TeliaSonera

Quality Intelligence® and fact-based management

Telecommunication

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.

 

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Benefits for TeliaSonera

01

Recognising the benefits

The Value Creation Model™ helped to understand how an information system fits for the requirements and methods of the business.

02

Customer experience

The different views of the developers were elicited and fit together.

03

Lead a success

Correct and timely information for the decision makers in the right format.

About TeliaSonera

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.

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“I like the Quality Intelligence® way of thinking. It is a more in-depth method than traditional business case calculations. Quality Intelligence® thinking is a very clear way of getting to grips with the value creation of data systems.“

– Lauri Halkola, Group Manager, Data Management and Tools, TeliaSonera

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