Croatian operator Vipnet has selected Bulb Technologies’ CEMPRESSO Customer Care to automate its customer care service and enhance its network troubleshooting service.
Vipnet needed a comprehensive single diagnostics and troubleshooting tool across all its services and infrastructure domains in order to automate customer care across its xDSL, FTTx, Mobile and cable access infrastructure. As part of Vipnet’s digital transformation, there was a requirement to replace its legacy troubleshooting systems across its mobile and fixed access infrastructure in order to enable the delivery of new services that meet its customer experience and support promises.
“Digital transformation isn’t a nice-to-have, it is a fundamental driver for how our business will continue to serve our customers,” said Ivan Skender, Chief Digital Officer, Vipnet. “Our ability to deliver personalised and enhanced customer service means that subscribers will now be able to interact with our service desks instantly at anytime and from anywhere through our mobile and web applications.”
“The marketing lexicon of the industry now is all about Communications Service Providers becoming Digital Service Providers, but what does this really mean in practice?” said Neven Stipčević, CTO, Bulb Technologies. “For Vipnet, it meant that in just four months, Bulb had worked with them to implement a customer care system that was integrated with multi-vendor infrastructure elements for fixed access, including xDSL CPEs and OSS / BSS, based on real insights from periodic performance data collected from all CPE devices (Cable Modems, xDSL CPEs) and delivering diagnostics and remedy tools for enhanced customer care.”