TELEFÓNICA GERMANY
Once the system has been trialled for a reasonable period , he would like to collaborate with the companies that make the apps people access on the network . “ In the future I ’ d like to have service level agreements ( SLAs ) with these companies and agree on certain key performance indicators ( KPIs ). After all we must surely collaborate to give the best service to our mutual customers . When we find a problem then we could call them , or they us , and say there is an issue .” Perhaps surprisingly , this sort of cooperation is rare between network service providers and large software developers such as Google . “ But why not start now ?” Thurand says . Telefónica Deutschland is the first group company to roll out this software . By correlating customer behaviour , customer complaints and customer churn it can help identify regional anomalies like poor data throughput , cut the numbers switching away and encouraging more to switch to Telefónica . “ But we don ’ t just want them to stay ,” says Thurand , “ we want to get new customers on board and let them see the value we can give to them . It started with my organisation at network operations but we are going to involve customer service , marketing , communications , and other departments . We want to roll it out into different areas of the company so we can all use this information we are now getting about our customer ’ s real-world experience .”
It ’ s been a busy year for Marcus Thurand and his team , who have had to expand their centre of attention from the system to its users . “ We are investing a lot in the change management and training so employees have a better understanding of their future role ,” he continues . “ It has also been a challenge to set up the software , which for every single interaction on the network has to analyse and put an evaluation marker on it – assessing it , noting any problems and their severity and where they originate .”
Customers will quickly see the benefits in the form of fast responses to problems , even ones they may not
82 July 2017