Customer Experience Management Solution

Amplifying CEM Value in the Digital Era

Marketing & SalesRevenue & CustomerRetention

Customer Acquisition

Customer CareCustomer Satisfaction &Efficiency

Operations CenterOperational Efficiency

Valued Customer Experience Assurance

Experience Assurance

Roaming Customer Experience Assurance

Enterprise Customer Experience Assurance

Value Service Quality Management

OTT Experience Assurance

VoLTE Experience Assurance

Video Experience Assurance

IoT Service Assurance

Fixed Network Experience Assurance

Network Planning &OptimizationROI & Effectiveness

Efficient Optimization

Cell Level Service Quality Management

Smart Insight for Planning & Optimization

Drive Test Simulation

High Speed Railway

Begin Your Journey Towards CE Excellence

Hangzhou,ChinaCMCC Showcase

Hong KongPCCW CEM Showcase

Shenzhen ,ChinaCustomer Experience

Group : Mobile Business Development

4G penetration rate improved

DOU increased within one year

China: Marketing campaign take up rate improved

: High Value Customer traffic growth grew

Customer Satisfaction & Brand Improvement

Churn Rate Reduction

China: Prepaid churn rate reduced

NPS Improvement

Africa: NPS improvedby more than 1 %

Brand Image

: P3 benchmark ranking improved from last to 1st

Operational Efficiency Improvement

China: Customer Care Complaint Handling OPEX saved more than $1.5M within one year

South Africa: Customer compliant FCR improved by >10%

China: OTT/VoLTE complaint handling time reduced from days to hours

Saudi Arabia: service quality issues reduced by 90%

Discover Our CEM Showcases

Industry Success

HUAWEI SmartCare ® leads the CEM Industry in supporting operators to become customer centric

whilst delivering tangible value.

HUAWEI SmartCare ® CEM Solution is deployed in Service perations Centers (SOC)worldwide .

Business Value Improvement

Practice Proven Use Case Library

2G/3G/4G Migration

VoLTE Migration

Customer Value Growth

Video Service Marketing Support

Real-time Contextual Marketing Campaign

Intelligent Mobile Gaming Acceleration

Customer Loyalty & Retention

NPS Prediction and Improvement

Churn Prediction and Reduction

3Vs Experience Management

Mobile Service

Digital Customer Compliant

Customer Care Assistant

Customer Complaint Handling

Fixed Service

Digital Customer Compliant

Customer Care Assistant

Customer Complaint Handling

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HUAWEI SmartCare®

HUAWEI SmartCare CEM Solutions®

HUAWEI SmartCare CEM Solutions helps operators to use analytical insights to understand the

customer's behavior thereby delivering a personized experience during that all important Moment

of Truth touchpoint. HUAWEI SmartCare CEM Solutions provides a wide range of analytical and

machine learning techniques that focus on improving personalization and the customer's

experience whether it is optimizing the network, providing proactive care or delivering contextual

marketing insights to the marketers.

In this digital era where the consumer is always on-line,

through at least one digital channel, the Communication

Service Provider needs to focus on providing a

personalized experience to its customers in order to

differentiate themselves from the competition.

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Amplifying CEM Value in the Digital Era

Establish QualityBrand

Network

P3 Rank Improvement

Experience based Network Planning and Optimization

New Technology Introduction

Profit Motivated Service Operations

Proactive CareExperience

PersonalizedDifferentiatedExperience

Services

Digitization

Personalized

Service Quality Management

Valued Customer Experience Assurance

Experience Monetization

Self-Care APPs

Smart Fault Demarcation

Customer Complaint Handling

Persona-based Digital Offering Design

Moment of Truth Marketing

Network Experience PLUS Solution

Network Experience PLUS solution is focused on customer’s business value support on the basis of

providing differentiated network & service experience. It aims to help customers transform their

network advantage towards business advantage, maximizing business value.

Solution Highlight

Maximize Business Value

Starts from business requirements analysis and strategy alignment, to guide network investment

direction and pace, inspiring subscriber development and monetized traffic growth, improving

investment efficiency.

Differentiate Service Experience

Focus on value services such as mobile video and VoLTE, improve service experience and loyalty,

accelerating the growth of mobile video traffic and VoLTE subscriber development.

Improve Network Performance

Based on the accurate evaluation of network bottlenecks, such as coverage, capacity and speed, etc,

rapidly improve network quality through E2E network planning and integrated network optimization,

enhancing network competitiveness.

Customer Experience Analytics Solution

Solution Highlight

Creating Cross Organization Coalition

By placing the SOC at the very center its organizational structure, CSP’s are able to drive a customer centric approach across all its departments. The service operations center can enhance operator ’s revenues, improve operational efficiency and deliver superior customer experience. It enables CSPs to focus on important resources, care processes, marketing initiatives and network planning/optimization strategies such as high-value customers and/or Enterprises.

Uniting Persona based Journey & Business Value

Continually exceeding end-user demands is a key factor to support the operator 's business objectives. To achieve this, the CSP needs to ensure that they understand its customer’s “persona” and create behavior-based customer segmentation. Only then can it differentiate between its customers for targeted marketing campaigns, customer care requirement or network improvement. By mapping these various personas to end-to-end customer journeys a CSP can identify high-impact customer touch-points that contribute to a negative customer experience and churn.

Exploiting the Wealth of Telco Data through Internal and External Monetization

Operators have a wealth of data about its customers and a profit motivated SOC can help drive internal monetization capabilities such as up-sell/cross-sell. By gaining insight into the customers usage patterns, along with where and when they use a service, an operator is able to create marketing campaigns for new services at the right time, with the right offer and on the right channel. External monetization can be achieved via providing other industries access to cleaned and anonymized data.

Measure, analyze and improve the overall customer experience.

Increase customer stickiness by proactively identifying and rectifying impactful network and service issues.

Improve customer satisfaction / Network NPS, reduce churn, and discover new marketing opportunities.

HUAWEI SmartCare Analytics Solution integrates multiple data source to help operators:

Solution Highlight

Improve customer satisfaction metrics with subjective+objective association modeling.

Increase revenue by targeting network issue of NPS detractors.

Provide churn prediction models to improve retention success rate.

Customer Experience Improvement

Operators can adjust their marketing strategy by:

Digital Service Operations

Gaining market trend insights

Monitoring competitor service patterns

Create persona segmentation and insights to support personalized campaign offers

Contextual marketing can turn the customer’s needs and wants into relevant product orders.

Multi-dimensional customer models help CSPs increase marketing campaign success rates.

Increase Customer Value

Service Operations Center Solution

HUAWEI SmartCare ® SOC Solution enables CSPs to establish Service Operations Center (SOC)

based on a CPPP (Criteria, People, Process, Platform) approach to help the transform from network

centric operations to profit motivated & centric service operations.

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