Using Nokia's solution for customer care management, Denmark’s Telenor has reduced the average length of the operator’s network-related customer care calls from 11 to 8 minutes, saving nearly 30% of time needed to solve problems. Telenor Denmark has selected Reporting Suite for Customer Care, part of the Nokia Performance Manager. Nokia said that the solution covers 2G, 3G and LTE networks built with equipment from multiple vendors and is used by more than 60 operators around the world to manage multi-vendor network performance.
According to Nokia, the Reporting Suite for Customer Care collates a variety of real-time and longer-term data, including trouble tickets, network alarms and key performance indicators (KPIs). The resulting overview is then presented on a single dashboard that enables customer care agents to more quickly pinpoint and resolve network issues.
"We aim to provide the best customer service of any operator in Denmark. The new Nokia Networks Performance Manager solution supports that aim and is already aiding us to deliver significantly better customer service levels. Plus, we are able to work more efficiently, which reduces our customer care costs,”
- Claus Nielsen, OSS senior developer at Telenor
“Most of us know how frustrating it can be hanging on the line while the operator’s customer care operative works behind the scenes to resolve a complaint. With Telenor’s passion to provide a great customer experience and our deep telco knowhow, we were able to speed up customer care calls significantly. Having all the necessary information visualized on a single portal greatly simplifies the workload of a customer care agent.”
- Rabi Daniel, account manager at Nokia Networks
