Telecoms customer experience management with Zen from SysMech

Customer Experience Management

One software solution to manage the entire customer experience

What CEM challenges are operators facing? The whole business culture needs to change to put

the customer first, which is a massive undertaking.

CEM touches all departments and processes, which means operators need new skill sets and communication channels.

Network and assurance data is not organised around the customer, therefore requires manual processing to fully analyse it.

When customers do complain, engineers have to go in and out of different systems to find the root cause of a problem – it’s too slow and expensive.

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Introducing Zen Service Assurance Software

Data Capture: Billions of data records in real time every day

Data Loading: Real time database loading and storage

Visualisation: Understanding the patterns and trends

Automation: Operational efficiencies through automation

Zen is a big data platform which enables operators to work with all of their data in one central application. It is a cross domain system which can handle both structured and unstructured data and present it in a meaningful way.


Customer Experience Management with Zen

See the performance being delivered to VIP

customers and improve MTTR.Look back at individual

customer history - satisfaction stats, devices, disconnections, complaints, and other key KPIs.

Correlate customer satisfaction, network

status, customer complaints and social

media in one application.

Zen’s CEM use cases have been developed to meet the needs of leading operators. Our agile team can respond to new feature requests at an accelerated

rate.


5

DashboardsCEM OverviewA top line indication of customer satisfaction, network status, customer complaints and social media impact in one application.

See which regions have the worst performance and drill down to more detail in just one click.


6

DashboardsLong Term CustomerSatisfactionReview the long term satisfaction trends of individual customers including what devices they use, complaints, disconnections and download speeds.

See if performance is improving, static or decreasing, and be alerted to when it reaches a certain threshold, indicating the requirement for remedial action.


7

DashboardsHigh Value Customer Analysis

Rapidly define and monitor high value customers:

• Corporate subscribers• High ARPU subscribers• Roaming subscribers

Easily see which subscribers have a high number of tickets or poor network quality and drill down into further details.

Set up automatic alerts for customer satisfaction and performance threshold breaches. © 2015 SysMech - Confidential &

Proprietary

8

DashboardsService Analysis with Handset Data

Drill down to individual subscribers and see which services are most regularly used.

Gain insight into the data usage breakdown for each service and tailor upgrade recommendations based on this.


9

DashboardsSocial Media

Visually see social media density and sentiment by geography to rapidly identify problem areas.

See the rate of social spread and reach, to easily identify positive and negative social media peaks.


10

DashboardsCustomer Care Portal

Rapidly see a consolidated overview of a customers experience with one click:

• NPS• Complaints• Billing status• Churn risk• Correlated network

overview

Automatically alert to customers with a high churn risk.


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Zen – rapidly responding to CEM requirements

One centralized software solution that can adapt to any data feed, both structured and unstructured.

User friendly automation allowing users to set up their own thresholds and alerts for regions, services and customer segments.

Market leading visualization allowing operators to rapidly spot trends and deviations before they impact the customer experience.

A solution which supports the long term change towards a customer centric organization, which can be implemented in a stage approach.


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Further benefits of Zen

One unified system providing an end to end view of the network

Best in class visualization to support data interpretation

Intelligent automation technology to optimize user

resource

User defined real-time monitoring for minimal data

latency

Futureproof software with seamless integration of new technologies

Cost effective scale out though a multi-tenancy

mode


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Arrange a call back

Want to see exactly how Zen can meet your CEM requirements…

Learn more with a live demonstration of Zen

Book a brainstorm session with our engineers to explore your exact requirements.

Once you have detailed your exact requirements we can develop a PoC with your real data to help you understand the true value of Zen.

Get in Touch

[email protected]

+44 1189 332 220

www.sysmech.co.uk


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Telecoms customer experience management with Zen from SysMech

Data & Analytics