Abstract:
Customer Experience Management is to manage the experience of all the customers by the
service provider itself. It plays an important role to reduce the burden of management for mobile
service providers like Ufone, Warid etc. This project is purely related to GSM network. It will
help the service provider to improve their service quality. It will further enhance the capability to
provide maximum level of satisfaction to customers. We have all the information regarding
every customer as to which call failed or when and how did it get dropped. The program has the
capability to monitor and manage elements of importance for CEM on all customer related KPIs
and indexes including their network and channels experience, geographical alerts and segment
performance etc. KPI’s are Key Performance Indexes on which the CEM calculation is based.
All the information is shown on a live dashboard displaying all the results in tabular and
graphical forms. Our data base requires CEMs results and we saved and manipulated according
to our requirements for the live dashboard. The database is directly connected to the dashboard.
For the dashboard we worked on ASP.net and we made the database in SQL. No work has been
done on this project before. It is the only project where each and every customer is observed and
seen how good or bad his experience related to calls, SMS and data is.
