Tele2 is one of Europe’s fastest growing telecom operators, always providing customers what they need for less. They have 15 million customers in 10 countries. Tele2 offers mobile services, fixed broadband and telephony, data network services, cable TV and content services.

The Objectives

  • Provide web, mobile & PDF account views and self-care capabilities for all post-pay customers
  • Deliver up-to-date account information
  • Live in less than 6 months

Why BriteBill?

  • High impact online services delivered in tight time frames
  • Billing presentation and UX expertise
  • Managed service capability

The Results

  • Lower call center volumes
  • Large increases in self-care activity
  • Customer adoption led through mobile channel

The Challenge

Tele2 NL has committed its future to the Dutch market with their recent purchase of the 4G License and needed a self-care capability which would not only support its approximately 1 million current customers, but also the changing requirements of those who will join as the services expand.

To maximize ebilling, lower customer support costs and to deliver service capability consistent with their customer messaging, Tele2 NL needed a highly functional and informative self-care capability available quickly but with the capability to modify simply over time.

The Results

BriteBill delivered a fully managed self-care capability live to Tele2 NL customers in under 6 months. Customers now have the ability to answer many of their account queries themselves and perform account management tasks using BriteBill's self-care service.

The BriteBill solution has enabled Tele2 NL customers to view their unbilled balance, analyze their account consumption, access their previous bills and see trends over time, and change basic account settings and personal details. Tele2 also now has the ability to personalize the user experience for different customer types and use cases so as to ensure that all customers are not treated in a generic impersonal manner.