Indonesian mobile operator PT XL Axiata has selected Aito Technologies’ Customer Experience Analytics solution. In Aito’s joint project with OEM partner Anritsu, Axiata can now see the correlation of customer complaints with and customer data, network traffic, business information and network faults, enabling the operator to priorities actions based on lost revenue.
Aito CEA was delivered to Axiata as part of Anritsu’s Advanced CEM (ACEM) solution enabling the Indonesian cellco a real-time view of service delivery to individual customers, or groups, and understand how customer problems are related to handset, service delivery, provisioning or network issues.
Axiata, with 38.5 million subscribers, has recently experienced a 278% year on year growth in data usage. With the top 3 mobile operators covering 90% of a market that has nearly 80% penetration, the operator increasingly see customer experience as a vital differentiator.
Axiata wanted to understand the quality of delivered services from a customer point-of-view, and needed a system that was able to correlate data from many sources including: location, device, CRM, tariff and network information.
Aito CEA/ACEM was selected because of its ability to quickly and easily unify the data and provide centralized, easy-to-use real-time analytics out-of-the-box to serve the needs of diverse set of end users at Axiata, the operator said.