Case Study: Nokia doubles customer growth with UXReactor’s redesigned Service Operations Center

Nokia doubles customer growth rate with UXReactor

Nokia, a major telecommunications company, engaged UXReactor to design a new Service Operations Center (also called the Experience Center) to serve its 32 million UK subscribers. The challenge was that service operators were hindered by inefficient, disconnected software tools and vast amounts of disorganized data, which made it difficult to proactively identify and resolve network service issues for customers.

UXReactor redesigned the software into a single digital workspace that integrated workflows and tools, providing operators with a clear, cohesive view of customer experiences. This solution allowed operators to predict issues and proactively communicate with customers. As a result, the new Nokia Experience Center directly contributed to a 100% increase in the customer growth rate for the phone carrier. UXReactor's design also enabled a single operator to monitor 30,000 customer experiences simultaneously, significantly improving efficiency and job satisfaction.

Nokia