Get an unparalleled understanding of customer behavior, follow QoE for key customers, detect potential churners, monitor and assess corporate Service Level Agreements (SLA).
Customer experience Management (CEM) is fundamental for you to succeed.
With Nova Analytics, you are in a position to monetize your network data to deliver the highest quality of experience to your subscribers and to generate extra revenues.
With Nova Analytics, you gain a better understanding of customer behavior, deep insights into the services and applications they use, monitor the QoE and detect potential churners. Armed with this information, you can develop a personalized communication and more effective marketing campaigns to increase loyalty, upsell different packages and cross sell services.
Nova Analytics allows you to quickly resolve network problems that affect your high-value and corporate subscribers. You can evaluate QoE from a group of subscribers down to individual subscribers, taking into account their location, handset and service usage. You can focus resources on delivering coverage and capacity to cells with a high concentration of high-value customers to drive new revenues.
Automatic SLA reporting dashboards are generated enabling you to easily check how well you are meeting your SLA policies and facilitate new corporate contract negotiation.
With Nova Analytics, you can analyze subscribers’ behavior and evaluate their satisfaction level through Key Quality Indicators. By correlating this information with, for example the Net Promoter Score (NPS), the number of times these customers complained during the last 3 months and the days left until the end of their tariff plan, you can then establish a churn indicator for each subscriber. Periodically a list of potential churners is generated and marketing retention campaigns can thereupon be triggered.
The goal of marketing is to drive subscriber acquisition or increase the effectiveness of retention campaigns in order to maximize revenues. Empowered with Nova Analytics marketers get a better understanding of customer usage and service perception to:
“We are very proud of winning the GTB awards with our partner Astellia. Zain is strongly committed to offering our valued customers the most appealing products and services. Together with Astellia, we worked on innovative CEM use cases to improve end user experience, raise customer satisfaction and generate new revenue streams. These use cases also helped us in shifting our operations from network centric to customer/service centric.”
Eng. Sultan Abdulaziz Al Deghaither
Chief Technology Officer, Zain Saudi Arabia
Unparalleled customer service is at the heart of everything we do. We will extract great value from Astellia’s solution to improve customer satisfaction by assessing service performance more quickly and efficiently than we can do today.
Chief Executive Officer, Aeromobile
About the corporate reporting solution monitoring 15 African networks: The Astellia solution enables us to gain a more comprehensive view of QoS across all of our networks and incentivize our local teams on customer-centric indicators. About the data acceleration project: The Data Service Acceleration project was performed in close collaboration with Astellia. It enabled us […]
Head CAPEX planning and roll-out, Airtel Africa
At Airtel we are committed to delivering an unmatched customer experience to each and every customer. With Astellia by our side we are on the right track to provide ubiquitous and powerful services to our customers.
Managing Director, Airtel Madagascar
With Astellia’s help, we could clearly distinguish different types of behavior which led us to revise our CRM segments and implement a new customer segmentation.#CEM, #Customer segmentation, #Marketing Learn more
The operator can report on service availability, retainability and quality by surveying data transfer procedures and speed.#Marketing, #SLA Learn more
It is increasingly difficult to test all mobile devices before market launch. Astellia allows you to identify those that are responsible for poor service quality and network inefficiency.#Handsets, #Marketing Learn more