Key challenges

Customer happiness at risk

Although current levels of satisfaction were high, user experience across the expanding service ecosystem was growing inconsistently.

Growing competition

The market was changing rapidly and competition was actively looking for ways to challenge Telia’s leading position

Where is the premium?

While the telecommunication prices lowered over time, it was essential to sell more high-value services in Estonia.

Physical does not cut it

In order to stay ahead of competition, Telia needed to reduce manual labour and the number of physical stores.

Net group response

State of art sales channel

Telia together with Net Group created a state of the art digital sales channel with efficient back office systems.

Value gained

Seamless digital experience

Up to 30% of all retail sales takes place in the new digital channel.

Less manpower needed

75% of all orders are handled automatically.

Happy customers

Consistent customer satisfaction rate throughout all updates.

Lowered risks

Less technical risks compared to legacy systems.