CASE STUDY

solvatio® SELF-SERVICE troubleshooting drives Sunrise‘s omni-channel and E2E digitalization effort

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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 thirdlargest landline Internet provider with IPTV. Sunrise identified that many customers would appreciate to have advanced testing capabilities to check the proper functioning of their wireline Internet connection. As one of the first telecom operators in Europe, Sunrise decided to introduce a solvatio based Internet Check with a fast track IVR access for all Internet and TV customers and enable them to help themselves in case of basic troubleshooting.

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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.

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“How big is the knowledge gap between first-level and second-level support? Across how many systems is the knowledge and context spread? How can customer support use technology to raise the level of first-level support knowledge?”

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