Uses CEM on Demand to understand and improve the daily network experience of each Safaricom customer
Prioritizes network investments based on customer experience insights including cell/MSISDN level details that guide decisions like which sites to upgrade first to 3G or 4G
Has greatly improved investigation processes and insights for the fraud and security teams
Espoo, Finland - 14 July 2016
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 M-PESA* 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 M-PESA. The insights are actively used by Safaricom's technology, customer care, finance, marketing, sales, and strategy teams.
The solution was deployed within 12 months with a pilot up and running in the first six months in the western region of Kenya.
By using Nokia CEM on Demand, Safaricom has reduced the time it takes 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
Ensure network-related issues are put into context with a real time understanding of the customers impacted and their value to Safaricom
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 has been 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."
Did you know?
Safaricom's M-PESA mobile money service handles almost 2 billion USD worth of payments every month, making it one of the largest mobile money services in the world.
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Safaricom transforms lives.
We provide voice, data, financial services and enterprise solutions for a range of subscribers, small businesses and government, using a variety of platforms.
As the biggest communication company in East and Central Africa, Safaricom delights over 25.1 million subscribers, providing over 200,000 touch points for its customers and offering over 100 different products under its portfolio.
Listed on the Nairobi Securities Exchange and with annual revenues in excess of Kshs 150 billion, Safaricom invested Kshs 32.13 billion in infrastructure this year, providing over 78% of Kenya's population with 3G coverage and providing 2G coverage to 95% of Kenyans. Safaricom has harnessed its proprietary fibre infrastructure to build a dedicated enterprise business which provides managed IT services to clients in the East African region.
Safaricom pioneered commercial mobile money transfer globally through M-PESA, the most successful service of its kind anywhere in the world. Launched in March 2007, M-PESA now has over 23 million customers and over 100,000 M-PESA Agent outlets countrywide.
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* M-PESA is the world's most successful money transfer service.