Sunrise implemented self-service troubleshooting covering network problems,
modem and account issues and provide a fast track access to a technical expert from the contact center. The solution was built on the solvatio assurance platform reusing existing content and provided the customer a unique technical support experience.
Sunrise‘s solvatio powered self-service technical support was adopted quickly by customers. Evaluation of usage showed that on average appr. 2000 customers use the service per week with an impressive call deflection rate of more than 50% that exceeds the project’s objectives.