Success story
TelenorIndustry• Telecommunications

Solutions• HR Shared Services• Smart Process Apps

Telenor implements a consistent
approach to service centerswith OpenText
Improved service delivery and support processes
increase customer satisfaction at Telenor

Results
Increasingly efficient processes
and consistent, cost-effective
administration and communication
with users, customers and suppliers
Improved accuracy, response
times and customer satisfaction“Every shared service center now has a common
support apparatus with integration running
across underlying business systems.”
Astrid Haukus

Project Leader
TelenorTelenor implements a consistent approach to service centers with OpenText

Telenor Group is one of the world’s major mobile operators with 148
million mobile subscriptions. With mobile operations in 11 markets,
they were looking to encourage the collection and contributionof issues from their global offices for easier call logging, routing
to relevant teams and effective call management by experienced
customer service agents.

tractor who could offer a flexible and scalable service desk solution as
well as deliver guidance and advice for implementing intelligent Business
Process Management (BPM). Three vendors were shortlisted, with thefinal work awarded to OpenText and its Norwegian partner, Vivento.

Prior to working with OpenText, Telenor experienced an inconsistent
approach to process, administration and communication across all threeof their service centers, so IT Director, Svein Hilding Aasen, launched aproject to replace a large number of manual, time-consuming processes
and a suboptimal support system with the introduction of efficient
service delivery and support processes.

“Cooperation with OpenText and Vivento has worked very well,” said
Aasen. “Their consultants are both competent and experienced, havegood understanding of the customer challenges and stay focused on
the goals of the project.”

Service delivery and the product

The HR service center, for instance, had previously communicatedvia phone or post and had no consistent way of logging and handlingcustomer calls. The IT support teams and service center were without
one common solution across the department, making it difficult to log,
categorize, and route calls and meet Service-Level Agreements (SLAs).

Additionally, inside Financial Services, there had been a long-standing
requirement for a single point-of-contact; a web-facing customer portal.
The solution needed to be accessible for everyone within Telenor to use
globally with the aim of simplifying administration and improving communication. Based on these challenges, Telenor began a project to improve
the facilities, processes and systems across its service centers.

The start of process efficiency

Telenor began an internal analysis to identify their processes andchallenges. The purpose of this was clear; more efficient processes andconsistent, cost-effective administration and communication with users,
customers and suppliers. Telenor needed to engage a vendor and con-Svein Hilding Aasen had a desire to get rid of time-consuming andmessy support processes consisting of unnecessary manual activities
and dependencies. OpenText provided the solution.

The results

Telenor Project Leader, Astrid Haukus, has led the development of thenew service desk solution and said, “We have experienced that there
are two types of processes in an organization; the ones that improveand the ones that get worse over time. The latter is always the caseif you don’t secure the necessary process understanding, ownershipand modeling, and recognize that continuous improvement of theprocesses is a part of business elements.”“Along with the revitalized and robust processes, the new service
desk for Telenor has been deployed and is accessible globally. Subsequently, every shared service center now has a common support
apparatus with integration running across underlying businesssystems,” Haukus said.

Haukus also believes that over time the solution will cause an improvement
in response times, reduction in issue handling and improved accuracy andcustomer satisfaction. Both Haukus and Aasen agree that the OpenText
solution has addressed the challenges they previously had with dependency, follow up, automation, resource management and costs.

About OpenText

OpenText, The Information Company,
enables organizations to gain insight
through market leading information
management solutions, on-premises orin the cloud. For more information about
OpenText (NASDAQ: OTEX, TSX: OTEX)
visit opentext.com.
Customer stories

opentext.com/contact
Twitter | LinkedIn

Copyright © 2018 Open Text. All Rights Reserved. Trademarks owned by Open Text.
For more information, visit: https://www.opentext.com/about/copyright-information
09486D.16EN