Since the start of the collaboration in 2019, Conntac has been supporting M-net in expanding its digital service offerings – from the first self-service app to advanced customer service and field service solutions.
When good service is linked to opening hours
When the collaboration between M-net and Conntac began, customer service was still very traditional.
Support issues were mostly handled by telephone or email. For customers, this meant that help was only available when the service was available.
At the same time, there were typical situations in which assistance was needed – for example with the initial router setup or with recurring questions about the Internet connection. This was exactly where a central question arose for M-net:
How can service be designed in such a way that it works reliably regardless of direct contact?
Why an app is the right access point
For Dieter Lehmeyer, Head of Customer Center Department at M-net, it quickly became clear that smartphones offer the most direct access to digital services. An app is always available, intuitive to use and is technically closely connected to the home network anyway.
Especially when combined with the router in the WLAN, this creates a logical place for support – where questions actually arise. The desire for a Self-service app It was therefore not an additional channel, but a conscious decision for more accessibility in everyday service life.
Goal: Extend service without overburdening teams
With the M-net, Conntac app helps if customer service is not replaced but usefully supplemented.
The focus was on three goals:
- Make simple issues resolvable regardless of opening hours
- Reduce waiting times in support
- Giving customers more orientation – right from home
In particular, standard topics such as setup, initial use or frequent queries can often be clarified digitally than in a discussion with support.
Noticeable effects on satisfaction and use
Today, the app's App Store reviews clearly show how well the offer has been received: They are currently 4.8 out of 5 stars.
In the beginning, the app was deliberately kept slim. Features such as access to invoices or a customer portal were only added over time. A central signal from user feedback: Many wanted more features. The app had quickly become the preferred entry point for service and information. This feedback was incorporated directly into the development process – step by step, a comprehensive overall solution was created.
Collaboration on equal footing
An important factor for success was the type of collaboration. Both companies are medium-sized and share a similar view of customer proximity and pragmatic solutions.
New requirements were not simply implemented, but thought of together. The open exchange and a common understanding of practice ensured that the solution was able to continuously develop in line with customer needs.
The launch of the app was a special moment for Dieter: For the first time in live operation, it was shown that concept, implementation and acceptance go together.
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