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As customer service centers needs to adapt to disruptive market changes, digitalization is a key differentiator among brands.

Telenor Sweden has taken ta big step towards automized and digitalized technical customer service for their mobile network services.

Discover how Telenor managed to:

  • reduce calls to technical support

  • implement 24/7 automated technical support in mobile app

  • increase customer engagement

Telenor offers faster Customer Experience
- while reducing agent workload

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How to drive competitive advantages through Technical Self-Service

Soon 50% of mobile subscribers are tech savvy digital natives, who expect that 100% of their interactions with Telco’s is supported digitally – and in their digital channel of choice...

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How mobile operators can empower CS agents to provide the best service experiences possible

Many customer service agents within mobile operators around the world now work from home. For some companies, this change has taken place far too quickly and has therefore resulted in broken customer experiences.

Automate 75% of your
tech support

We help telecom operators digitalize their customer service and improve the customer experience. 

 

Our software platform manages service quality assurance with the objectives to automate big parts of technical support while also providing operator staff with applications to better serve subscribers with complex technical issues.

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Omni-channel service experience

Automated and available 24/7

Provide a seamless, unified and contextual omnichannel service experience across a wide range of platforms for your subscribers. Let them chose the channel to have their questions answered and queries resolved. And continue their service experience in another channel if needed. 

Our areas of expertise

Customer Service

Automated technical self-service for your subscribers will be available 24/7. By providing better and intuitive tools to your agents with text based recommendations, you will empower them to verify & troubleshoot complex issues. First call resolution will increase, calls will be shorter, Customer Service costs will be reduced significantly and customer satisfaction will increase.

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Enterprise & Brand

Enterprise customers can secure a large number of subscribers, high ARPU and willingness to pay for additional services, but they can also be demanding often putting high requirements on service performance. Our platform will supply you with KPIs and Insights about your enterprise customers and brands. You can also share the information with your customers and get alarms. In addition you can up-sell service levels with SLA reports, automate processes and enable a more transparent customer relation.

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Operations

Get an instant visual overall view of your network’s service performance. Our software platform monitors service assurance in real-time. You can use our applications for monitoring and use our API to automatically export alarms and triggers.

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“With Subtonomy, we can monitor and secure service performance on a customer level, which has increased customer satisfaction. We’re also enabled to offer new and more advanced services.” 

 

Marina Rosander
Process Manager Billing and Service & Support at Telenor Sweden

Get in touch

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