Ericsson Case Studies OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management

Edit This Case Study Record

	OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management Ericsson

OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management

Ericsson

Applicable Industries	Telecommunications
Challenge	OTE sought to implement new practices to achieve even more reliable, high quality service and to ensure a consistently outstanding customer experience. Read More
About Customer	OTE (Hellenic Telecommunications Organization), the incumbent telecommunications provider in Greece and one of the leading service providers in Southeast Europe. Read More
Customer Name	OTE (Hellenic Telecommunications Organization) Read More
Solution	Telcordia provided OTE with Telcordia® Service Director, a Commercial-Off-The-Shelf (COTS) software product that holistically enables SQM, Service Level Agreement (SLA) management, and Customer Experience Management (CEM). Read More Log in to view content
Contents

Applicable Industries

Telecommunications

Challenge

OTE sought to implement new practices to achieve even more reliable,
high quality service and to ensure a consistently outstanding customer experience.

About Customer

OTE (Hellenic Telecommunications Organization), the incumbent
telecommunications provider in Greece and one of the leading service providers in Southeast Europe.

Customer Name

OTE (Hellenic Telecommunications Organization)

Solution

Telcordia provided OTE with Telcordia® Service Director, a Commercial-Off-The-Shelf (COTS) software product that holistically enables SQM, Service Level Agreement (SLA) management, and Customer Experience Management (CEM).

Impact #1	[Product Improvement - Customer Satisfaction] Prioritizing problems according to customer and SLA impact, managing, not merely monitoring, performance versus SLA commitments
Impact #2	[Product Improvement - Customer Satisfaction] Meeting corporate customers’ demand for “excellent” service
Impact #3	[Product Improvement - Customer Satisfaction] Earning brand loyalty and reducing churn

Impact #1

[Product Improvement - Customer Satisfaction]
Prioritizing problems according to customer and SLA impact,
managing, not merely monitoring, performance versus SLA commitments

Impact #2

[Product Improvement - Customer Satisfaction]
Meeting corporate customers’ demand for “excellent” service

Impact #3

[Product Improvement - Customer Satisfaction]
Earning brand loyalty and reducing churn

Download PDF Version

Overview

OTE - Achieving Customer Experience and SLA Excellence for Enterprise Customers with Service Management

Operational Impact