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Improving Customer Experience for Wataniya Kuwait

Watch Omnitele team in action:

Prioritise – Measure – Optimise

To focus the network optimisation efforts on the most important areas and to have maximum impact on true customer experience, Omnitele started the project with detailed problem area prioritisation. Problem tickets, coverage plots, planned sites, churn rates, customer complaints, population density, important land marks and other relevant information was combined to find the areas requiring most immediate improvement actions.

After the problem area prioritisation, network performance and end-user QoS tests of mobile voice and data services were conducted across the country of Kuwait. Tests were performed where people live, work and play: on streets, sea areas and selected indoor locations.  The tests were executed with end-user centric approach: test devices, times, locations and services were selected in “be-the-customer” fashion.

To form solid basis for the final analysis, measurement results were combined with information extracted from Wataniya’s performance management, configuration management and business intelligence systems. Voice calls and internet sessions were then analysed against agreed QoS/QoE thresholds and KQI’s.

Fast impact – Big change – Zero capex

As a result of the project, Wataniya received a comprehensive set of short term and long term network improvement recommendations.  Short term recommendations alone rendered immediate and noticeable customer experience improvement with zero capital expenditures. Post-optimisation tests showed that Wataniya provides outstanding customer experience of mobile voice and data services.

Muhammad Shafique Ooredoo“It was great pleasure engaging with well selected team of professionals who ensure successful delivery of project objectives in timely manner. The output from the project was crystal which helped our technology team to convert it into beneficial outcome within days. Well done, Omnitele team.” -Muhammad Shafique, Sr. Project Manager, Wataniya Kuwait

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