The key for the perfect CEM 

Avoiding incidences is the key for the perfect CEM 

We all might have experienced it at some moment: you are at home, relaxing after a long week at work, trying to “Netflix and chill”, when your TV is just showing a bad quality streaming, or even worse, it isn’t working at all. You wait (you seem to be waiting endlessly), try to restart your devices, even check on Twitter if there’s a general network drop. You call your operator, and after a few minutes waiting, the agent explains that the network seems ok in your area, and suggests you to restart your router, your TV, and even to logout of your Netflix account. You try to complain, but finally you follow resigned all the steps the agent suggests. Still nothing works. Your customer experience fails, and though the operator has spent money on customer care nothing has improved. After some months and a couple of network problems later, you decide to leave that company and sign in with a different Internet Provider. A few months later, the executives of that company get reports informing of quality of network related issues, and a raise of the user churn, and will start taking action, but it is too late.

“A clever person solves a problem. A wise person avoids it” (Albert Einstein)

So, How could anyone have solved this problem and reduce telecom operator churn? Well, by avoiding the primary problem. With a good system providing real time analytics, the telecom operator would have been able to identify the problem as soon as the probes would detect a degradation of the network quality on an area, and take action as soon as possible (either informing their clients, reporting to the technical team that might not have detected any problem yet, or even proactively offering a discount to the clients in compensation for the inconvenience). In CASE on IT, our professionals have a wide experience working in and for many telecom operators from several countries. Based on our experience and, of course, on real metrics, we have developed an all-in-one ecosystem that offers a wide range of solutions to the operators. Using MedUX it will be easier to improve the technical QoS, the real experience of the final user, and therefore, improving the business KPIs.  

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