MTN Partners Nokia on Customer Management


Raheem Akingbolu

With the increasing demand on telecommunications network services and the subsequent rise in customer related issues, MTN and Nokia have launched a revolutionary cognitive analytics solution for customer insight.

The proprietary solution was designed to provide a complete view of customer experience, device analytics, network experience and usage. According to the partners, the collaboration will help the company better and much quicker understand network quality/user issues, reduce customer churn, grow usage, achieve best experience in the market and lead to a more positive net promoter score (NPS).

The project which commenced in MTN late 2017 with the deployment of platforms and a Service Operations Centre (SOC) at VGC was presented to media, stakeholders and regulatory agencies present recent launch of the scheme.
After presentations and a brief question and answer session, the guests were conveyed to the Service Operation Centre (SOC) in VGC, Lagos for the inauguration and use case demonstration.

Commenting at the launch event, Chief Executive Officer, MTN Nigeria, Ferdi Moolman said, “We have always been a customer centric organisation, placing immeasurable value on our customers and their experiences, and constantly seeking ways to better serve them.

“We are very excited about this launch today as it marks a new era in customer relations not just for us as MTN and our customers, but also for telecommunications and the technology ecosystem as a whole.”

Also commenting at the event, General Manager, Customer Experience, MTN Nigeria, Kola Oyeyemi said, “Our customers are our most critical asset as an organisation, and this has driven us to seek for partnerships that will make our customers delighted.

“The new CEM system will help us anticipate the problems customers might face even before they experience it, and this helps us tackle those problems ahead of time. This means customers don’t have to go through any nasty experience and the service is also at no extra cost to the customer.”

This solution alongside the strings of other innovative steps taken by the company is reflective of its leadership role in Nigeria’s fast-growing ICT space and its obsession with service quality management shows an undying commitment to making life easier and brighter for its customers.