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