Croatian operator implements automated customer care service

One of Croatia’s leading operators is upgrading its customer care processes with a new solution that provides its service agents with the information required to resolve customer issues instantly. Vipnet, the first private GSM operator in Croatia, has deployed Nokia Siemens Network’s Customer Care Automation software, allowing its service agents are able to find the cause of a service problem and solve it without involving further technical specialists.

The Customer Care Automation software features an easy graphical user interface (GUI) that demands no previous technical knowledge from Vipnet’s customer care agents. The software takes data in real time, including customer profile and traffic data, from multiple sources across multivendor networks and automatically detects any inconsistencies or problematic configurations.

By displaying the results of the data in simple terms and offering one-click resolutions, the software can lower the number of calls which need to be forwarded to teams of technical experts, reducing the overall time spent in complaint handling and improving customer experience.

“The growing number of service platforms required for an expanding mobile subscriber base can make monitoring more difficult, compromising the ability of customer care to resolve complaints quickly,” said Dean Kosty, Head of Vipnet Network Management department. “Customer Care Automation has helped us to improve the speed and efficiency of our customer care team, enhancing our customers’ experience.”

“Our solution helps resolve most customer problems on the first call, minimising the need to escalate issues to more experienced and costly technical support teams,” said Dietmar Appeltauer, head of central-east Europe sales for Nokia Siemens Networks. “It helps Vipnet improve end-user service quality while controlling operational expenditure.”

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