Aito and Anritsu improve customer experience for PT XL Axiata
State-of–the-art customer experience analytics provides the big picture of customer experience for leading Indonesian mobile operator
Espoo, Finland – February 15, 2012: Aito Technologies, the leading provider of Customer Experience Analytics (CEA) for communication service providers (CSPs), announces the delivery of its Customer Experience Analytics solution to the leading Indonesian mobile operator PT XL Axiata (www.xl.co.id). In this joint project with OEM partner Anritsu, PT XL Axiata can now see the correlation of customer complaints with and customer data, network traffic, business information and network faults enabling the operator to prioritise actions based on lost revenue.
Aito CEA was delivered to PT XL Axiata as part of Anritsu’s Advanced CEM (ACEM) solution enabling PT XL Axiata a real-time view of service delivery to individual customers, or groups, and understand how customer problems are related to handset, service delivery, provisioning or network issues.
PT XL Axiata, one of the major mobile operators in Indonesia with 38.5 million subscribers, has recently experienced a 278% year on year growth in data usage. To achieve their goal of being the best data provider in the region, and with the top 3 mobile operators covering 90% of a market that has nearly 80% penetration, PT XL Axiata increasingly see customer experience as a vital differentiator. To help achieve this aim, PT XL Axiata wanted to understand the quality of delivered services from a customer point-of-view, and needed a system that was able to correlate data from many sources including: location, device, CRM, tariff and network information. Aito CEA/ACEM was selected because of its ability to quickly and easily unify the data and provide centralized, easy-to-use real-time analytics out-of-the-box to serve the needs of diverse set of end users at PT XL Axiata.
Mr Ongki Kuniawan, Director / Chief Service Management Officer at PT XL Axiata explained: “ACEM puts customer in the heart of our architecture. With PT XL Axiata being one of the biggest operators in Indonesia, the solution will help us to further strengthen of our position and increase our market share by focusing on customer experience. The delivery took only 3 months from defining the scope to implementation allowing our teams to now already access extensive analytics results, enabling quick response and resolution of customer issues.”
Rick Kuhlbars, Global Partnership Manager, Anritsu Service Assurance Division commented: “ACEM is an integral part of our portfolio with CEM becoming a strategic focus within service providers. As a result of our partnership with Aito, we can offer our customers deeper insight of their subscribers and support them in strengthening their competitive position.”
Anssi Tauriainen, CEO of Aito Technologies concluded: “The delivery for PT XL Axiata represents a step into the Asian market and ties in with our strategy to continue to expand globally with our partner Anritsu. Our goal is to help PT XL Axiata maximise customer experience and lifetime value by enabling improved business, operations, product, sales, marketing, and customer care performance.”