Nokia Networks technology helps Telenor Denmark reduce response time to customers
Simplified views to network data make customer care calls nearly 30% faster
Copenhagen, Denmark - Nokia Networks and Denmark's Telenor have taken down 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. The results were achieved through the Reporting Suite for Customer Care, part of the Nokia Performance Manager. The solution is commercially available to all operators.
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. Telenor customer care technical support use the solution to eliminate the time-consuming process of using four different tools.
"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," said 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," said Rabi Daniel, account manager at Nokia Networks. "Having all the necessary information visualized on a single portal greatly simplifies the workload of a customer care agent."
The solution covers 2G, 3G and LTE networks built with equipment from multiple vendors. Reporting Suite for Customer Care can be deployed as part of a Nokia Performance Manager *. Currently, Performance Manager is used by more than 60 operators around the world to manage multi-vendor network performance. Real-time network performance data is collected by Nokia Serve atOnce Traffica**, which is deployed by around 160 operators worldwide.
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As part of the Telenor Group, Telenor Denmark's approximately 2,000 employees help Danish consumers and businesses connect and communicate via mobile and broadband. Telenor makes substantial annual investments in the Danish digital infrastructure. CBB, BiBoB and Canal Digital are also part of the Danish Telenor family. Learn more about Telenor Denmark on www.telenor.dk. The Telenor Group is one of the world's leading suppliers of mobile telephony with 172 million mobile customers and presence in 13 countries world-wide. For information about the Telenor Group, please visit www.telenor.com.
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* Nokia Performance Manager (NPM) encompasses more than 15,000 off-the-shelf Key Performance Indicators (KPIs) and more than 350 multivendor integrations. Operators can reduce OPEX by up to 15% by focusing tasks according to capacity demand, while better information sharing simplifies operations to cut OPEX by up to 4% through faster problem resolution.
** Serve atOnce Traffica cuts through operational complexity to deliver subscriber-level information. The system monitors traffic events, such as subscriber Attach and PDP Context Activation, voice and data calls and SMS deliveries. It also enables operators to see which type of handset each person is using and keeps track of roaming customers. It supports business processes across the board, including operations and maintenance, network management, customer care, service and product development, as well as marketing and customer account management.