“Our main focus is on digitalization and simplification,” explains Tamara Khaliel, Strategic Sourcing Manager at Telia in Denmark
Telia prioritizes superior customer experiences. Paying your smartphone bill should be smart, simple and speedy. And if a reminder is required, an ordinary text message should suffice.
“It’s all about eliminating as many ‘pain points’ as possible in our customer journey. We want our customers to feel happy when they interact with us,” says Tamara Khaliel.
Telia is the largest telecommunications company in the Nordic region, employing a total of 20,700 people. In Denmark, the company has a 20 percent share of the market.
Telia issues somewhere in the region of nine million invoices every year, so simply digitalizing the invoice processing translates into huge savings.
“In addition, we have to send out 300,000 reminders per year. They cost us an average of DKK 250 each. Every successful payment means major savings for us – as well as more satisfied customers,” continues Tamara Khaliel, who goes on to explain that the number one priority is to make things as easy as possible for customers.
With PostNord Strålfors’ dynamic solutions, such as connection to MobilePay and invoices sent directly to your digital mailbox, we are significantly improving the customer experience.
Simpler everyday life
“We’re examining the potential of in-depth digitalization. We want as much of our communication as possible to be digital,” says Tamara Khaliel.
The objective is to obtain an optimal communication flow, in which processes interact and information stays still as little as possible.
“We want being a customer of ours to be a problem-free experience. With PostNord Strålfors’ dynamic solutions, such as connection to MobilePay and invoices sent directly to your digital mailbox, we are significantly improving the customer experience. As an added bonus, customers also pay quicker.”
“We will have to put much less time into dealing with reminders. The time we save with that can be devoted to other, more strategic tasks. We’re counting on more-or-less halving the costs associated with reminders once everything is up and running,” says Tamara Khaliel.
She describes how the key is optimizing how they communicate, so that customers view the process as being easy and efficient.
“Every successful payment means a big saving for us as well. So, the easier it is for customers to pay, the better it is for everyone,” emphasizes Tamara Khaliel.
Telia has worked in a targeted way with its physical mail items. Nearly half of the incoming mail Telia used to receive was return mail. Together with PostNord Strålfors, the company has now optimized the processes and digitalized the entire flow.
“We have benefited greatly from this solution during the Covid-19 pandemic. PostNord Strålfors receives our letters and requests, and distributes them digitally within our organization, even to home offices.”
The solution includes a rules engine with a layer of artificial intelligence, which memorizes any new mail handling rules. This allows numerous processes to be automated once and for all. The physical letters have been scanned by PostNord Strålfors and then sent out to employees digitally for the last few years.
The solution has been a great help during the pandemic
“We have benefited greatly from this solution during the Covid-19 pandemic. PostNord Strålfors receives our letters and requests, and distributes them digitally within our organization, even to home offices.”
“The digital management of incoming mail will enable us to function as a virtual organization even after the pandemic,” says Tamara Khaliel.
