Customer management - Nova Analytics

Improve customer engagement

With Nova Analytics, you gain a better understanding of customer behavior, deep insights into the services and applications they use, and the ability to monitor customer QoE and detect potential churners. With this information, you can develop a personalized communication strategy, more effective marketing campaigns to increase loyalty, upsell different packages and cross-sell services.

Predict customer churn

With Nova Analytics, you can analyze subscribers’ behavior and evaluate their satisfaction level through key quality indicators. By correlating this information with, for example the net promoter score (NPS) indicating the number of times these customers complained during the last 3 months and the days left until the end of their tariff plan, you can then establish a churn indicator for each subscriber. Periodically a list of potential churners is generated and marketing retention campaigns can be triggered.

“We are very proud of winning the GTB awards with our partner EXFO Astellia. Zain is strongly committed to offering our valued customers the most appealing products and services. Together with Astellia, we worked on innovative CEM use cases to improve end user experience, raise customer satisfaction and generate new revenue streams. These use cases also helped us in shifting our operations from network centric to customer/service centric.”

Eng. Sultan Abdulaziz Al Deghaither
Chief Technology Officer, Zain Saudi Arabia