BadVR and Telia Norway: Better personalized customer service

Telia Norway, one of the leading telco operators in the country, has since the Spring of 2023 together with BadVR run a pilot in the cities of Oslo and Trondheim, where Telia’s service personnel use BadVR’s solution to assist B2C customers easily and effectively with their Wi-Fi issues at home.

With BadVR’s software SeeSignal Wi-Fi signals are measured and calculated for entire rooms. The software visualizes how Wi-Fi signals spread in a room.

With AR glasses, Telia service personnel can then see how the signals change, either red, green, or yellow “bars”, when moving around routers and mesh solutions solving customer problems.

So far, Telia has assisted customers in 200 apartments and all Wi-Fi issues have been solved, with no “re-call” from customers with great customer satisfaction as a result.

Younger customers are saying this is a “very cool solution”, while elderly customers are more focused on that the company now “fix Wi-Fi issues” for the home.

They have examples of visited apartments where they have had 3 re-visits from “normal” field engineer services – but solved the customer problem through AR visit.

The pilot is part of ”Telia Personal Service”, a scheme where Telia sends a service employee home to B2C customers to assist with TV and internet connectivity, in addition to training in how the equipment works.

Telia Norway has around 500 000 TV and internet customers in Norway, and nearly 2.4 million mobile customers. Telia Norway is part of Telia Company, the telco leader in the Nordic and Baltic region, serving 25 million customers.

“Together with BadVR, we are delivering unique and personalized customer service, making it significantly easier to assist our customers with their Wi-Fi issues at home.”
– Georg Svendsen, CTO, Telia Norway

COMPANY: BadVR, Inc.