Case study – A1 Hrvatska

A1 Hrvatska, part of A1 Telekom Austria Group, employs about 2,000 people and takes care of the digital communication needs of 2 million customers on an everyday basis. It strives to improve its customers’ digital experience with innovations and solutions.

HOW BULB & AGAMA’S INNOVATIVE SOLUTIONS SUPPORT A1 HRVATSKA IN ITS DIGITAL TRANSFORMATION

A1 Hrvatska, part of A1 Telekom Austria Group, employs about 2,000 people and takes care of the digital communication needs of 2 million customers on an everyday basis. It strives to improve its customers’ digital experience with innovations and solutions.

A1 Hrvatska was quick to recognise the potential of the latest data-analytics technology. It wanted to take advantage of a solution that provides opportunities that seemed futuristic only twenty years ago but can now be rapidly and economically implemented.

This led A1 Hrvatska to reinvent its customer service and empower its representatives with a state-of-the-art solution for fast diagnostics and guided troubleshooting.

Determined to reinvent standard customer support processes and transform them into new digital flows for both customers and customer support representatives, A1 Hrvatska had far-ranging requirements, such as:

  • Automation and simplification of standard troubleshooting
  • Integration with existing IT systems
  • Flexible customer-care solutions
  • Improved customer satisfaction

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“To our great relief and satisfaction, with collaboration and coordination, Agama and Bulb overcame a big obstacle to get the video data to Cempresso thus reducing time for agents for troubleshooting by having all the data in one tool.”

Kristijan Rebelić, Quality Management Team Leader at A1 Hrvatska