Clients

With almost 18 million customers, SFR is the second largest mobile operator in France. Operating its own GSM/GPRS and UMTS/HSDPA networks, SFR is able to provide a complete range of mobile telephony and multimedia services, as well as mobile data solutions to its personal, SOHO and business customers. Being the first operator to launch 3G and 3G+ services on the French market, SFR has become the most popular operator among new mobile phone users and now boasts 3,5 million 3G/3G+ customers (September 2007). The solution provided to SFR differs from previous provisions from WorldManuals as mobile phone support content is delivered to SFR in XML format for smooth integration on SFR operated Internet and Intranet platforms.

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Vodafone Portugal - previously Telecel - was the second mobile operator to obtain a GSM license in Portugal. Today, having more than 4.300.000 subscribers, Vodafone Portugal is one of the largest mobile operators on the Portuguese telecommunications market. Vodafone Portugal is first movers on technically advanced functionalities such as HSDPA (high speed 3G) making Mobile SupportWare the logical choice for a support solution. The Mobile SupportWare solution is able to implement new functionalities as they are adapted by the operators, further strengthening the notion that Vodafone Portugal is recognized as one of the most innovative and customer-oriented operators on the Portuguese mobile market.

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With a total of 13,949,000 subscribers (June 2006), Vodafone is the second largest mobile operator in Spain. As part of the Vodafone Group, Vodafone has a strong market presence, a focus on quality support and is experiencing an increasing volume in data related traffic largely contributed by the launch of Vodafone Live and 3G services. The launch of Mobile SupportWare (August 2004) in contact centres all over Spain has been widely adopted, as has the Internet self-service part of the solution.

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With more than 13,000,000 subscribers, T-Mobile UK is one of the leading mobile operators in the United Kingdom. T-Mobile has a reputation for launching branded signature devices, which calls for tailored support information to customer service representatives and Internet self-service customers. Mobile SupportWare was launched August 2004 in contact centres and on the T-Mobile website which today generates close to 50% of all device support inquiries handled in the Mobile SupportWare system.

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Orange Switzerland serves more than 1,300,000 subscribers on a multi-language market. Since the launch of the Orange SPV, Orange has had a strong focus on smart phones and e-mail enabled devices requiring to the point customer service and efficient device support. The solution selected from WorldManuals, is a result of the Orange Group framework agreement and is implemented in contact centres all over Switzerland and on the Orange Switzerland website. The solution is provided in German, French and English.

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The Danish mobile operator Telia has more than 1,100,000 subscribers using value added services. After a successful merger with Orange in Denmark in 2005, Telia implemented Mobile SupportWare in its support channels. The solution, Mobile SupportWare, was launched in a dual setting mode due to the migration of customers from Orange to Telia. This enabled customers to access the appropriate settings and services based on their original subscription.

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The largest mobile operator in Denmark, TDC Mobile, has a market share of approximately 31 per cent of the Danish market. As the first Danish mobile operator to introduce 3G and other value added services, TDC Mobile experiences a large number of inquiries in contact centres and on the website, respectively. TDC Mobile successfully introduced Mobile SupportWare in retail, on the website and in contact centres in June 2002, and has since then experienced a decreased average handling time for product support inquiries.

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With a subscriber base of more than 1,050,000 subscribers, Sonofon is one of the leading mobile operators in Denmark. Sonofon has recently reinforced its position on the Danish market by providing its subscribers with 3G services. To further strengthen its position as a high quality mobile operator, Sonofon launched Mobile SupportWare in contact centres and on the website in March 2006.

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The low-cost, Internet based mobile operator Telmore, owned by TDC Mobile, has a large number of young people as customers. After having implemented Mobile SupportWare in contact centres and on the website, Telmore has experienced a large percentage of device support inquiries originating from the website.

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Debitel is one of the few network independent mobile operators in Denmark, and has for a while focused on online subscriptions and services. Debitel implemented Mobile SupportWare in 2003.

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M1 is a Danish owned mobile phone operator situated in the northern part of Jutland, Denmark. M1 has cut to the bone and focuses on low subscription prices and online self-service in order to attract subscribers. The launch of Mobile SupportWare in August 2007 has further enabled M1 to focus on providing its subscribers with top-level support.

Read more about M1, Denmark