Fact-based management improves customer experience

When TeliaSonera was procuring an information system that would help them to identify the right criteria for evaluating customer insight, they utilised Qentinel’s Quality Intelligence methods. In fact-based management the most important aspect was to understand how the information system affected TeliaSonera’s business and customers.

The goals in the Customer Insight area have grown. Technologies and methods have a central role so that TeliaSonera can do the things which they need to, now and in the future. Making sure that matters relating to individual customer service and the customer experience are their number one priority.

Quality Intelligence offers information based on value and quality

Customer experience is a top priority also on the technology side of business. TeliaSonera wanted to develop the quality of campaign management and analytical data, which would enable comprehensive analytics and a campaign management that is as automated as possible. The evaluation of the procurement criteria was done in a close cooperation with data analysts, campaign management and IT.

TeliaSonera felt that the Quality Intelligence service is a more in-depth method than traditional business case calculations. They saw that Quality Intelligence thinking is a very clear way of getting to grips with the value creation of information systems, and that it could be utilised in process development in the future.

TeliaSonera provides network access and telecommunication services that help our customers communicate in an easy, efficient and environmentally friendly way. International strength combined with local excellence is what makes us truly unique – and provides a world class customer experience, all the way from the Nordic countries to Nepal.