Elisa_Traffica

7/21/2019 Elisa_Traffica

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Optimizingoperational efficiency

Success story

Maintaining customer satisfaction

As the leading 3G service provider in the Finnishmarket, Elisa wanted to address an increasingnumber of customer calls that were also becomingmore demanding in nature.

Nokia Siemens Networks NetAct Traffica

has provided Elisas call center with thetools to serve several organizational teamsfor better OPEX efficiency, higher customersatisfaction, and call center employeemotivation.

The Customer Team of Nokia

Siemens Networks also

demonstrated their professional

approach to customer businessissues and after listening to our

requirements came back with a

perfectly matched solution.

Vesa Suomalainen,

Head of the Customer Care

department, Elisa


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02/08 Optimizing operational efficiency

Improvingcall center efficiency

As the leading 3G service provider in

the highly saturated Finnish market,Elisa wanted to address the increasing

number of calls being made to its call

center and the fact that these calls

were also becoming more demanding.

Elisa hoped to optimize its call center

operational efficiency in a way that

also improved its customer satisfaction

scores.

Elisa

Elisa is the leading communications

service company in Finland,

offering its private, corporate, and

institutional customers voice and

telecommunication services,

customized communications

services solutions and network

operator services. Elisa is the

broadband market leader in Finland

with over 1.3 million fixed line

subscriptions, of which broadband

subscriptions comprise over 521,000. By introducing NetAct Traffica forCustomer Care, the Network

Management and Customer Care

management teams brought tangible

benefits to their financial, marketing,

product management, and human

resources colleagues by:

Serving the same number of

customers with 20% less staff

Solving 98% of customer calls on

the first level

Decreasing field maintenance

visits by 15%

Improving customer satisfactionby shortening resolution time and

making proactive customer contacts

Creating better aligned customer

operations with the brand promise

of service leadership

Improving the product design

process by addressing feedback on

product performance

Increasing employee motivation in

call centers


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Better use of competencesfor OPEX efficiency

Elisa is a pioneering GSM service

provider in Finland, with meaningfulcoverage in the fixed services as well.

They have gained a leading position

in 3G markets and realized the

increasing need for flexible allocation

of their call center competences

across mobile and fixed services.

The need is driven by their customers

demand for unified customer services

which they want to access

independently. Additional drivers

include irregular incidents such as bad

weather, when fixed lines are at more

risk and focused action is needed.

Elisas challenge was to address the

increased length of customer calls and

long resolution times due to increased

3G and mobile data usage. In addition,

the earlier call center (CC) solution

prevented flexible use of their

competences across the technologies.

One third of Elisas CC staff supported

mobile services and two thirds fixed

services. The need for mobile service

support was increasing, as was the

pressure for more competitive OPEXefficiency.

With NetAct Traffica for Customer

Care, Elisa successfully built a call

center team which could help

customers access the services they

needed through either mobile or fixed

networks.

Elisas efficiency gain can be

formulated in multiple figures. Theircall center is currently handling the

same amount of customers with

20% less staff. They have succeeded

in solving 98% of customer calls on

the first level. The number of site visits

has been cut by 15%. Special

competences have been transferred

to more demanding new business

development tasks, while 50% of call

center staff are now considered

flexible resources provided by external

companies.

In addition, the feedback from Traffica

users reveals improved employee

satisfaction, resulting in better

performance and general motivation.

One user comments: The benefits

have been remarkable because the

system helps us trace the customer

problem straight to either the

network or the customers device.

This helps us avoid unnecessary

configuration checks and lets us focus

on the correct area from the start.

The benefits have been remarkablebecause the system helps us trace

the customer problem straight to

either the network or the customers

device. This helps us avoid

unnecessary configuration checks

and lets us focus on the correct

area from the start.

Traffica user, Elisa


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Elisas promise to their customers is:

Elisa offers telecommunicationsservices for fast, efficient and secure

communications.

There are cultural differences in the

perceived customer experience,

says Vesa Suomalainen, Head of the

Customer Care department, Elisa.

We have had visitors from Latin

America where the customers want

to get answered in 10 seconds and

after that dont so much care if

resolution takes more time. In Finland,

customers can queue for severalminutes, but expect the problem to be

solved during the call. With Traffica,

we solve 98% of the problems during

the 1st call. Suomalainen continues.

There needs to be a business case

whenever we want to improve customer

satisfaction, says Hannu Ruuhijrvi,

Head of Network Management, Elisa.

We evaluate the business impact of

waiting time by calculating the cost for

reduction, for example from 5 minutes

down to 4 minutes. Traffica helps usto optimize profitable customer

experience management.

Increased usage of data services

also, however, brings more complexityto users. Elisa constantly focuses on

improved customer satisfaction while

keeping control of the pressure on

efficiency. Service leadership requires

seamless cross-technology and

organizational collaboration. With

Traffica, Elisa can add value to various

organizational functions:

Improved product development

through in-depth knowledge of the

specific causes of problems

Improved brand image through

attractive service quality, networkcredibility, and call center efficiency

Better call center employee

motivation through more

demanding tasks and faster

resolution capabilities

Example use case from oneof Elisas Traffica users:

A customer calls and complains that

push emails or a downloaded

application is not working. Naturally

the customer calls from the device in

question.

Situation before Traffica:

We would assume that the reason for

the problem was in the subscription or

access point settings; we would check

the subscription, provide the customer

with instructions how to check the

settings, and then ask him/her to call

back if it still didnt resolve the problem.

This would typically take 15 minutes.

Situation with Traffica:

While talking to the customer we can

simultaneously check the access

point and then after the customer has

described the problem, we already

have the right instructions for them.

This typically takes 7 minutes.Hannu Ruuhijrvi, Head of Network

Management, Elisa

Improved customer satisfactionfor better customer lifetime value


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Seamlessly managedorganizational processes result

in higher customer satisfaction

Customers are acutely aware of

quality and constantly demand betterservices and customer care from

Elisa. The competition comes not only

from the local market but also from

global markets which are accessed

during travel.

The complexity of services is also

increasing, with several varying

options to take into consideration

when accessing and activating them.

The call center therefore faces

continuous pressure to serve an

increasing number of customersand a higher number of problems,

while at the same time decreasing

call center OPEX.

NetAct Traffica provides Elisas call

center with the tools to serve severalorganizational teams for better OPEX

efficiency, higher customer satisfaction,

and greater call center employee

motivation.

Constant changes require revised

business processes from

communications service providers.

For a more holistic management of

customer experience, cross-

organizational processes need to be

managed seamlessly. Traffica has

brought Elisa the tools to solve theseproblems, providing performance

metrics on all levels, continuous

follow-up of Key Performance

Indicators, and peak hours per service

for better service optimization.

With Traffica, we solve98% of the problems

during the 1st call.

Vesa Suomalainen,

Head of the Customer Care

department, Elisa


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WhyNokia Siemens Networks?

Elisa asked several suppliers to offer

a solution to replace the existing one,which users were dissatisfied with

primarily because the resolution time

was unacceptably long.

After testing the offered solutions,

the user teams saw the clear benefits

of NetAct Traffica. The eventual

decision was easy to make due to clear

financial justifications and the pull from

users demanding new solutions.

The Customer Team of Nokia

Siemens Networks also demonstratedtheir professional approach to

customer business issues and after

listening to our requirements came

back with a perfectly matched

solution, explains Vesa Suomalainen.

Usually the implementation phase

shows very clearly how effective asupplier is at fulfilling their promises.

The delivery team understood the

importance of communication and

agreed time schedules and alignments

with the relevant people in Elisas

Network Management and Call Center

teams, continues Hannu Ruuhijrvi.

The overall project took 3 months to

complete and the actual users were

given 2 hour training sessions to get

started. The key users in each area

supported the other users. BecauseTraffica is so easy to use describing

the causes of problems in clear

language instead of technology codes

users started to become functional

right after the short training.


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Conclusion

The close collaboration between

Elisa and Nokia Siemens Networkshas brought proven results to call

center OPEX efficiency, as well as

increasing customer lifetime value

through excellent customer services.

ChallengesReduce number of calls being made

to Call Center

Resolve calls quickly and efficiently.

Increase OPEX efficiencyIncrease customer lifetime value

BenefitsImproved customer experience

through:

reduced waiting times

reduced problem resolution times

Improved OPEX efficiency

Greater call center employee

motivation through

more demanding tasks

faster resolution capabilities

Improved product developmentthrough in-depth knowledge of the

specific causes of problems

SolutionNokia Siemens Networks customer

care solution is customized to follow

CSP`s requirements. In this case,

the solution defined included the

following building blocks:

Nokia Siemens Networks NetAct

Traffica is a real-time traffic

monitoring and analysis solution for

multi-technology, multi-vendor

networks. It provides real-time visibility

of end-users activity and serviceusage, throughout the whole network or

down to cell level. The solution allows

CSP personnel to see, for example,

how much subscribers are using the

services, at what time, from where in

the network, and what problems they

experience.

Nokia Siemens Networks Services

works with you to help find new ways to

improve your business. Our systems

integration reduces the complexity and

delivers end-to-end solutions for agiven challenge. Combination of right

expertise, capabilities and experience

ensure real business success.


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Nokia Siemens Networks Corporation

P.O. Box 1FI-02022 NOKIA SIEMENS NETWORKS

Finland

Visiting address:

Karaportti 3, ESPOO, Finland

Switchboard +358 71 400 4000 (Finland)

Switchboard +49 89 5159 01 (Germany)

www.nokiasiemensnetworks.com

Copyright 2008 Nokia Siemens Networks. All rights reserved.

Nokia Siemens Networks and the wave logo are registered trademarks of Nokia Siemens Networks.

Other company and product names mentioned herein may be trademarks or trade names of their respective owners.

Products and solutions herein are subject to change without notice.

Product code C401-00223-R-200805-1-EN Indivisual

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