Active NPS from Subtonomy let you elevate your network with continuous NPS scoring, area-specific service quality correlation, and NPS map representation. Streamline operations and stay ahead with real-time data at your fingertips. ACTIVE NPS Improve your Customer Satisfaction World-class customer-centric brand? Elevate your network with continuous NPS scoring, area-specific service quality correlation, and NPS map representation. Streamline operations and stay ahead with real-time data at your fingertips. Technical service delivery accounts for 20-30% of the customer satisfaction. Technical service delivery accounts for 20-30% of the customer satisfaction. Technical service delivery accounts for 20-30% of the customer satisfaction. Technical service delivery accounts for 20-30% of the customer satisfaction. Monitoring customer perception of Network and Service Quality Many service providers struggle with the growing complexity of maintaining long-term customer satisfaction. This requires increased efforts to sustain positive trends. Traditionally, technical delivery and service accounted for 20-30% of NPS scoring* when measuring customer satisfaction, but conventional methods struggle to generate actionable insights to enhance network and service quality, let alone assess subscribers' perceptions. In contrast, Subtonomy's Active NPS revolutionizes the Customer Experience Index (CEI) by monitoring subscribers' real-time experiences, presenting them through user-friendly maps, and offering insights into the impact of various technical KPIs on subscriber satisfaction. This not only aids in comprehending ongoing network experiences but also facilitates the monitoring of the effects of network improvements or issues. *Svenskt Kvalitets Index: Mobiloperatörer 2020. Correlate NPS with service quality With ActiveNPS application is possible to measure the correlation between the actual service delivery and the perceived quality of service. By continuously sending out SMS to pinpointed or randomly selected customers, the perceived service delivery can be measured and followed continuously for a longer period of time, to plan improvements. For example, this can be helpful in identified areas to measure the perceived service delivery before and after a network improvement work in that particular area. With ActiveNPS application you can correlate the subscriber's subjective NPS scoring with objective service quality KPIs, the subscriber's location, coverage and device. identify what technical KPIs that have the most (and the least) effect on the subscribers NPS scoring. Active NPS: Real-time insights into customer satisfaction Unlock the potential of your telecom operations with our NPS analysis tools, offering you a deeper understanding of your customer satisfaction. From weekly NPS scoring to correlations with critical metrics like CS, PS, and paging issues, our platform empowers you to make informed decisions that drive network enhancements and elevate NPS scores. Dive into the details and discover how NPS correlates with service quality, including factors like location, coverage, and device performance. Continiuous NPS scoring reports Weekly overall NPS scoring and collection volume showing detractors (red), neutral (yellow) and promoter (green). NPS scoring visualized on a map NPS mapped out and correlated to CS, PS and paging issues to provide means to plan network enhancements and improve the NPS score accordingly. NPS service quality correlation NPS correlated with Service Quality (CS, PS and Paging) showing how well NPS scoring follows network service quality such as location, coverage and device. Advanced analytics NPS mapped out and correlated to CS, PS and paging issues to provide means to plan network enhancements and improve the NPS score accordingly. The visualizes map an overview for the entire network and lets the user zoom into to cluster and all the way to a specific cell level and filter on NPS scoring. Weekly Service Quality reporting In the ActiveNPS overview tab a compiled status of service quality KPI scores are presented. Weekly overall NPS scoring and collection volume showing; Detractor in red scoring 0-6, Neutral in yellow scoring 7-8 and Promoter in green scoring 9-10. Insights in the details CS / PS and paging problems are visual in a split view correlated to different NPS scores as well as sites and devices. SUBTONOMY BLOG Active NPS and CEI: The Dynamic Duo for Telecom CX By Subtonomy on Oct 25, 2023 Service providers have started adopting a more active and granular approach, using the customer experience index (CEI) key performance indicator (KPI) to supplement traditional NPS. Read more Get in touch for a free demo

Explore how SubCell revolutionizes radioplanning for mobile networks, ensuring peak performance and customer satisfaction with its customer-centric approach. DISCOVER MORE DISCOVER MORE SubCell SubCell SubCell SubCell Customer-Centric radio planning redefined TRUSTED BY Empower your telecom network with customer-centric radioplanning Revolutionize how you plan, build, and adapt your mobile network with customer-centric radioplanning across all technologies and spectrums, ensuring peak performance and customer satisfaction. With SubCell, navigate the future of network planning with confidence. Customer real-time & historical data Embrace customer-centric radioplanning by utilizing real-time or historical user and device data to enhance site and cell planning, avoiding congestion and optimizing network performance. Seamlessly manage the transition during the 2G and 3G sunset, maintaining a focus on customer needs. Customizable reports Generate tailored reports for selected areas, focusing on specific KPIs for targeted customer and device types, ensuring data-driven decisions. Detailed device analytics Enable a customer-centric approach with access to cell-level insights on device types and network usage (2G, 3G, 4G, 5G), driving strategic expansions, informed sunsetting, and improvements tailored to customer requirements. Advanced cell analysis with SubCell Map UI With SubCell’s streamlined web interface searching for cells, customers, and their devices is effortlessly simple, ensuring you're always a step ahead in planning and analysis. Crafting detailed, customizable reports becomes the norm, not the exception, enabling you to closely examine subscriber impact, device trends, and network performance. Our intuitive map UI brings your network to life, offering deep geographical insights with advanced selection tools for a thorough site evaluation at a glance. Whether analyzing a single site or multiple ones, importing cell/site lists, or selecting directly on the map, every subscriber's home address within your chosen area is clearly plotted, allowing for precise impact assessment. In-depth real-time cell analysis Utilize KPI filters to tailor your view, and with a click, delve into comprehensive KPI data or further explore with SubSearch from the IMSI. In the event of an incident, quickly compiling all pertinent customer information for effective analysis or communication with affected subscribers is seamless, with reports ready for review in Excel or back in our intuitive map interface, keeping your operations agile and informed. Delve into the intricacies of your network with NocMap's detailed, real-time KPI graphs. From a broad network overview to the granular details of individual cells, our dynamic graphs provide a comprehensive visualization of your network's health. These interactive graphs not only display current data but also allow you to drill down into specific events for a more thorough analysis. For a broader perspective, historical graphs are readily available, offering valuable insights into past performance and trends. This blend of real-time and historical data, presented through an intuitive user interface, makes NocMap an indispensable tool for precise and informed network management. Handling complexity and understanding user experience is key to efficient network operations. We use Subtonomy to help us stay efficient in an ever changing environment. KAJ AHLKVIST Network Quality, 3 Sweden & Denmark Festival woves - When there's rock and roll but no data to share the experience SUBTONOMY BLOG Whether you’re hoping to see Taylor Swift at Roskilde, the Artic Monkeys at Sziget, Kiss and Iron Maiden at Download, or Billie Eilish at Glastonbury, Europe is just entering festival season, which attracts young people from across the continent. By Subtonomy on Jun 21, 2022 Read more Get in touch for a free demo

5G Fixed Wireless Access (FWA) and mobile broadband technical customer support solutions from Subtonomy offer world-class experiences and support. Revolutionize your 5G FWA tech support BEYOND SUPPORT EXPECTATIONS Accelerate into 5G broadband with our Fixed Wireless Access (FWA) support suite , designed to operate seamlessly across all your digital channels - from AI chatbots and mobile apps to self-service platforms, automations, IVR, and call centers. Leveraging the efficiency and scalability of 5G FWA technology. Our advanced solutions proactively manage cell congestion and optimize connectivity for peak performance. Telenor Sweden's success with Subtonomy Telenor Sweden's Mobile Product Manager, Lisa Lundbäck, shares an inside look at enhancing customer experience with SubSearch from Subtonomy. Find out how Telenor's commitment to excellent support and Subtonomy's innovative tools reduce wait times and improve self-service. The tech support behind your 5G FWA success Deliver superior 5G FWA service Assure customers with reliable broadband backed by Subtonomy's expert support solution. Validate cell allocation Validate if the outdoor unit is connected to the allocated 5G FWA cell or if adjustments is needed. Conquer network congestion Pre-evaluate mobile network capacity to avoid congestion and ensure optimal service capacity and preserve your brand's reputation. Streamline 24/7 support Unlock world-class support with our consolidated and seamless 5G FWA solution across all channels. Avoid congested cells Avoid congested cells Avoid congested cells Avoid congested cells While 5G FWA offers blazing speeds, occasional cell congestion can still be a hiccup. Our solution empowers your support agents to swiftly confirm your customers' outdoor unit connections to the allocated network cell. If there's a hitch, our agent dashboard lights up with expert recommendations. The support agents can spot service anomalies caused by cell congestion and recommend outdoor unit updates or relocation adjustments for the lightning-fast internet they signed up for. Level up your FWA support agent experience Level up your FWA support agent experience Level up your FWA support agent experience Level up your FWA support agent experience With increased customer expectations for 24/7 connectivity and availability, the role of customer service agents is more important – and more complex – than ever. The support agent desktop streamlines the workflow by consolidate all necessary tools in one interface for speedy and efficient troubleshooting and customer guidance as well as streamlining the agent workflow. Empower 24/7 Self-Service Empower 24/7 Self-Service Empower 24/7 Self-Service Empower 24/7 Self-Service Empower both engineers and customers in self-service channels, guiding the installation of outdoor and indoor units, advising on reboots, and clarifying whether issues stem from hardware or the network. With an accurate 360˚ customer-centric service view, you can instantly alert only customers affected by a service anomaly to provide a personalized customer support experience, and real-time updates. And with personalized tech support in your customers' pocket, you’ll always be open to serve. One connected agent desktop Empower your agents by giving them a connected desktop and provide them with all needed customer-centric service data in ONE single tool. Your agent will be empowered to identify if, and what trouble, the individual customer is experience and next best actions on how to resolve the potential issues. Any issues affecting the customer’s network experience or device performance is clearly stated to support agents via color-coded and clear text messages. THE NUMBERS 3s Display pre-analyzed search result in 3 seconds. 1 Everything is displayed in ONE consolidated agent desktop 360˚ 360˚ customer-centric view of service experience 60 Reduce escalations by 60%. 47% Decrease average handling time by 47% per case. 100% Satsified client base. Read more about FWA in our recent blog posts

Take our test and assess how future-ready your telecom customer support operations are today, and get actions to move to the next tier. How Future-Ready is your Customer Support? In-depth assessment, tailored 30-page analysis and actionable advice. Get your Maturity Score Why take the assessment? In today's fast-evolving telecom landscape, exceptional customer support isn’t just a goal. It’s a competitive advantage. Get a clear maturity score of your support operations This is your opportunity to assess your current state, uncover strengths and gaps, and gain actionable insights to enhance your chat, voice, and contact center operations. Your personalized insights are designed to guide your journey, whether you’re optimizing foundational elements or exploring cutting-edge AI. Let's Get Started What you'll get Your personalized maturity score – a tailored 30-page detailed analysis of where your business stands today. Expert recommendations – clear next steps and strategic recommendations to help you level up your telecom customer support, divided per channel. Key performance indicators (KPIs) – to measure your progress for each channel recommendation. How does it work? The test opens in a new window and will take 10-12 minutes to complete. The questions cover four essential areas - Business maturity, Chat, Voice Calls & IVR , and Contact Center Operations. You'll get a 30-page tailored report that gives you a clear view of your current level of maturity (Late Adopter, Advancing, Innovator, or Pioneer) – and how to get to the next level. Get your Maturity Score

Telia has refined and improved work processes to streamline its business outcomes and improve the customer experience with new customer support tools from Subtonomy. Telia Sweden - Increasing customer support efficiency 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. Download this case to find out how they have increased support efficiency of its second-line technical support by up to 50%.

Telia has refined and improved work processes to streamline its business outcomes and improve the customer experience with new customer support tools from Subtonomy. Telia delivers excellent Customer Experience with Subtonomy As technology evolves, so do our expectations of excellent customer service. Regardless of what we want to do, we want it to happen immediately, at a time that suits us, and via our channel of choice. And when we speak on the phone or chat with customer service, we want to get our problem solved first time, every time. Download this case to find out how Telia building tomorrow's Customer Experience.

Telenor Sweden uses technical self-service API from Subtonomy in their technical customer support journey to improve the customer experience. Telenor's automated self-service offers improved customer experience Telenor Sweden has implemented technical self-service for their customers. The target has been to offer a faster service to customers while reducing support agent workload. Already after some use cases are live, they could see improvements and several common KPI's in customer service and an improved customer experience. Download this case to find out how Telenor's automated self-service offers improved customer experience.

Meet Subtonomy at Mobile World Congress ( MWC) 2024 in Barcelona. Mobile World Congress 2026 Join us at MWC to Transform Customer Support with AI-Ready APIs! Date: 3-6 March 2026 Hall 2: Meeting Room #TBC Location: Gran Fira, Barcelona Learn more Meet us Supercharge Your Telecom Support with Subtonomy Explore how our cutting-edge AI-ready APIs are revolutionizing customer support in telecoms. From eliminating wait times with intelligent self-service tools to driving operational excellence through real-time network insights, we empower you to deliver world-class customer experiences. Why Meet Us at MWC? Effortless Self-Service: Our advanced support solutions including AI-ready APIs handle most support queries seamlessly, enabling personalized, on-demand resolutions that keep customers satisfied and engaged. Boost KPIs That Matter: Achieve higher Customer Effort Scores and NPS while reducing costs with tools designed specifically for telecom customer support. End-to-End Network Visibility: Equip your support teams with proactive diagnostic tools that resolve network issues faster and more efficiently. Subtonomy is the trusted partner for telecoms that is ready to elevate their support game. Let’s discuss how we can help you lead the way in technical customer care. Pre-book meeting

Join Subtonomy and Telecoms.com insights team in this white paper to and learn how automation is at the centre of improving efficiency and growing top line for telecom operators. How telcos can create value with multi-faceted automation Telecom operators are striving for growth, which could materialize in growing top line as well as improving efficiency. Automation is at the centre of these efforts if they are to succeed. With the right data and the right tools, automation can go far beyond network operation to help shore up telco performance in multiple dimensions, including error prevention, data-based decision making, improved customer service and customer experience, and uncovering new business opportunities. This white paper is created by Telecoms.com intelligence team 2021 and sponsored by Subtonomy. Let’s take a look!

Subtonomy has teamed up with Telecoms.com in this years prestigious Annual Industry Survey 2021. Annual Global Industry Survey 2021 together with Telecoms.com Strong interest in automating customer service to support new 5G services Subtonomy has teamed up with Telecoms.com in this years prestigious Annual Industry Survey. We are delighted to share the results of this years in this special report. As usual, this year’s report begins with our comprehensive sweep of the telecoms landscape, before taking a deep dive into six specific areas that are critical to telecoms today and tomorrow. They are 5G, Digital Transformation, BSS Modernisation, Broadband, Open RAN, and Customer Service Automation. Here are some of the key findings: 5G initial deployment, 5G densification, and digital transformation top the investment priority list Seven out of ten respondents think 5G has met or exceeded their expectations More than half have security concerns around running telco applications in the public cloud Nearly half use a converged BSS stack to serve both consumers and enterprises Three-quarters believe government funding for broadband is not enough Nearly half have already deployed Open RAN or plan to do so soon Close to seven out of ten already offer or plan to offer APIs to enterprise customers to enable self-troubleshooting Please fill in the short form below to receive a copy of this report.

In this Subtonomy GDPR-policy, we will explain the general terms and conditions that apply if you provide one or more personal information to us at Subtonomy. Subtonomy GDPR- policy Our customer integrity is important to us and therefore we at Subtonomy have updated the terms of our privacy policy and further adapted to the General Data Protection Regulation. We are open with what data we collect about you and why. We will not sell your information to third parties. This document contains the general terms and conditions that apply if you provide one or more personal information to us at Subtonomy. Subtonomy AB is the legal entity that is responsible for the personal data handled by Subtonomy. In this policy, we will explain what personal information we collect about you and how we use it. You can withdraw your consent at any time by contacting us at info@subtonomy.com or through the unsubscribe link in shared in marketing emails. Such repossession will also mean that you will no longer receive, news and other information from Subtonomy and that you will also have limited access to the content on our website. Information we collect At our first contact When you visit www.subtonomy.com and contact us via a website form, it is mandatory that you leave your name and e-mail address. When you enter into an agreement with us, register for events and want access to our whitepapers or similar information, it is mandatory that you enter your: first name, last name, e-mail address, company, telephone number and your title at the company you work for. At all times, you are also required to accept our general terms and conditions linked to this privacy policy. Cookies Our online services may contain cookies (a small text file that is saved on your device when you visit a website). Subtonomy’s cookies do not contain any data that can identify you as a person, but they give us the opportunity to store your behavior between different interaction occasions. It also means that we can better adapt our communication to you. Information we collect Which events you have participated in and been interested in What written content you have been interested in and downloaded Which pages you have shown interest in on Subtonomy.se Number of opening emails from Subtonomy Number of clicks on specific links in emails from Subtonomy And other public information that you provide in your interaction with us. The purpose of collecting personal information is to operate, develop and create added value for both you as a customer and for us as a company. The information you provide us, we use to understand what you are interested in and so that we can then send relevant content that we think you would be interested in. 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Regarding marketing and follow-up and development of Subtonomy services and activities - the tasks are handled only within Subtonomy. Personal Data Representative Subtonomy has appointed a so-called personal data representative, whose task is to ensure that the processing of personal data is correct and compatible with current rules. The personal data representative also has the task of helping customers get incorrectly registered information corrected. To get in touch with the personal data representative, you can send an e-mail to info@subtonomy.com The person responsible for personal data is: Subtonomy AB, 556892-0523 Katarinavägen 19 116 45 Stockholm www.subtonomy.com Communication How does Subtonomy communicate? Below are examples of communication and marketing that you will receive when you are part of Subtonomy’s database. You will receive information about, for example, events, news and content such as articles, blog posts and white papers - which we think is interesting for you. Sometimes we also want to share your opinions so that we can improve our services, which is why we may contact you for evaluations and surveys. Subtonomy mainly uses e-mail but sometimes also telephone, SMS and letters to communicate with you. Rights of the data subject You have the right to request an extract from the register of what information we at Subtonomy process about you. You also have the right to request that certain information be deleted or altered if it is incorrect or incomplete, or if you have objections to processing for marketing purposes. If you have any questions or concerns, just get in touch at info@subtonomy.com . Entry into force of the policy: 30 September 2020.

Download and read our telecom customer success stories - read how Telia and Telenor have improved their customer experience with tools from Subtonomy. Customer success stories Customers' success is our success. Download and read how telecom operators like you use Subtonomy's solutions to elevate their customer support and service operations center. Telenor Sweden delivers exceptional 5G FWA experiences Download now Telia Norway sharpens precision in SAR operations Read now Telia Company delivers excellent customer experience Download now Telia Sweden - Increasing customer support efficiency Download now Telenor's automated self-service offers improved customer experience Download now Telia Finland: 10 keys to success in an cross-division implementation project Download now Telia Estonia cut customer support escalations by 60% Read now Telia Norway improves Roaming customer experience Read now