Finnish operator DNA has partnered with Ericsson to provide a Customer Experience Management (CEM) solution based on User Data Consolidation (UDC) for real time data consolidation and exposure. This solution will enable DNA to resolve customer care issues in a faster and more efficient way than was previously possible. As a result, the end user experience will be greatly improved.
The DNA Customer Care center serves more than 3 million users a high proportion of who are mobile broadband users who demand high standards of service quality and user experience. With the new solution, DNA benefits from reduced time per call and escalations to second line support, which significantly enhances customer satisfaction and loyalty and reduces churn and opex.
"Delivering high quality customer care is at the heart of our business,” says Tommy Olenius, Vice President, Technology, DNA. “The implementation of this solution gives us the optimal tools to monitor the customer experience and to proactively make adjustments as issues arise."
To support DNA in coping with increased demand for high quality services and user experience, Ericsson put together a team of technical experts whose main focus has been to capture the needs of the customer care organization.
Magnus Furustam, Head or Product Area Core and IMS, Ericsson Business Unit Networks, says: “DNA’s focus on end user satisfaction and operational efficiency andEricsson’s expertise in optimizing service have combined in this project to support a new generation of mobile broadband users who constantly pose new challenges to the customer experience management area.”
After this first phase, Ericsson aims to further explore the value that can be created from the user data assets that DNA has in different parts of its networks, where the User Profile Gateway (UPG) is a key element for aggregation and exposure of user and network data. This will provide DNA with advanced solutions for proactive customer care, automated root cause analysis and benefits beyond the mobile broadband area.
One of the innovative aspects of the project is the role that the UPG plays in the solution, allowing DNA customer care personnel to have real time access to relevant user data from different OSS and BSS databases. The data is presented in a simple format to facilitate the rapid resolution of customer issues. This is just one way that Ericsson solutions can consolidate user and network data from different parts of the network and present it in real time to benefit users and operators.