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.

The new SOLVATiO® Reporting is a big step forward for our organization. We have gained a deeper insight into the different use cases and root causes of the technical support and can define appropriate actions to improve efficiency and customer satisfaction. Based on the current deployment we are looking forward to collaborate with iisy to further drive mission critical Key Performance Indicators and reshape our organization.
David Rivière, Manager Contact Center Services – Operations

I am delighted to see how the new integrated reporting helped to bridge the gap between SOLVATiO® and the business operations by providing an easily consumable look at its utilization displayed alongside key business metrics. Sunrise has now a tool to better understand the correlation between incidents, causes and troubleshooting that contribute to the daily requests to our 1st level support agents. This milestone will help to collect deeper insights for optimizing our customer quality of experience.
Carlo Rossi, Senior Project Manager ITBPPM