Improving Customer Experience for Wataniya Kuwait
Wataniya Customer Experience improved. Post-optimisation tests showed that Wataniya provides outstanding mobile voice and data services.
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.