Telia Carrier Customer Success Story: When They Decided to Win the UX Award
The world’s #1 Internet backbone
~ 65,000 km
The world’s most extensive optical fiber length
Europe’s largest operator
- Service Assurance
- Billing & Invoicing
- Enxoo Commerce
- Telco Extension
“When corporate culture supports customer centricity, striving for customer satisfaction becomes almost natural. With multiple measures aiming to improve the customer experience, Telia has catapulted itself to the Olympus of the industry.”
Telia Carrier is a part of Telia Company. The company is a leading global wholesale carrier and serves major operator and content provider customers with business-critical services, including global Internet transit, datacenter-to-datacenter connectivity, mobile data, and wholesale voice termination.
At the 2018 World Communication Awards (WCA) Telia Carrier won both the ‘Best Wholesale Operator’ and the ‘UX Award’ for delivering the best user experience. Creating MyCarrier Portal has been a part of the success.
Fast-paced changes in the digital world push Telecoms to tighten their relationship with customers. What’s important to modern customers is flexibility – they want to buy in the manner they prefer and be the one who calls the tune. The purchase journey should be as fitted to the unique customer as possible and pose a seamless customer experience in all sales channels.
Telia Carrier has been using Salesforce Platform with the extended and optimized functionalities of Enxoo for Communications – our CPQ-driven solution for the wholesale telecoms and decided to take another step forward. Telia wanted to give their customers easy access to data, services, and processes, as well as to unify the purchase journey across all channels.
Telia Carrier has chosen Enxoo to launch a new customer and eCommerce platform, MyCarrier Portal, based on the central Configure Price Quote (CPQ).
This innovative platform provides a high-level customer experience by:
- Salesforce Live Chat: making customers’ interactions with the company easier, faster, and more intuitive,
- Customer Selfcare Portal: giving them greater transparency and visibility over purchased services,
- E-commerce: enabling to purchase new services and products thanks to self-care.
The company’s new website uses a Salesforce Live Chat function to provide 24/7 real-time support in multiple languages.
With Customer Self-Care Portal, users can open new cases or access the list of previously reported cases or interact with Customer Service Agent, and stay up to date.
The E-commerce section was built on the existing CPQ functionality to keep a consistent pricing throughout the whole business, no matter if it’s a sales rep or a customer who generates a quote.
It enables users to order selected Telia Carrier services online and pay them for using a credit card, thanks to the integration with a payment gateway.