As one of the largest cable and telco operators in Finland, DNA offers high-quality voice, data and TV services to more than 3.5 million customers. Its razor-sharp focus on creating “the most satisfied customers” has earned DNA some of the highest customer satisfaction scores, according to a 2015 EPSI Rating.
“We want to make our customer’s lives more inspiring, productive and entertaining,” said Esamatti Vuolle, Certified Commerce Expert, DNA. “We offer connections, services and devices – clearly, cost-efficiently and easily.”
Even though DNA’s receives high marks for customer satisfaction, the company felt there was still more work to be done. According to Vuolle, DNA faces performance issues and other challenges with a self-service system for corporate clients. Complicating matters is DNA’s acquisition of TDC Finland who brought their own self-care portal into the mix. Vuolle said technology like SAP Hybris is helping smooth things over by offering a unified customer experience.
Vuolle’s confidence in SAP Hybris stems from prior success using the technology over a year ago for its consumer business. DNA is currently selling its B2C offering using SAP Hybris Commerce and Telco accelerator.
“It has been quite a success story,” said Vuolle. “Our year-over-year in B2C online sales has grown 65% and our Customer Experience Score is 6 of 7.”
Based those achievements, DNA started implementation of SAP Hybris Omni-Channel Solution for B2B Commerce for its Corporate Customer self-care needs, set for go-live this May.
“SAP Hybris will totally take our customers to a new level of services,” said Vuolle. “Not only will it help simplify our system landscape, our customer service will also use it to better serve corporate customers. That’s what I call a win-win.”
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