Zain Kuwait opts NSN's customer management platform

Zain Kuwait has chosen Customer Experience Management from Nokia Siemens Networks. Zain will deploy NSN's two new platforms, Serve atOnce Traffica and Serve atOnce Intelligence This aim to provide improvements in mobile network quality, customer care service and tailored marketing campaigns.

Serve atOnce Traffica to monitor end to end network performance for each service in real time, improving the quality of every voice call and SMS. Zain can prioritize customer problems with its operations department and proactively solve them even before the customer notices that there is an issue. This will help to speed up request and complaint resolution in customer care, boosting operational efficiency.

Serve atOnce Intelligence (SAI) draws data from multiple sources and reflects real-time user patterns in dynamic and flexible dashboards that show mobile terminal performance in the network, roaming, international call performance as well as Service Level Agreement reporting for Zain's corporate customers. It is expected to allow Zain to segment customers on the basis of terminal, service, value and use of the platform as well its customer experience, allowing it to sharpen the focus of its marketing campaigns.

“All our customers have different service and quality requirements and our task is to be agile and pro-active enough to know those requirements and turn this knowledge into fast network improvements or specifically tailored offerings. In other words, we want to be a leader in customer satisfaction in the region,” said Osamah Abou Seido, Management Information Systems (MIS) director, Zain Kuwait.