Case Study: Telenor achieves faster customer service and fraud resolution with Scrive eSign GO

Telecom retail store digitalisation without integration

Telenor Norway, a telecom retailer with a franchise-based store network, needed a way to improve customer support, reduce fraud, and eliminate the problems caused by decentralised paper contracts stored across stores and warehouses. Without a central document repository, resolving customer issues or fraud cases was slow, costly, and often depended on locating physical paperwork.

Scrive implemented eSign GO to digitalise Telenor’s document processes without any integration, using a rollout portal and e-archive to centralise and index documents from sales, insurance, service, and finance systems. The result was instant adoption across stores, faster first-call resolution for customer service, quicker fraud case handling, reduced churn risk, and a successful rollout that later expanded to other Telenor departments and countries.

Telenor

Erik Kluften

Head of IT