Leading Telecommunications Company in Nigeria, MTN has partnered with Nokia to boost customers’ experience by launching its first phase of its Customer Experience Management (CEM). The partnership involves Nokia providing software and hardware infrastructure assistance in driving the CEM Platform .
The platform was developed to monitor customers’ behavior, perception and challenges faced on the network using cognitive analytical tools and data thereby providing proactive response instantly.
Speaking at the launch, Mr Ferdinand Moolman, CEO,MTN Nigeria said the project was conceived two years ago to monitor and address customers’ challenges on the network and ensure customer gets the best experience when on MTN network.
”We have always been a customer centric organization, placing unmeasurable value on our customers and their experiences, and constantly seeking ways to better serve them. We are very excited about this launch today as it marks a new era in customer relations not just for us as MTN and our customers, but also for telecommunications and the technology ecosystem as a whole”
Also speaking, General Manager, Network Group, MTN, Mr Uche Orsuji said as the world is evolving towards digital age with new transformation every day, the working operation has moved to total transformation on customers’ perception of a business and it is the key to business growth.
According to him, The MTN CEM initiative is a total transformation of how MTN perceived its customers.
“As the telecoms business is evolving, MTN is thinking of new ways to make customers stay on the MTN network without the least challenge from drop calls, inability to recharge phones, data depletion, poor voice clarity, among others.
“The essence is to make our customers satisfied and happy while on the MTN network. Instead of looking at the challenges of the network and the transmission equipment, we decided to invest in CEM tool that will rather take care of customers’ experience, find out their challenges and address them even before the customers know it.”
Also, General Manager, Business intelligent , MTN, Mr Anthony Obi said the measure is put in place to make customers’ experience better and let customers see his experience himself by reducing the amount of complaints.
In his words, Mr Kola Oyeyemi, GM Consumers Experience, MTN, said the idea is to make life brighter for the customers.
‘’ in the 22 countries where MTN is present, we don’t think less about our customers; they are critical aspect of the organisation, the new programme is to anticipate the problems of consumers and solving it without waiting for complaints from customers, it’s not a damage control’’. He added.
This solution alongside the strings of other innovative steps taken by the company is reflective of its leadership role in Nigeria’s fast-growing ICT space and its obsession with service quality management shows an undying commitment to making life easier and brighter for its customers.
