Customer Experience Management Platform (CEMP)

Abstract

Fault management plays a major role in Telecommunication industry. An effective and efficient response to customer complaints is an essential index of organization's performance. The presented model for the CEMP has the ability to minimize customers' dissatisfaction and on the other hand it can encourage customers to participate in controlling the provided quality of the services. The customer may feel dissatisfied with the service if he or she receives a delayed response. Customers do not know where to fill the complaint, Current complaint handling in the organization still have these problems. Therefore, CEMP was proposed and implemented to solve the customer faults. CEMP was consisted both a mobile application and a web application linking the customer to technician in the field through a management portal. Proposed system has the functionalities of fault/technician tracking, maintain user profile, nearest technician acknowledgement and customer feedback which are beneficial to both customer and the company.