Juan Serrano Sánchez, Quality Manager at Orange Spain explains how his team cooperates with Astellia to ensure the Quality of Service of their Radio Access Network.
My team’s main objective is preventing any quality degradation in the customer experience (CX). For this, central and regional teams are focused on monitoring KPIs, analyzing root causes, detecting gaps and proposing improvement plans.
For the last 2 years, we have been successfully working with Astellia to better understand our subscribers and their experience. Astellia is an important partner for specialist and advanced radio network optimization.
Special problems require special solutions. For instance, a high speed train is a very complex environment due to the high speed in which customers are moving. Before we were mainly using drive tests to optimize network conditions along the railway, but now, with Astellia, we adopt a new and very innovative approach which manages to filter out those people that are actually on the train. The optimization of high speed train routes is particularly important for business travelers that need to stay connected at any time. This allowed us to become the best service provider on high speed trains in Spain and created a real competitive differentiator for Orange!
Another success story is the migration of the Basque operator Euskatel to Orange’s network. Astellia helped us ensure a smooth handover of their 400K subscribers to our network. We knew that data traffic would double with the arrival of these new subscribers, so it was important to prepare, analyze and control the impact on the network. Under tight time constraints, Astellia helped us geo-locate these new subscribers and detect which problems they encountered and correlate this information to decide where to expand capacity. We hereby managed to reduce the impact on these new subscribers to a minimum. Together to improve the Net Promoter Score by 9,2%!
Astellia helps our Level 2 and Level 3 customer care agents analyze complex customer complaints. For instance, a company complained that many of its employees were often facing low throughputs. Drive tests didn’t reveal any specific problem. With Astellia’s call trace analysis we found that handsets weren’t supporting the UMTS 900 frequency band and that this was not rightly configured in the RNC.
I see three clear advantages:
Ever experienced a call drop or had troubles downloading your emails on a high speed train?
Astellia helps you guarantee reliable services to your customers in fast motion.
As a result, travelers will enjoy seamless on-board services and will therefore use their smartphones more often.
End-to-end, in-depth troubleshooting
Nova Explorer is a powerful application for deep end-to-end troubleshooting (from RAN to core), problem root cause identification of customer complaints and quality degradations over multi-technology networks.
Automated and geolocated RF optimization
Nova Geo is a multi-technology & multi-vendor radio optimization tool which measures RF coverage and quality of the network. It facilitates daily radio optimization tasks by automating recurrent analysis and reduces drastically the number of drive tests.