Telia Sweden - Increasing customer support efficiency

Like many CSPs in today’s highly competitive communications market, Customer Service is a priority. As a result, Telia is constantly looking to refine and improve work processes to become more efficient, streamlining its business outcomes and improving the customer experience. In particular, Telia identified the potential to improve the handling of mobile support cases. The former process of trial and error where the support employee had to investigate the case in twenty systems was less than ideal. This resulted in long handling times, many re-calls and a poor customer experience generally.

 

Today, with new Subtonomy applications in place, all troubleshooting takes roughly half the time it did in the legacy environment. Complex troubleshooting in particular has become dramatically easier.

 

The biggest improvement is that Telia Sweden now easily can do a pre-screening analysis within just one, single system to see where a problem that affects the customer experience is located. The pre-screening procedure is near effortless even when the issue requires a deep-dive into a technical troubleshooting in the mobile network.

 

Some the project's key takeaways so far:

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• increase the efficiency of its second-line technical support by up to 50%

• upgrade the performance of its own employees by giving them more intuitive tools

• improve its employees onboarding process with demonstrable results.