How Nokia CEM helped Safaricom improve customer experience

Safaricom CEO Bob Collymore
Nokia said telecom network operator Safaricom has utilized its Customer Experience Management on Demand and improved services for more than 25 million subscribers in Kenya.

Investment in Nokia CEM solutions enabled Safaricom to use big data technology to derive real time insights from network, customer and revenue touchpoints. The availability of insights allowed Safaricom to provide better customer care, resolve telecom network issues and prioritize capital expenditures (Capex), said Nokia.

Safaricom, a leading mobile operator in Kenya, 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.

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 of Safaricom, said: “We differentiate Safaricom with our customer-centric approach, so our investments in CEM are important. 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.”

Safaricom’s M-PESA mobile money service handles almost $2 billion worth of payments every month.

Safaricom has over 25.1 million subscribers in East and Central Africa, providing over 200,000 touch points for its customers and offering over 100 different products under its portfolio.

With annual revenues in excess of Kshs 150 billion, Safaricom invested Kshs 32.13 billion in infrastructure this year, providing over 78 percent of Kenya’s population with 3G coverage and providing 2G coverage to 95 percent of Kenyans.

Launched in March 2007, M-PESA now has over 23 million customers and over 100,000 M-PESA Agent outlets countrywide.