Case
Telia Inmics-Nebula

Telia Inmics-Nebula
Company
+250%
NPS
RESULTS

Increasing NPS score by 250%, improved churn and reduced reclamations

Telia Inmics-Nebula is part of Telia Finland  and they are a Finnish ICT service provider. With over 500 employees, Telia Inmics-Nebula offer services to all kinds of companies that want to have a more efficient business regardless of the size, industry, or maturity stage that they are in.

Challenge

In 2020, Telia acquired and merged Telia Inmics-Nebula and Telia Data-Info into one unit. Following the acquisition, a company called Telia Inmics-Nebula was developed. It was a tough year due to the merger. Aligning services, products, and processes were challenging and took a lot of time and resources.

At that specific time of the merger, their NPS was around 17-20. Heli Ollilainen, Customer Experience and Insights Manager, at Telia Inmics-Nebula, wasn’t at all satisfied with the score, she knew that they had to do something about it as soon as possible.

Before they took Lumoa into use, they already collected feedback somewhat systematically, but the issue was that the feedback wasn’t really used for anything. Some teams sporadically read the feedback time by time, but they didn’t have a structured way to manage the feedback.

Heli Ollilainen, Customer Experience & Insights Manager

In addition, reclamations and churn are important operational metrics that Telia Inmics-Nebula follow regularly. They knew that their NPS score somewhat correlates with the number of reclamations and service terminations, which have an impact on their revenue. For that reason, it was crucial for them to understand what the issues are that are impacting negatively on the NPS score.

Solution

Telia Inmics-Nebula use NPS as their main customer experience KPI. They aim to ask for feedback at every customer interaction. They ask for feedback in different occasions, for instance when the customer is using their services. As soon as a customer contacts them, a new service request is created in their ticket system and when the ticket has been resolved, an NPS survey is sent to the customer.

Understand the experience in every touchpoint

Telia Inmics-Nebula has several thousand customer interactions monthly. Although the volume of created support tickets per month is high, with a response rate of 5-15%, they receive about 1000 feedbacks per month.

“We aim to improve our response rates, and we still have “blind spots” in some parts of the customer journey where we don’t get any feedback”, states Heli.

Their goal is to understand the experience in every touchpoint of the customer journey. To tackle the issue of blind spots and to increase the response rates, they have decided that they will start measuring CSAT in interactions where it’s more appropriate to ask such a question, rather than NPS.

“We want to develop our customer journeys further. Therefore, we also want to optimize the way we collect feedback so we get the answers that we want in specific touchpoints. That is why we’re planning to use CSAT in certain parts of the journey”, says Heli.

In addition, one of the reasons for taking Lumoa into use was to have an easy way to justify the improvements that are needed, and they could have a systematic way to follow up on the results.

“We wanted to talk about the feedback and our customers more actively in staff and team meetings.”, comments Heli. 

Result

Telia Inmics-Nebula looks at their NPS as a whole, but they also look at the specific NPS for each customer segment, which they divide into Continuous Services and End-user Services.

End-user Services: These are their Service Desk customers, which is mainly a service that they provide for SME companies. The NPS for their End-user Services has always been good, and their NPS has been around 80. In 2020, they even won a prize for the best service desk of the year.

Continuous Services: This segment includes customers from all other services that they provide to all sizes of companies. This includes all services such as Cloud Services, Webhosting, Devices as a Service, licensing, or one-time purchases of laptops, mobile phones, etc. The NPS for this segment was just slightly over 10. They understood that this was the customer segment where they needed to focus on.

New insights led to concrete action

When Telia Inmics-Nebula took Lumoa into use, they looked at the insights that Lumoa had generated, and they quickly identified what their pain points were.

They noticed that a lot of our customers were complaining about their response time. The reaction-time in their customer service was too slow, and their customers wanted faster support.

“This was an important insight for us, a big break-through”, says Heli.

Heli quickly understood that they needed to ensure that they have the right people, at the right place, at the right time.

They looked into their ticket queuing processes. They understood that they had to simplify the process. They reduced the number of queues and made other basic changes to the process and managed to improve the response time in customer support.

Increased the NPS score by 250%

Heli and all teams at Telia Inmics-Nebula have done some remarkable improvements to the customer experience. The overall NPS score a year ago was 17, and today it’s 60. They have increased their NPS score by over 250% in a year!

“We knew where our pain points were and that’s also where we have to improve our processes and put our resources on. We have also understood the art of managing tickets. Improving customer experience is always a team effort.”, says Heli.

Improved churn and reduced reclamations

The improvements that they have made have also improved the handling times, and their operational metrics, with reduced amount reclamations and improved churn.

By having an easy way to identify the topics that had the biggest negative impact on the overall score, Telia Inmics-Nebula selected certain focus areas that they chose to prioritize. Based on the identified pain points, they used it as a driver for making decisions that improved experience in these areas.

“With Lumoa we can clearly see what are the topics that our customers are mentioning in the feedback, and we can see how much each topic impact on the overall score. This has been out of doubt the most important thing for us.”, states Heli.

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