KDDI has deployed the Nokia Motive Service Management Platform (SMP) to streamline and improve the resolution of issues for its millions of mobile subscribers.
Nokia Motive SMP allows KDDI to improve the detection, troubleshooting and resolution of issues during help desk calls, when subscribers use online self-care tools such as web-based support and online chat, and when they access self-care kiosks at KDDI's 2,500 retail stores across Japan.
Motive SMP is expected to help the service provider deliver consistently superior customer care, while reducing IT and care costs through automated workflows and a consolidated approach to service management.
Nokia Motive SMP is a customer experience platform for home, mobile and enterprise devices and services, enabling communications service providers (CSPs) to adopt care processes that deliver the highest possible customer satisfaction at the lowest possible cost.
Benefits include an improvement in first call resolution rates for subscriber issues by up to 72%, a 10%-15% reduction in average help desk handling times, and a dramatic reduction in the volume of help desk calls by empowering more than half of subscribers to solve issues on their own.
Nokia Motive SMP provides a foundation for deploying service management as part of an agile omni-channel customer experience strategy, allowing subscribers to contact the CSP via one channel and continue on another as needed.
KDDI is deploying Nokia Motive SMP across its service areas in Japan via Amazon Web Services (AWS).
“Customer experience has become one of the most important factors in this highly-competitive market, and Nokia's Motive SMP will enable us to deliver unparalleled levels of customer service to our subscribers,” said Hiroshi Tsuji, GM of product and customer service at KDDI.