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Telenor Networks turned to Accenture to help deliver the new customer information and service capabilities that would drive high performance.
A portal solution based on Oracle Siebel has reduced the time to enter and validate orders from 10 days to just three minutes.
Learn more about Accenture services, research and client successes for the communications industry
Telenor has significantly advanced toward high performance thanks to the new customer portal. The company has reduced the time necessary to enter and validate an order from 10 days to just three minutes.The enhanced responsiveness of the new solution has enabled the company to increase the number of orders processed each week from 400 to 10,000. Up to 98 percent of all wholesale customer orders are now processed online. The portal has also been warmly welcomed by Telenor's wholesale customers only two hours of training on the system is necessary in order to use the portal effectively. Customers are benefiting from timely, accurate response to service requests. Also, through the portal, Telenor has equipped the wholesale customers with a toolkit to diagnose the faulty lines, resulting in cost reduction for Telenor Networks and improved customer satisfaction for the wholesale customers. More complex inquiries can be automatically escalated to the appropriate team for rapid, seamless dissemination and resolution."A partner portal provides the gateway to resolving many customer issues, which has reduced the number of calls and e-mails to the call center and allowed us to be more responsive," says Eriksen. "When customers need to speak to Telenor Networks, they now know their inquiry will be immediately acted upon by a knowledgeable agent using optimized business processes."The Accenture solution also includes an intelligent dashboard of management data that is helping Telenor steer the company more effectively. Based on Oracle Business Analytics, the dashboard is being used by 40 sales and product management staff to provide an intelligent, detailed view of management information, including the number of offers made over a particular period, the products being ordered each day, their volume and their value. This information is available individually to staff as well as on a large plasma screen in the sales department.Accenture research into the characteristics of high-performance businesses has underscored the importance of delivering a consistent, branded experience at every point of customer contact. With the online portal and customer information infrastructure from Accenture, Telenor Networks has significantly advanced toward high performance.
According to Eriksen, "Thanks to Accenture and Siebel, we now have the infrastructure and customer information needed to deliver great service and improve customer loyalty."
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