The Delivering Excellence in Customer Experience award went jointly to MTN and Huawei in recognition of the two companies’ work to help customers feel the brighter side of life.
The award recognizes MTN’s deployment and implementation of the Huawei Customer Experience Management (CEM) solution in MTN SA. The solution helps MTN proactively manage customer experience, focusing on each customer and each service level. The CEM solution offers MTN richer insights into customers’ immediate needs as well as their future expectations. The solution, as part of MTN Group’s strategy, is deployed in MTN SA and is also being deployed in other MTN OPCOs.
“Our customers and our people form the bedrock of our business,” said Giovanni Chiarelli, Chief Technology and Information Officer of MTN SA. “We need to make sure we truly understand the needs and experiences of our customers so that we can shape products that will brighten the lives of all of our many users. Consistent investment means we have a network that is second to none. Through our partnership with Huawei, we can now focus that network on a more customer-centric approach, that allows us to be more proactive and predictive in how we meet our customer’s needs.”
Huawei’s CEM coupled with MTN’s Per Service and Per User platform enables a MTN customer journey or “lifecycle experience” to be captured. That journey can then be measured and analyzed in near real time allowing for highly proactive engagement with the customer.
“This is just the first step in our CEM program,” Chiarelli said. “We have made some progress, but there is still much to achieve. Our focus remains the continuous improvement of the network and all our customer interactions, and we believe we have a knowledgeable and strong platform in the deployment and implementation of the collaboration with Huawei’s CEM tool.”
The second award, Best Innovation in Broadcast – Broadband Convergence, was also jointly awarded to Huawei and Telkom, for the introduction of the Telkom LIT video service in South Africa.
The Telkom LIT video service is the first of its kind in South Africa and aims to address the need for video entertainment services without the data usage concern. The Telkom LIT proposition provides customers with free music and video streaming from some of the world’s most popular content providers on specified Telkom packages. Telkom was able to launch the product, and provide this service without causing additional strain on its network. This was done while managing costs and providing superior content services for customers.
“This innovation is aimed at really transforming the way South Africans consume digital entertainment,” said Attila Vitai, Telkom Consumer CEO. “By removing the worry of additional data cost, we are putting unlimited entertainment in the hands of consumers.”.
These awards recognize Huawei’s continued contribution to the improvement of customer experience and offerings available in the telco industry in Africa.
For more information about Huawei’s AfricaCom Agenda, please visit: www.huawei.com/za/events/za/africacom2017?utm_medium=display&utm_source=&utm_campaign=AfricaCom