One of the major telecom operators in GCC had siloed data about its subscribers and their experience across the journey and its different channels
We defined key CEX metrics and feedback that should be tracked across the subscriber journey from SIM acquisition to plan activation, network usage and customer support.
We designed dashboard screens for 4 levels of management including screens for KPI comparisons vs target and vs trend and dedicated screens for root cause analysis of these KPIs across customer segments, sales channels, customer support channels, geographies, network technologies and devices.
We integrated, in one data mart, data from the client’s different systems for network, sales, customer support, transactions and billing:
We developed dashboards using Tableau and conducted multiple rounds of reviews and iterations with the telecom operator’s management to finalize the dashboards
We successfully trained the client’s technology team to manage the dashboard – refreshing the data and KPIs. We also trained the business users to navigate the dashboards and use its various features
Customer experience management for a major Telco operator
