Telia campaign to enhance customer perception

TeliaSonera Sweden has launched a new coverage map to support their main market campaign focusing on the leading position of Telia’s mobile network coverage. The new coverage map is designed to work seamlessly across PC’s, tablets and phones, as the latter platforms frequently are used by subscribers to follow-up on TV commercial.

Coverage and mobile broadband speed are key attributes used by mobile operators to enhance their reputation and secure more business. It is also regarded as the foremost value for customers, even ahead of price and customer service. But, it is not sufficient to build a great network if current and potential customers does not know about it. Extended coverage maps is key for many leading mobile operators to communicate their network investment in a transparent way.

In Scandinavia, operator TeliaSonera has taken the lead in openly publishing their service offering information on the Internet. Customers are able to see the type and quality of coverage as well as the realistic minimum and maximum broadband speeds available at a specific location or post code. Current service outages as well as network upgrades and expansion are also visible, plus customers are able to upload on-line complaints related to coverage.
A key enabler for TeliaSonera to achieve this level of transparency with customers is CellVision’s solution for customer communication and network visualisation, mBOSS.Moving communication about coverage on-line has created “a win-win relationship with customers”. Not only has this reduced customer service costs, customer satisfaction has increased and consequently market share. The coverage map, representing Telia’s out-door coverage, can be seen on

http://www.telia.se/privat/support/tackningskartor.