Telefónica Germany - known in Germany as o2 - offers their customers a self-care and Customer Experience software by market leader mquadr.at for the fully automated repair of Internet-access related problems.
Based on m2selfrepair, mquadr.at has adapted the DSL Soforthilfe to the specific requirements of o2. With the DSL Soforthilfe, o2 offers their customers a free tool that provides real support exactly where it counts: on the consumer home computer.
m2selfrepair meets challenges ISPs all over the world have to face: How is it possible to guarantee that customers remain online after the initial Internet access setup? Changing configurations, the influence of 3rd party software, etc. - many factors can lead to a disrupted connection. For the most part, these factors are outside of the providers' direct control - still, customers tend to hold them responsible for these problems. This results in countless calls to the support hotline, a costly and time-consuming process.
m2selfrepair enables the diagnosis and repair of many typical errors directly on the consumer's home computer. m2selfrepair runs in the background and appears only when an error has been detected and repairs it automatically or offers step-by-step instructions for manual repair. This way, errors are resolved before a call is made, reducing costs for hotline and on-site support significantly.
Using a self-care solution pays off: raised efficiency of support hotline calls (less calls, better prepared customers), increased trust in the provider and its products, and improved customer satisfaction.
Many leading Internet Service Providers benefit from m2selfrepair - o2 does so now as well in Germany with the DSL Soforthilfe.
About Telefónica Germany
Telefónica Germany GmbH & Co. OHG and their brand o2 belong to Telefónica Europe and are part of the Spanish telecommunications group Telefónica S.A. The corporation offers its German private and business customers post-paid and prepaid mobile communications products and innovative mobile data services based on GPRS and UMTS technologies. The integrated communication provider additionally offers DSL fixed line telephony and high-speed Internet.
mquadr.at is the leading European supplier of Customer Experience and Self-Service software solutions for all broadband Internet technologies, and at the same time provides comprehensive connection management and enterprise mobility solutions. A highly respected partner to a wide range of telcos, more than 30 international ISPs rely on Internet software by mquadr.at.