Telecom retail store digitalisation without integration
To improve customer experience and reduce fraud
Telenor’s store network runs on a franchise model. Having store operations run by multiple companies posed a major customer support challenge.
Telenor’s internal customer service is centralised, but with no central document repository, each store was responsible for its own contracts. Resolving a customer issue, therefore, meant contacting the individual store.
The paper contracts were stored in either warehouses or within the stores. Locating an older contract sometimes required a salesperson to travel by car to a storage facility, and even these costly measures didn’t guarantee success, as paper contracts can simply get lost.
Too often, the result was lost customers and huge churn costs. A related problem was that fraud cases were resolved very slowly, again leading to increased work and customer dissatisfaction and loss.