Sunrise – Self Service

SOLVATiO® self-service troubleshooting drives SUNRISE‘s omni-channel and E2E digitalization effort

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

Sunrise identified that many customers would appreciate to have advanced testing capabilities to check the proper functioning of their wireline Internet connection. As one of the first Telecom Operators in Europe, Sunrise decided to introduce a SOLVATiO® based Internet Check with a fast track IVR access for all Internet and TV customers and enable them to help themselves in case of basic troubleshooting.

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customers use the service per week
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more than 50% call deflection rate

Solution

Sunrise implemented self-service troubleshooting covering network problems, modem and account issues and provide a fast track access to a technical expert from the contact center. The solution was built on the SOLVATiO® assurance platform reusing existing content and provided the customer a unique technical support experience.

Result

Sunrise‘s SOLVATiO® powered self-service technical support was adopted quickly by customers. Evaluation of usage showed that on average appr. 2000 customers use the service per week with an impressive call deflection rate of more than 50% that exceeds the projects’ objectives.

By establishing the self-diagnosis as the very first step of the support process, we successfully built the foundations of our digital service assurance strategy. In a context where customers demand the best QoE for triple-play services, the v ensures a flawless and compelling experience to an ever growing number of users that are reaching Sunrise on the web. We look forward to our continued partnership with iisy to achieve the next stage of our digital journey.
Carlo Rossi, Senior Project Manager ITBPPM