Bharti Airtel said that it has implemented a customer experience management platform in its network to optimize and enrich user experience of its customers. The operator has chosen Nokia Siemens Networks to provide and deploy its CEM platform and services across India. The CEM platform will maintain and store real-time experience metrics for every subscriber in the network enabling Bharti Airtel to proactively cater to customer needs.
“The implementation of CEM is an added impetus to our constant endeavor of offering best-in-class service experience to our customers across GSM, EDGE and 3G networks,” said Jagbir Singh, director network group at Bharti Airtel. “It will enable us to identify the root cause of a problem and rectify the same before the subscriber experiences any impairment in service delivery. This will clearly help us maintain an edge in the mobile broadband arena.”
Nokia Siemens Networks had earlier announced its Facebook apps as an offshoot of its self-care portals — share@once — which facilitate direct interaction between operators and customers. The app complemented a mobile self-care app for smartphones and a Web-based self-care portal that can already provide a simpler way to manage telecom services.
With the move, Bharti Airtel becomes one of the first CEM adopters in the country, demonstrating its strategy in providing better customer service and reaching out to its customers through multiple channels.
“Our CEM solution will enable Bharti Airtel to enhance its service experience. For instance, it can proactively correct device settings without any intervention from the customer care,” said Sandeep Girotra, head of India region at Nokia Siemens Networks. “In addition, it can assist the marketing teams by providing new insights about subscribers’ usage and preferences, and hence enhance Bharti Airtel’s capabilities to create customer delight.”
