A new self care customer portal serving O2 Slovakia's fast growing customer base.
The Changing Role of a Mobile Operator
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Since O2 entered the Slovakian market in 2006, they've always been able to offer a fresh and modern approach to the Slovak telecom industry. Liferay helped O2 Slovakia in the past 10 years, lately in building an up to date customer portal, "My O2", cutting out the need of having to physically visit a shop or make personal calls. The result: higher customer satisfaction and retention while staying true to company values: "Fair, Fans and Fun".
Case Study
Caso de Sucesso - PT
Caso de Éxito - ES
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With Liferay we have managed to achieve our long term vision and change the way we serve our customers in shops and call centres forever, we became a truly online company.
Radoslav Volný
Head of Online Transformation at O2 Slovakia
Key Features
Responsive Design, Web Content Management, Authentication, SSO, Role Based Access Controls
Challenges
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Meeting client demands for instant customer support in a simplistic fashion
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Adoption of customers to digital support channels.
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Difficulty integrating various internal services
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Recruiting IT employees to develop in-house
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Investing in software that can scale with future requirements
Results
Improved Customer Satisfaction
Customer issues are dealt with efficiently via customer self-service portal
Increased Engagement
Logins to “My O2” portal increased each month by 20% for a full year after its initial launch
Empowered IT Team
Developing can now be fully handled internally
Single Framework
Liferay acts as the main container for all web content and functionalities