Home » Business News » 2012 » June » June 26, 2012

DNA and Ericsson boost customer experience in Finland

June 26, 2012 - Stockholm, Sweden

-- Greatly improved end-user experience

-- Single customer care tool presents a real-time overview of thecustomer

-- Reduced churn and opex

Finnish operator DNA has chosen Ericsson (NASDAQ: ERIC) to provide a CustomerExperience Management (CEM) solution based on User Data Consolidation (UDC)forreal-time data consolidation and exposure. This solution will enable DNA toresolve customer-care issues in a faster and more efficient way than waspreviously possible. As a result, the end-user experience will be greatlyimproved.

The DNA Customer Care center serves more than 3 million users -- a highproportion of who are mobile broadband users who demand high standards ofservice quality and user experience. With the new solution, DNA benefits fromreduced time per call and escalations to second-line support, whichsignificantly enhances customer satisfaction and loyalty and reduces churn andopex.

"Delivering high-quality customer care is at the heart of our business," saysTommy Olenius, Vice President, Technology, DNA. "The implementation of thissolution gives us the optimal tools to monitor the customer experience and toproactively make adjustments as issues arise."

To support DNA in coping with increased demand for high-quality services anduser experience, Ericsson put together a team of technical experts whose mainfocus has been to capture the needs of the customer-care organization.

Magnus Furustam, Head or Product Area Core and IMS, Ericsson Business UnitNetworks, says: "DNA's focus on end-user satisfaction and operationalefficiencyand Ericsson's expertise in optimizing service have combined in this projecttosupport a new generation of mobile broadband users who constantly pose newchallenges to the customer experience management area."

After this first phase, Ericsson aims to further explore the value that can becreated from the user data assets that DNA has in different parts of itsnetworks, where the User Profile Gateway (UPG) is a key element foraggregationand exposure of user and network data. This will provide DNA with advancedsolutions for proactive customer care, automated root-cause analysis andbenefits beyond the mobile broadband area.

One of the innovative aspects of the project is the role that the UPG plays inthe solution, allowing DNA customer-care personnel to have real-time access torelevant user data from different OSS and BSS databases. The data is presentedin a simple format to facilitate the rapid resolution of customer issues. Thisis just one way that Ericsson solutions can consolidate user and network datafrom different parts of the network and present it in real time to benefitusersand operators.


DNA Ltd is a Finnish telecommunications company providing high-quality voice,data and TV services to private customers and corporations. In 2011, DNArecorded a turnover of EUR 728 million and an operating profit of EUR 51million. DNA has more than 3 million mobile and fixed-line network customers.For more information, please visit

Download high-resolution photos and broadcast-quality video

Ericsson is the world's leading provider of communications technology andservices. We are enabling the Networked Society with efficient real-timesolutions that allow us all to study, work and live our lives more freely, insustainable societies around the world.

Our offering comprises services, software and infrastructure withinInformationand Communications Technology for telecom operators and other industries.Todaymore than 40 percent of the world's mobile traffic goes through Ericssonnetworks and we support customers' networks servicing more than 2.5 billionsubscribers.

We operate in 180 countries and employ more than 100,000 people. Founded in1876, Ericsson is headquartered in Stockholm, Sweden. In 2011 the company'snetsales were SEK 226,9 billion (USD 35.0 billion). Ericsson is listed on NASDAQOMX, Stockholm and NASDAQ, New York stock exchanges.

DNA and Ericsson boost customer experience in Finland:

This announcement is distributed by Thomson Reuters on behalf ofThomson Reuters clients. The owner of this announcement warrants that:

(i) the releases contained herein are protected by copyright and other applicable laws; and

(ii) they are solely responsible for the content, accuracy and originality of the information contained therein.

Source: Ericsson via Thomson Reuters ONE[HUG#1621968]


Ericsson Corporate Public & Media Relations
Phone: +46 10 719 69 92
E-mail: Email Contact

Ericsson Investor Relations
Phone: +46 10 719 00 00
E-mail: Email Contact


Comment on this story