Case Study – Sunrise – Analytics

solvatio Smart Analytics Helps Transform Sunrise‘s Customer Service

CUSTOMER
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.

CHALLENGE
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.

SOLUTION
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.

RESULT
solvatio Analytics has fundamentally improved technical support by enhancing process efficiency, resolution quality and customer experience.