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Context
A1 Hrvatska was looking to automate customer service providing agents with automated diagnostics and troubleshooting tools.
Challenges
✔️ Complex troubleshooting
Lack of automatic diagnostics and troubleshooting tools
✔️ Legacy IT systems
Integration needed with existing IT systems.
✔️ Ways to improve customer satisfaction
Need for real-time insights into the level of customer experience and ways to improve it
Solution benefits
✔️ Providing real-time metrics and information regarding the DTV service
✔️ Easier way for the customer service agents to understand issues reported by end-users
✔️ Real-time customer dashboards for different types of services, live TV, timeshift, catch-up and start-over.
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Request case study
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