Nexus Telecom empowers DiGi Telecommunications, Malaysia with Real-Time Detailed Subscriber Information for CLV
April 11, 2011 - Zurich, Switzerland and Kuala Lumpur, Malaysia
Understanding your subscriber's Service preferences and usage patterns creates the drive to optimize their network experience at the same time. This is the enabler to increasing customer lifetime value (CLV).
With more than 8 million subscribers, DiGi Telecommunications is one of the major mobile service
providers in Malaysia. And certainly one of the most innovative as well. In fact, as early as 2004, DiGi
already recognized the need for tailored services for individual subscribers and the importance of the
"cool factor" around an innovative service offering.
While breaking new ground at the services front, DiGi also recognized early that reducing churn is key in keeping account maintenance costs in check, where these costs decline as a percentage of total costs, or as a percentage of revenue, over the lifetime of the customer relationship. The focus and initiatives to shift more towards higher revenue postpaid subscribers resulted in increase of postpaid subscribers to 1.4 million today compared with 1.2 million at the end of 2009. In addition, DiGi also recognized the importance of managing customer experience and being able to quickly respond to customer problems on its network.
As early as 2003, DiGi engaged with Nexus Telecom AG and its flagship product NexusNETVIEW for
network and service surveillance. Today, the system spans the entire network end-to-end across a
multitude of network elements and technology infrastructures, which bridges the gap between legacy
and broadband transmission technologies. No matter where a DiGi subscriber is located in the country -
as soon as they touch their mobile device, DiGi is able to visualize any problems that they may
encounter on the network, and hence is able to increase its customer experience.
Prakash Rajoo, Head of Customer Experience and Fast Recovery Center at DiGi, states: "Focusing on managing customer experience can truly increase customer loyalty and help service providers realize better customer relationships. Our NexusNETVIEW surveillance system helps us to automatically correlate all network transactions into a single subscriber experience view in real-time, which allows us to monitor availability of network services according to the high expectations of our customers, which ultimately leads to better subscriber satisfaction and hence reduction in subscriber churn."
Christoph Kupper, Executive Vice President Marketing at Nexus Telecom AG, adds "For service providers to develop strong customer relationships and reap the resulting profits, they must concentrate on managing customer experience, coupled with analytics and automatic notifications to 3rd party systems. We are proud that DiGi has been using our NexusNETVIEW for over 7 years now and benefits from its real-time subscriber data, as well as for many post processing applications and tools that for example include automatic device configuration. Acquiring new customers is expensive. Long term customers tend to be less inclined to switch providers and, which can result in better margins and increases in sales volume; focusing on customer experience to increase loyalty and long-term customer base hence increases Customer Lifetime Value (CLV) and truly pays back for DiGi."
About DiGi Telecommunications Sdn. Bhd.
DiGi Telecommunications Sdn Bhd provides mobile voice, internet and broadband services. It is
committed to driving Malaysia's growth by building a mobile internet and broadband environment that
enables true connectivity, creates socio-economic development, and helps businesses grow. DiGi
continues to be a game-changer for the Malaysian telecommunications industry, with a solid history of
product and service innovation, and is a leader in driving progressive and responsible business
practices. It is listed on Bursa Malaysia, and is part of global telecommunications provider Telenor
Group.
For more information about DiGi, please visit www.digi.com.my.
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