PTCL is transforming its customer service

Case study: Nokia Customer Care Applications and Network Insights

PTCL: the largest telecommunications company in Pakistan

The largest telecommunications company in Pakistan, PTCL operates as the country’s major ICT services provider. PTCL has more than two million subscribers, offering services all over Pakistan and has also started providing data and cloud services to enterprise clients.

To improve customer service and boost agent efficiency, PTCL needed to get deeper insights into its network, with high visibility across all vendors’ technologies — as well as a platform that offered automation capabilities for faster, more streamlined issue resolution.

Case study

PTCL is transforming its customer service

How Nokia helped PTCL with AVA Fixed Network Insights and Service Management Platform

Nokia’s approach for transforming PTCL’s customer service operations involved two
key components.

Network analytics

To collect more data about PTCL’s network infrastructure, Nokia implemented its AVA Fixed Network Insights solutions, including:

Nokia Network Analyzer – Copper to assess whether digital subscriber lines were providing the quality and stability needed to deliver high-speed internet and triple-play services
Nokia Network Analyzer – Fiber to determine whether PON and optical links were meeting quality-of-service requirements for the best broadband and fiber-to-the-home services

Automated customer service management

Based on the data collected on PTCL’s network, Nokia then performed a consultancy
study to determine the quantifiable improvements its Service Management Platform
could bring to PTCL’s call centers.

Nokia’s Network Analytics and Customer Care solutions

Nokia’s solution has since been deployed in all PTCL contact centers across Pakistan. Agents are now equipped with single-pane- of-glass visibility, showing all relevant information — including guided resolution steps — to improve troubleshooting efficiency while reducing customer service costs.

In addition, customers are empowered to more easily solve their own issues through a variety of digital channels now available to them, further reducing agent effort. Customers are also reporting a better overall quality of experience across PTCL’s internet connectivity, IPTV and communications services, in large part due to the improved issue prediction and resolution enabled by the Service Management Platform.

“We are committed to digitizing our customer experience and reduce customer effort by meaningful customer interactions with higher on-the-spot resolution. This project has enabled us to re-design our workflows with increased effectiveness at a lower cost. Our collaboration with Nokia has greatly accelerated our organizational transformation.”

Saad Muzaffar Waraich

Group Chief Information Officer, PTCL