Customer happiness at risk
Although current levels of satisfaction were high, user experience across the expanding service ecosystem was growing inconsistently.
The market was changing rapidly and competition was actively looking for ways to challenge Telia’s leading position
Where is the premium?
While the telecommunication prices lowered over time, it was essential to sell more high-value services in Estonia.
Physical does not cut it
In order to stay ahead of competition, Telia needed to reduce manual labour and the number of physical stores.
Net group response
State of art sales channel
Telia together with Net Group created a state of the art digital sales channel with efficient back office systems.
Seamless digital experience
Up to 30% of all retail sales takes place in the new digital channel.
Less manpower needed
75% of all orders are handled automatically.
Consistent customer satisfaction rate throughout all updates.
Less technical risks compared to legacy systems.
Achieve real business goals
Net Group has given us good insight on how to develop projects in a way that brings advantages in real business.