Customer care support solution
The Solution
Our customer care support solution allows you to improve customer service and thus reduce churn while reducing operational costs. It maximizes the efficiency of customer care processes.
Customer service is fundamental to your success, and the support offered to customers experiencing problems must be delivered efficiently. OPEX pressure and the need to deliver more and more products and services with a high quality of service becomes a challenge for customer care and operations teams.
- Provide your front line staff (call center and shop personnel) with all the information required to solve customer complaints during the first call or on the spot
- Give information in the local language and in an easily-absorbed manner, including real-time customer data about e.g. subscription, service quality, service failures and usage, billing, balance, device, the problem in question and any related advice
- Allow efficient sharing of data across customer care and operations organization
- Automate device management functions and provide self-care and proactive care options to reduce call center workload
Benefits
What does it mean for my:
- Know about faults and correct them, even before a customer calls
- Increase first call fix ratio
- Decrease the number of calls escalated to second tier customer care and operations
- Easy-to-use GUI and advice in plain language with multi-lingual support means agents can start using the solution immediately – no need for competence transfer
- Decrease ticket handling time in customer care technical support and operations
- Decrease volume of calls received by call center via self-care options
- Time dedicated to solving complaints forwarded from call centers is reduced dramatically
- Decreased amount of tickets forwarded from call centers
- Operations can focus on their core activity – operating the network
- Increase customer satisfaction and reduce churn
- New services can be supported by customer care quickly and efficiently
- Reduce churn
- Become customer-centric as a company
- Maximize efficiency
About NSN
The combination of the right expertise, capabilities and experience ensures real business success.
“Customer care support solution has been adopted very quickly on the front line (call center and shops). From day one, it has worked without any problems.”
“No specific in depth technical knowledge is required on the front line and communication with each customer is consistent and accurate.”
“Nokia Siemens Networks’ project team was flexible with our requirements and delivered precisely the solution that was needed.”
– Quotes from a Western European operator
- Multivendor, multitechnology
- End-to-end offering from business consultation to integration and deployment services
- Proven telco and system integration expertise in mobile and fixed networks
“Customer care support solution has been adopted very quickly on the front line (call center and shops). From day one, it has worked without any problems.”
“No specific in depth technical knowledge is required on the front line and communication with each customer is consistent and accurate.”
“Nokia Siemens Networks’ project team was flexible with our requirements and delivered precisely the solution that was needed.”
– Quotes from a Western European operator
Our comprehensive new portfolio of solutions has been specially designed to improve your business performance. Our solutions cover every step of your business life cycle, from entry level to managed growth and differentiation.
- Connectivity: Connectivity solutions can help streamline your infrastructure for services, optimize capacity and coverage, and build an environmentally sustainable business.
- Efficiency: There are often improvements to be made in CAPEX/OPEX efficiency simply by optimizing the use of existing assets.
- Revenue growth: Improving the experience of your customers extends their customer lifetime value.
- Business transformation: Remaining competitive in current market conditions requires strategic, process-related and organizational transformation.
View our solution portfolio