Customer Experience Management

What is Comarch Customer Experience Management solution?

Comarch Customer Experience Management (CEM) plays an overarching role in service monitoring and service quality management, transforming service management by providing an insight into customers’ perceptions of services provided by telecoms operators. It helps network providers make the leap from network/resource-centric operations to customer-focused ones, delivering effective telecom customer experience management tools.

Comarch believes that only a holistic, end to end approach will bring the desired business benefits from the implementation of customer experience management in telecom organizations. Therefore, Comarch’s unique approach towards CEM covers the complete customer lifecycle, with special focus on service usage. However, as Comarch offers a broad portfolio of solutions in this field (solutions handling customer complaints, CRM data, social media monitoring and loyalty management), data from other sources can be integrated into Comarch CEM easily, providing an accurate and up to date 360° view of customer perception and satisfaction. All kinds of data sources, including active probes and third-party source systems, are supported, helping you improve the telecom customer experience you deliver.

With a comprehensive and expandable set of profitable use cases, an embedded process approach, integration with other integrated assurance tools (such as fault management and trouble ticketing) and built-in analytical capabilities, Comarch CEM allows you to reach the next level in telco customer experience management. It is a solution that enables transformation towards mature, customer-focused integrated operations, and a step on the road to becoming a customer-focused digital service provider.

How Telecoms Can Become Pro-Active in Managing Customer Experience
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Comarch Customer Experience Management solution benefits:

  1. 01 Improve your efficiency and protect revenues
  2. Provide your staff with the right information and drill-down capabilities to speed up troubleshooting processes and decrease mean time to repair. Use built-in self-healing capabilities, prioritize your incidents and solve problems more quickly to protect your revenues.
  3. 02 Personalize your offers
  4. Understand telecom customer behavior and be proactive in providing better personalized offers. Improve customer satisfaction, increase loyalty and decrease churn rate.
  5. 03 Improve customer satisfaction
  6. Measure your customers’ quality of experience and optimize service performance. Identify and eliminate problems perceived by your customers increase satisfaction and reduce churn.
  7. 04 Develop your business
  8. Identify new revenue streams and leverage big data capabilities to launch new products, build partnerships or provide new services.

Improve your efficiency and protect revenues

Provide your staff with the right information and drill-down capabilities to speed up troubleshooting processes and decrease mean time to repair. Use built-in self-healing capabilities, prioritize your incidents and solve problems more quickly to protect your revenues.

Personalize your offers

Understand telecom customer behavior and be proactive in providing better personalized offers. Improve customer satisfaction, increase loyalty and decrease churn rate.

Improve customer satisfaction

Measure your customers’ quality of experience and optimize service performance. Identify and eliminate problems perceived by your customers increase satisfaction and reduce churn.

Develop your business

Identify new revenue streams and leverage big data capabilities to launch new products, build partnerships or provide new services.

Check Comarch CEM solution in use. Reade case study!

  • I am confident that Comarch solutions will enable MTS to accomplish transition from a network-centric towards a customer-centric OSS ecosystem with an ultimate goal of creating the best customer experience.
    Andrey Ushatsky, Vice President and Chief Technology Officer, MTS

    Related solutions:

    Want to know more? Download PDF materials!

    • Leafleat

      Leafleat

      Comarch Customer Experience Management
    • White Paper

      White Paper

      4 Key Elements of Customer Experience Management for Telecom Operators
    • Telco Survey

      Telco Survey

      Mobile Operators' CEM Strategies - the Market Reality
    • Case Study

      Case Study

      Implementation of Comarch NG Service Assurance
    • Solutions for Telecoms

      Solutions for Telecoms

      Complete portfolio of IT solutions and services for Telecommunications
    • Telco Review

      Telco Review

      Comarch Telecommunications Magazine
    • Customer Success Stories

      Customer Success Stories

      How telecom operators worldwide embrace success with Comarch BSS/OSS
    • Comarch Overview

      Comarch Overview

      Find out more about Comarch Telecommunications!
      See all resources >>

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