O2 offers holistic customer service with Microsoft Surface Pro

As one of the leading mobile service providers in Slovakia, O2 serves its customers efficiently and in new ways. Its store business experts, store consultants, and technicians leverage the laptop and tablet functions of the Surface Pro to assist customers wherever they are. O2 employees also use the Surface Pen for paperless contract signing, so they can instantly process transactions and archive documents. As a result, the staff has become faster and less reliant on paper, making the company more efficient and sustainable.

Founded in 2007, O2 quickly became one of the leading mobile network operators in Slovakia. “We have revolutionized fairness, simplified contracts, and eliminated unnecessary charges,” says Richard Zicho, Coordinator of Installation Technicians at O2. “Thanks to these changes, we’ve become the second-largest operator in the country.”

O2 sales consultants traveled back and forth between the sales desk and customers in-store when processing transactions or providing help. This was inefficient and caused service disruptions. “The goal was to let sales consultants move freely with customers in the stores and simplify the sales process by enabling on-the-spot contract signing and transactions,” Zicho explains

Because they use Microsoft 365 applications, the various departments at O2 turned to the Surface Pro, a device that fits in with the ecosystem and has the power of a laptop with the flexibility of a tablet. “In particular, we were interested in the laptop and tablet functions of the Surface Pro, and the Surface Pen, because these would enable our employees to offer promotions, give demos, and process transactions for customers, wherever they are in the store,” says Zicho. “Also, the Surface Pro has good battery life, a large-enough screen size, and a modern look and feel to match our brand’s image.”

Supporting customers on the spot

Since adopting the Surface Pro, O2 business experts have been able to proactively assist customers and offer all-in-one, holistic service on the spot. “Before, customers often waited in lines to sort out something small. But with the Surface Pro on hand as a tablet, we can now offer help wherever they are in the store and fix the issue on the spot. If someone encountered a network problem, we can look into it in a few seconds. If they are interested in a product, we can give them a short presentation and even complete the deal then and there,” shares Gina Lombardi, Support Specialist of Business Sales at O2.

“Before, customers often waited in lines to sort out something small. But with the Surface Pro on hand as a tablet, we can now offer help wherever they are in the store and fix any issue on spot.”

Gina Lombardi, Support Specialist of Business Sales, O2

Similarly, O2 business experts and technicians can now work without delays. Lombardi says, “Our business experts in the field don’t have to print out customer contracts anymore. They can process these documents biometrically, saving 40% of the time of the activation process. They also save time with archiving since everything is automatically synced to the online system.”

Customers can enjoy a speedier set up of O2’s service as well. “In the past, our network service wouldn’t start until the hardware was delivered and the signed contract was brought back to us by our technicians,” describes Zicho. “With the Surface Pro, customers can sign digital contracts with the Surface Pen and we can authorize the installation right away—there is no delay.” Having digital data also means that technicians have a better overview of the inventory.

In the future, O2 will continue modernizing its customer service. “The whole solution has made us more open to innovation. We look forward to growing more and exploring other digitalization possibilities,” says Andrej Sipos, Customer Experience Specialist at O2.