How Bulb & Agama’s innovative solutions support A1 Hrvatska in its digital transformation

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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