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Tele2: Enhancing efficiency and customer experience
Discover how Tele2 successfully transformed its document management with Scrive’s digital solutions.
"With fewer errors and automated processes, employees spend less time on corrections and support tickets. We've seen an 80% reduction in customer service calls related to direct debit sign-ups, allowing our team to focus on higher-value tasks. Customers benefit from a smoother, more efficient digital signing experience, reducing friction during onboarding."
Tele2 is a leading telecommunications operator providing mobile and fixed connectivity, broadband, and digital services across Sweden and the Baltics. With a strong commitment to innovation, Tele2 continuously seeks solutions to enhance operational efficiency and customer satisfaction.
Challenge
Before adopting Scrive, Tele2 faced challenges with Direct Debit (DD) sign-ups, particularly due to incorrect account information. These errors led to inefficiencies, increased operational costs, and customer frustration. A high volume of customer service inquiries related to DD sign-ups overwhelmed employees and ultimately impacted the customer experience in a negative way.
Solution
To address these inefficiencies, Tele2 selected Scrive for its reliable electronic signing and open banking integration. Implemented since January 2024, Scrive now automates the DD sign-ups and agreement processing, reducing manual errors and streamlining payment workflows. Through account checks via Scrive’s trusted partner – Finshark, the platform solution particularly enhances accuracy with instant data fetching, improving customer onboarding and reducing service inquiries.
By reducing errors and automating the Direct Debit sign-up process, customers can complete their payments with ease and confidence, avoiding frustrating delays or service disruptions. The improved accuracy and efficiency also mean fewer customer service interactions, allowing for a hassle-free onboarding process and a more seamless telecom experience.
Results
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- 80% reduction in customer service calls related to DD sign-ups, allowing employees to focus on higher-value tasks.
- Improved data accuracy, minimizing errors and enhancing customer trust.
- Faster, more streamlined sign-up process, leading to a better customer experience.
- Cost savings through reduced paper usage, printing, and manual processing.
Strategic future growth
The quick return on investment stems from reduced operational inefficiencies and lower customer service costs. Enhanced automation and accuracy make Scrive a valuable asset for Tele2’s ongoing digital transformation. Encouraged by this success, Tele2 is considering expanding its use and might add more features in the future, which could further optimise operations and reinforce its leadership in digital innovation within the telecom industry.
eSign API
Seamlessly integrate the full power of Scrive’s easy-to-use and secure eSign API, guided every step of the way by our expert support team.
Let’s talk
Request a meeting so you can tell us what you’re trying to solve, and we can look at how Scrive can streamline your business processes and bring value to your organisation.
