Case Study: Telenor boosts sales and customer satisfaction with LeadDesk

Reinventing work at the physical store while boosting both employee and customer satisfaction

Telenor, one of Sweden’s largest telecom providers, needed a new way to serve customers during Covid-19 restrictions, when many people were urged not to visit physical stores. At the same time, the company wanted to keep store staff engaged and help them earn sales commissions during slower periods. Telenor turned to LeadDesk for outbound and proactive customer service.

With LeadDesk, Telenor created a structured “store 2.0” approach that connected customers with the nearest store, helped staff make outbound calls, and supported follow-ups, reporting, e-signing, and home delivery of devices and SIM cards. The results included increased sales, higher employee and customer satisfaction, and the ability to contact roughly 10,000 additional customers per month.

Telenor

Rami Santrisi

Project Manager