SOLUTIONSOLVATiO® powered automated self-service troubleshooting via mobile app and web portal

CHALLENGEImprove customer satisfaction, reduce churn and deflect calls from Sunrise contact center

Case Study

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

2000 self service sessions per week

RESULTdeflection rate with self-service troubleshooting50%

In Q3 2015, Sunrise for the first time provided automated self-service troubleshooting to their customers as an extension of their SOLVATiO® assurance platform which had been introduced in 2014. The service was made available to Sunrise‘s customers via the Sunrise web portal and the Sunrise My Account mobile app as a primary option to resolve issues. The aim of the new feature is to provide troubleshooting around the clock 24/7 and if needed to provide a priority access to the agents of the technical contact center. The application covers automated diagnostics and repair of network, modem and account problems and tight integration into IVR and backend systems.

SOLVATiO®‘s End-To-End integration functionality was leveraged to provide customers with the offer to a seamless troubleshooting via Sunrise‘s contact center. At the end of a self-service session, customers are provided a fast track to a call agent if needed. If the customer uses this option, SOLVATiO®‘s E2E engine transfers all information of the customer‘s self-service session to the call agent‘s SOLVATiO® Helpdesk client. This enables the call agent to pick up the troubleshooting session where it has ended and help individually while saving time. Existing Helpdesk content was reused for the implementation of the self-

service solution. SOLVATiO® building blocks for automated diagnostics of network, modem and account problems were embedded in the self-service application without changes.

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.

SOLUTION

In Q4 2014, Sunrise has introduced the SOLVATiO® assurance platform to all internal and external technical support contact centers.

While SOLVATiO® helped to reduce costs by improving helpline FCR and AHT through standardization of the support processes, only very basic Selfcare functionalities were available on the website and the app. In addition,

Sunrise concluded that many of their customers consulted the website before calling the contact centers.

Furthermore, as market analysis showed, especially younger customers appreciated the possibility to interact 24/7 through modern, state-of-the-art channels, e.g. web portals and mobile apps instead of calling the contact centers.

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.

CHALLENGE

Around 3 million customers use Sunrise products and services in the areas of mobile telecommunications, landline network, Internet and IPTV. The Sunrise business customer division offers individual communications solutions for business customers. The Sunrise mobile network provides 99% of the population with modern mobile network

services. A high-performance fiber-optic network with a total length of 10,000 km enables provision of high quality voice and data services throughout the country. Sunrise can reach approximately 85% of all households with its broadband services. Sunrise operates more than 100 Sunrise centers throughout Switzerland.

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 land-line retail voice markets, as well as the third-largest landline Internet provider with IPTV.

CUSTOMER

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 solution 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

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.

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As evaluation of SOLVATiO® usage had shown, the new self-service solution was quickly adopted by customers and reached 2000 users per week with around 500 new users every week. Obviously many customers appreciate being able to use the tool 24/7 over their mobile and desktop devices and not having to wait in the caller queue until an agent is available. As such, the service represents an important facet in further driving omni-channel for technical customer support.

Customers can now trigger complex diagnostics and execute restoration procedures autonomously to fix potential issues with the Internet connection. Seeing less than 50% of self-service troubleshooting customers contacting the technical

contact center later suggests that the concept to shift work load from the helpline to the more cost-efficient self-service support works.

SOLVATiO®‘s modular and efficient approach made it possible to substantially reuse diagnostic logic and content of the existing SOLVATiO® Helpdesk solution and allowed for a fast and cost-efficient implementation.

Altogether, the achieved results underline that the SOLVATiO® platform is a powerful enabler of omni-channel self-service offerings and smart automated end-to-end solutions, thus contributing significantly to Sunrise‘s digitalization effort.

RESULT

OUR CUSTOMERS

SOLVATiO® Smart Analytics Helps Transform SUNRISE‘s Customer Service

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MEMBER OF THE FOLLOWING ASSOCIATION

iisy AG is one of the leading solution providers in the field of customer problem handling. Since it was founded in 1996, iisy AG has engaged in creating and activating knowledge-based, automated diagnosis solutions for telecom service businesses.

Our core competencies are powerful automated diagnosis solutions, knowledge engineering (KE) and process advisory ser-vices in the focus market service assurance for telecom providers.

Since the year 2000 we have operated as a joint stock company. Our headquarters are in Rimpar close to Würzburg, Germa-ny. The company came about originally as a spin-off of Würzburg University, Chair of Artificial Intelligence and Applied Com-puter Science.

iisy AGKettelerstraße 3-11 | Pavillon 8 + 997222 Rimpar / Germany

www.iisy.cominfo@iisy.com +49 (0) 9365 / 88 99 0

IISY AG