communication
Service Provider needs to focus on providing a
personalized experience to its customers in order to
differentiate themselves from the competition.
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Amplifying CEM Value in the Digital Era
Establish QualityBrand
Network
P3 Rank Improvement
Experience based Network Planning and Optimization
New Technology Introduction
Profit Motivated Service Operations
Proactive CareExperience
PersonalizedDifferentiatedExperience
Services
Digitization
Personalized
Service Quality Management
Valued Customer Experience Assurance
Experience Monetization
Self-Care APPs
Smart Fault Demarcation
Customer Complaint Handling
Persona-based Digital Offering Design
Moment of Truth Marketing
Network Experience PLUS Solution
Network Experience PLUS solution is focused on customer’s business value support on the basis of
providing differentiated network & service experience. It aims to help customers transform their
network advantage towards business advantage, maximizing business value.
Solution Highlight
Maximize Business Value
Starts from business requirements analysis and strategy alignment, to guide network investment
direction and pace, inspiring subscriber development and monetized traffic growth, improving
investment efficiency.
Differentiate Service Experience
Focus on value services such as mobile video and VoLTE, improve service experience and loyalty,
accelerating the growth of mobile video traffic and VoLTE subscriber development.
Improve Network Performance
Based on the accurate evaluation of network bottlenecks, such as coverage, capacity and speed, etc,
rapidly improve network quality through E2E network planning and integrated network optimization,
enhancing network competitiveness.
Customer Experience Analytics Solution
Solution Highlight
Creating Cross Organization Coalition
By placing the SOC at the very center its organizational structure, CSP’s are able to drive a customer centric approach across all its departments. The service operations center can enhance operator ’s revenues, improve operational efficiency and deliver superior customer experience. It enables CSPs to focus on important resources, care processes, marketing initiatives and network planning/optimization strategies such as high-value customers and/or Enterprises.
Uniting Persona based Journey & Business Value
Continually exceeding end-user demands is a key factor to support the operator 's business objectives. To achieve this, the CSP needs to ensure that they understand its customer’s “persona” and create behavior-based customer segmentation. Only then can it differentiate between its customers for targeted marketing campaigns, customer care requirement or network improvement. By mapping these various personas to end-to-end customer journeys a CSP can identify high-impact customer touch-points that contribute to a negative customer experience and churn.
Exploiting the Wealth of Telco Data through Internal and External Monetization
Operators have a wealth of data about its customers and a profit motivated SOC can help drive internal monetization capabilities such as up-sell/cross-sell. By gaining insight into the customers usage patterns, along with where and when they use a service, an operator is able to create marketing campaigns for new services at the right time, with the right offer and on the right channel. External monetization can be achieved via providing other industries access to cleaned and anonymized data.
Measure, analyze and improve the overall customer experience.
Increase customer stickiness by proactively identifying and rectifying impactful network and service issues.
Improve customer satisfaction / Network NPS, reduce churn, and discover new marketing opportunities.
HUAWEI SmartCare Analytics Solution integrates multiple data source to help operators:
Solution Highlight
Improve customer satisfaction metrics with subjective+objective association modeling.
Increase revenue by targeting network issue of NPS detractors.
Provide churn prediction models to improve retention success rate.
Customer Experience Improvement
Operators can adjust their marketing strategy by:
Digital Service Operations
Gaining market trend insights
Monitoring competitor service patterns
Create persona segmentation and insights to support personalized campaign offers
Contextual marketing can turn the customer’s needs and wants into relevant product orders.
Multi-dimensional customer models help CSPs increase marketing campaign success rates.
Increase Customer Value
Service Operations Center Solution
HUAWEI SmartCare ® SOC Solution enables CSPs to establish Service Operations Center (SOC)
based on a CPPP (Criteria, People, Process, Platform) approach to help the transform from network
centric operations to profit motivated & centric service operations.
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