solvatio Self Service: an intuitive, powerful tool for self service at Swisscom AG
Swisscom, Switzerland’s leading telecoms company and one of its leading IT companies, is headquartered in Ittigen. Outside Switzerland, Swisscom offers broadband Internet in Italy with Fastweb.
Swisscom AG aims at reducing customer support costs through the introduction of self-service without compromising the existing high support quality.
Using the new “Quick Check” tool, Swisscom customers can now resolve issues themselves through simple visual step-by-step instructions. In addition, the tool features tailored upgrade offers, a home device configuration assistant, smart triage to Swisscom service employees and appointment booking.
With just a few weeks into service the new Quick Check tool already reached a channel share of 20%, an impressive rate after such a short period of time. Usage rates are expected to raise even further over the coming months, so the Quick Check tool will become a valuable element of Swisscom AG’s digital service footprint.
solvatio self-service troubleshooting drives SUNRISE‘s omni-channel and E2E digitalization effort
Sunrise is delivering a full range of services across all market segments. Sunrise is the leading non-incumbent operator in both the mobile (prepaid and postpaid) and landline retail voice markets, as well as the third-largest landline internet provider with IPTV.
Due to a lack of transparency about important business KPIs it was difficult to efficiently manage customer support. Moreover, in the scope of problem management it was not possible to systematically identify and eliminate root causes.
The solvatio Analytics & Reporting Framework allowed for the first time to provide significant KPIs for the customer support management as well as for problem management.
solvatio Analytics has fundamentally improved technical support by enhancing process efficiency, resolution quality and customer experience.
solvatio Smart Analytics Helps Transform Sunrise‘s Customer Service
Sunrise is delivering a full range of services across all market segments. Sunrise is the leading non-incumbent operator in both the mobile (prepaid and postpaid) and landline retail voice markets, as well as the third-largest landline internet provider with IPTV.
Due to a lack of transparency about important business KPIs it was difficult to efficiently manage customer support. Moreover, in the scope of problem management it was not possible to systematically identify and eliminate root causes.
The solvatio Analytics & Reporting Framework allowed for the first time to provide significant KPIs for the customer support management as well as for problem management.
solvatio Analytics has fundamentally improved technical support by enhancing process efficiency, resolution quality and customer experience.
solvatio Integrates A1 Field Service into Assurance E2E Process
A1 Telekom Austria is the leading telecommunication provider in Austria and operates mobile and fixed networks for mobile and fixed-line telephony services.
A1 wanted to reduce costs through extending the E2E support chain with an integrated field service client serving the seamless collaboration between back office and the field service team.
A1 realized a new mobile client for their field service based on the solvatio solution in place. After adding functions for the specific requirements of the field service and adapting the user interface to mobile devices, the new tool was put into operation shortly thereafter.
A1 was able to replace several separate tools with the new solvatio mobile client for field service. As a standardized tool, which has essential information easily accessible it makes collaboration between back office and field service now more efficient than before.
solvatio als zentrale Assurance-Plattform für UPC Schweiz
UPC – eine Tochtergesellschaft der britischen Liberty Global – ist eine führende Anbieterin von Kommunikation und Unterhaltung in der Schweiz und Österreich.
In den vergangenen Jahren hat sich die Komplexität und Vielzahl der angebotenen Produkte und Dienstleistungen massiv erhöht. Dies stellte den Kundensupport von UPC Schweiz vor neue Herausforderungen.
UPC Schweiz führte 2015 solvatio als zentrale Assurance-Plattform zur Analyse, Bearbeitung und Behebung von Kundenanliegen ein. Wesentliche Merkmale der Plattform sind die Bereitstellung und Automatisierung aller Supportprozesse, die Integration mit OSS- und BSS-Systemen, automatisierte Interpretation von Messwerten sowie die lückenlose Dokumentation der Support-Sitzungen.
Durch die Einführung von solvatio als Standardlösung zur Problembehebung bei Kundenanliegen konnte der Kundensupport bei UPC Schweiz standardisiert und automatisiert werden. Damit konnte die durchschnittliche Bearbeitungszeit im Call Center reduziert und eine hohe Kundenzufriedenheit erzielt werden.