Telia's digital journey
“Our main focus is on digitalization and simplification,” explains Tamara Khaliel, Strategic Sourcing Manager at Telia in Denmark
Telia Denmark
Telia, the largest telecommunications company in the Nordic region, has been operating in Denmark since 1995. Telia employs approximately 20,000 people – around 900 of whom are in Denmark, where Telia holds a market share of about 20 percent.
Telia provides various telecommunications services, including mobile telephony, broadband, landline telephony, and IP services. They also offer advanced solutions for businesses and operate a nationwide IoT network while testing the future of 5G technology. With a strong telecommunications infrastructure, Telia connects individuals, businesses, and society, ensuring that the mobile network of the future can handle an increasingly connected society.
The Challenge
With the development of new technology, suppliers face increasing demands, especially in the Danish telecommunications industry, characterized by fierce competition and price pressure. To meet these demands, Telia is working on extensive digitalization of the business to streamline and optimize internal processes.
– It is about making our customer journey as easy and effortless as possible so that customers are happy to be with us, says Tamara Khaliel, Senior Manager in Strategic Sourcing at Telia in Denmark.
– We must always be proactive and optimize the customer journey. The goal is to achieve optimal communication and process flow. It should be seamless to be a customer at Telia. We make everyday life for our customers more colorful, businesses more efficient, and society even smarter, she continues.
A particular challenge for Telia was handling incoming communication in e-Boks, which often contains sensitive personal information. This must be handled confidentially in accordance with the General Data Protection Regulation (GDPR) for the entire EU.
The Solution
Telia has focused on optimizing the handling of physical mail. Previously, half of the received mail consisted of return mail. In collaboration with PostNord Strålfors, Telia has streamlined the processes around physical mail and digitalized workflows.
A significant part of this optimization has been Telia's implementation of PostNord Strålfors' Digital Mailroom solution. This solution is built on a "rules engine," which uses machine learning to automatically classify and distribute incoming messages in Telia's e-Boks to the appropriate recipients within the organization.
Physical letters are now scanned by PostNord Strålfors and sent electronically to employees, eliminating the need for manual handling of both physical and digital mail in Telia's e-Boks. This ensures a secure, digital, and automatic internal distribution of e-Boks messages in real-time, without employees gaining unnecessary insight into confidential information.
The Result
Telia has maintained a clear focus on using digitalization to simplify its business. An important goal has been to eliminate all incoming physical mail. This effort has been so successful that Telia can now use the former mailroom as a meeting room.
- Automation means that we have reduced the number of "touchpoints," and the number of errors has significantly decreased, which is a great advantage for both our customers and us internally, says Tamara Khaliel.
PostNord Strålfors has received and distributed all types of Telia's inquiries, enabling their employees to work efficiently from home.
- The digital handling of incoming e-Boks inquiries allows us to operate virtually, regardless of where our employees are located. The solution has also increased our information security and ensured proper handling of confidential data while helping us minimize the chances of errors, she explains.
