Context
Telenor Norway was seeking a better information base when assisting customers calling the helpdesk.
Challenges
✔️ Lack of knowledge and insights
Limited visibility into the service quality of the cable network
✔️ Problem location & identification
Difficulties identifying if the problem was related to just one customer or if a whole area/group was affected
✔️ First-time rights
Make field engineers able to check on–site if they solved the issue
Solution Benefits
✔️ Increased FTR
✔️ More effective use of field engineers
✔️ Reduced number of STB swaps
✔️Significant cost savings
"For Telenor, attaining an excellent customer experience is vital. With the Agama analytics and assurance platform, we get a very good overall view of the entire cable distribution chain in real-time, and we can easily understand KPIs and KQIs on customer level."
Tommy Hexeberg
System Manager Broadcast Services @ Telenor
