Tele2Opportunity
Many consumers across Europe use telecommunications provider Tele2 for their internet
and mobile services. In the Netherlands, Tele2’s customer care team handles a wide rangeof customer queries related to the company’s television, internet, telephony, and mobile 4G
services on a daily basis.

Solutions

Since Tele2 has such a large number of employees advising customers on the use of its

Verint® Knowledge
Management™

products, it is imperative that the company ensures employees effectively communicate thecorrect information to customers on a consistent basis. This is particularly important giventhat Tele2’s customer care staff is spread across several Dutch offices, an external call centre,
and a range of retail stores.
“If your staff provides customers with the wrong information, it can lead to customer
dissatisfaction – no matter how good your products are,” notes Ingrid van der Fits, customer

Industry

service experience manager at Tele2. “We wanted to implement a knowledge management
system to give employees access to the relevant information needed to service customers
effectively and consistently. At the same time, we wanted to equip our staff to resolve queries

Telecommunications

on the first call, helping us reduce and prevent repeat calls.”

Solution
After evaluating a number of solutions, Tele2’s Swedish headquarters decided to implement
Verint® Knowledge Management™ across its Tele2 branches in Europe. “The most importantRegion

criteria for us was that knowledge content be stored in a viable way,” explains Sebastian Gerrits,knowledge manager at Tele2. To achieve this, Tele2 structured and categorised information

Netherlands

about each of its products. The categories were then mapped to recurring, common customer
issues gleaned from customer calls.
“Imagine that a customer has a mobile telephone contract and calls with a question about
an invoice,” Gerrits adds. “Our customer care representative can immediately locate
the relevant information pertaining to the query, as it is now categorised and structured thesame way for each of our products.”
It took Tele2 around four months to set up its knowledge management content andsystem. “A good deal of content was already present in our existing KANA® IQ
knowledge management system,” explains van der Fits. “The majority of work
revolved around adapting and migrating the content so that it met our newrequirements. The implementation of Verint Knowledge Management itself took
place relatively quickly.”

Results• Increased customer andemployee satisfaction.
• Ensures more effective
and consistent employee
communications
with customers.
• Improves knowledgetransfer and enables
more focused employee
skills training.

“ Verint Knowledge Management has become the backbone of ouroperations. More and more departments want access to the knowledge
management system – even those with no direct customer contact.”– Ingrid van der Fits, Customer Service Experience Manager at Tele2
Adapting the knowledge content meant also adapting theand where they lack specific information. Based on thestructure of the content, as well as its layout and the way it was

feedback, we can modify the content to further help improve

written. “For agents on the phone, we had to make it easy forprocesses, employee performance, and customer satisfaction.”them to find the right information while effectively continuing
conversations with customers,” explains Gerrits. “We took thisIn addition to the implementation of Verint Knowledge

into account by writing the knowledge content in a specificManagement, Tele2 has adapted the knowledge management

way. For example, we used bullet points and short sentences

processes to ensure that the content is always up-to-date,to make content easier to find, digestible, and actionable.”and also deployed training around the usage and benefitsof the system. “I can also say with certainty that employee

To help ensure that content was easy for agents to find,satisfaction has increased,” says Van der Fits.

team leaders from across departments were included in theimplementation process, since they are closest to the pulse

Today, Verint Knowledge Management occupies anof the workplace. On top of this, feedback was gathered fromincreasingly central position in Tele2’s organisation. Not only

other Tele2 branches in other countries.

are employees better prepared to provide high-quality service
to customers, but they are better prepared to do so evenin the face of change. For example, when Tele2 introduced

Results

its 4G network, the knowledge management system enabled“In the beginning, employees were a little skeptical about theemployees to answer customer questions effectively andintroduction of the new knowledge management system,”consistently despite the fact that the 4G network was arecalls Gerrits. “However, once they understood and saw thecompletely new topic to them.

benefits, they quickly became fans. It is now much easier forthem to find the information they need, which, in turn, helps

Since Tele2 employees can now find a wealth of information

them resolve customer calls quicker. In addition, because weon their own, the company has to spend less time on

took the time to implement the knowledge content and systemknowledge transfer during training sessions. This translates toin phases, we encountered very few issues in terms of adoption.”the company being able to focus more on skills training.

“Verint Knowledge Management has become the backbone of

All of these benefits are attracting attention from a growing

our operations,” adds van der Fits. “With the solution, allnumber of departments across Tele2’s business, van der Fits

employees who are tasked with answering questions correctlyconcludes. “More and more departments want access tocan find the information they need. They also have the ability

the knowledge management system — even those withto provide feedback on information, as well as indicate whenno direct customer contact.”

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