Happier customers at Tele2 thanks to QR Codes

Getting home a new internet router can bring about mixed feelings. You’re both happy but a little stressed. A fast internet connection awaits, but first, the router must be installed. Where do you start?

Tele2 decided to simplify that process for their customers while also saving themselves thousands of customer service calls.

Microsites Replace Bulky Manuals The solution is a QR code that leads to a microsite from Kolla. With videos, images, and text, the customer is guided step by step through the installation process. It’s a solution where everyone benefits. “Instead of sending out a big, thick manual, we printed a simple but friendly welcome letter with a QR code,” says Niklas Kagevik, Head of Product Management at Tele2. “It’s a triple win for us. We deliver a better experience for the customer while saving money and reducing our environmental impact.”

Nearly 70% of Tele2’s customers scan the QR code. “We assume the remaining 30% handle the installation themselves. Internally, we’re not even discussing going back to paper manuals.” The number of calls to customer service has also dropped significantly since implementing Kolla’s solution. “We see that as proof that this solution works better.”

Customer Experience is Key Tele2 places great importance on the customer experience and continuously measures how they are perceived. “We conduct active NPS (Net Promoter Score) surveys throughout the entire customer journey,” says Kagevik.

“We know the ‘install-get-started’ phase is absolutely crucial to get right. Everyone consumes information differently; some prefer video, others prefer text. With this solution, we give everyone the option to choose the format they prefer.”

Easier, Cheaper, and Better with Kolla Microsites Tele2 previously discussed whether their IT department could build a platform themselves. They quickly concluded that Kolla’s solution was so well-developed and user-friendly that it was the better choice. “It’s not worth reinventing the wheel. We’d rather purchase this from Kolla so we can focus on our core business. It gives us peace of mind and lowers our risk because we know Kolla’s solution works well and has the right tools for us.” The next step for Tele2 is to explore how QR codes and microsites can help their B2B customers. “We see several new use cases where we believe we can achieve similar success, especially on the B2B side. This is just the first step for us.”