Klientomania, a Year Later

A year has passed since Netia launched the Klientomania project with the aim of achieving the highest customer satisfaction level in the market. As part of the program Netia has introduced many initiatives that increase the comfort of using the company’s services. Numerous improvements have been made in the previous months, and now there is one more: a new, more intuitive invoice form, created in co-operation with the customers.

Klientomania (‘Customer Mania’) is the Netia Group’s original program that aims at working out optimal customer satisfaction solutions at every stage of the customer’s contact with the company, from sales, to service activation, to ongoing customer support. The program was launched in March 2010.

Netia aspires to establish the highest standards as far as perfect customer service is concerned. In-depth analyses and involvement of the whole company in the customer service processes allowed Netia to meet the demands of its customers, and in many cases exceed the expectations of the continuously growing and demanding market.

“I’m very happy with the results of our efforts. Some of them are breakthroughs which made using Netia’s services much more customer-friendly”, said Renata Filipek-Baryłowska, Customer Service Director of Netia. “We want to be and will be an example for our competitors, and our customers will always feel that they made a good choice by going with Netia. I can clearly see that the involvement of the whole company has put the goal well within our grasp”.

Through the Klientomania program Netia has significantly improved and refined its service-providing processes, as well as simplified the Internet service activation procedure from 7 to 2 steps. Netia’s handling of formalities is also substantially improved: instead of 7 different contract forms for different technologies, there is now only one common form. The customers can also count on faster and more efficient service activation procedures and higher connection speeds.

Growing organizational efficiency brought about reduction in the number of customer complaints, and the complaints are handled by the company, on average, twice as fast as before. Moreover, customers who agree to receive replies electronically are sent PDF files secured with a qualified digital signature. 

There is also an interesting new solution for customers who forgot to pay their bill and their service was cut off: they retain access to e-banking websites, so that they can conveniently make the payment on-line.

New communication channels have been introduced to make contact with customer service consultants easier. Apart from telephone, e-mail, and traditional mail, you can now also use a Live Chat channel or Skype. Moreover, customer communication using text messages has been greatly expanded. Customers now receive regular information on service activation, confirmations of received complaints and repair requests as well as repair status updates.

The care for customer comfort does not end with the Netia Group – the program was introduced in all the companies co-operating with Netia. With the establishment of the Central Representative Authorization Office, it is now possible to access current and comprehensive information on all sales representatives of the company. This gives the customers the ability to confirm at any time the identity of the sales representative who is offering them a contract.

Netia created special Support Centers for business customers who can use them to communicate efficiently with their account managers.

At the same time Netia has introduced the electronic invoice with a secure qualified digital signature. It is a PDF file that can be conveniently saved for archiving on any storage device. E-invoices are made available at the Netia On-line website (www.netiaonline.pl), and each time the customer is notified of the fact by e-mail. E-invoicing means saving space (no need for keeping paper bills) and forests. Our previous solution, the Electronic Invoice Image, is already used by one in four Netia customers.

The latest and incredibly important change, introduced in response to customer expectations and in co-operation with the customers, is the new invoice form. Netia changed the appearance of the document, choosing simple terminology corresponding to specific services and customer segments, as well as a very clear layout and grouping of information.

“Services provided by telecommunication companies make for complicated invoicing and many of our customers had to spend a lot of time trying to read how much they have to pay and what for. This caused them discomfort and often forced them to contact our customer service. We see a definite improvement since the changes were implemented. The new invoice is very clear, no matter how many and which services the customer subscribes to”, said Renata Filipek-Baryłowska. “It has been a year since we made the operational changes, and I can tell now that we ourselves have changed. Our manner of operating, the internal co-operation, and the way we think of the customer have changed pace. I’m sure Netia will prove that such extensive changes can be successful”, added Filipek-Baryłowska.

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Netia is a leading Polish alternative telecommunications operator, providing voice and broadband Internet services to individual and business customers. Netia uses its own infrastructure as well as networks owned by Telekomunikacja Polska.