Smartphone screens with various MyProvider functions

New self-service app for internet providers with up to 25,000 customers

With the MyProvider app, our Conntac self-service solution is now also available for internet providers with up to 25,000 customers.

As one of the leading providers of technical self-service in the German-speaking telecommunications market, we are bundling our best practice experience in a new app. Whether internet provider, AltNet, municipality or regional company – the app is specially designed for the needs of providers with up to 25,000 customers.


What is the MyProvider App?

With the MyProvider app, internet providers with up to 25,000 customers can take their customer service to the next level. The MyProvider app offers the provider’s customers a service platform that provides support for initial setup, Wi-Fi optimisation and full fault clearance of the connection, among other things.

The MyProvider app is therefore the first point of contact for technical service enquiries, impressing with its user-friendly interface and seamless integration into the provider’s service landscape. This ensures a consistent user experience and customers receive individual and targeted support at all times.


How does the MyProvider app work?

The MyProvider App is provided by Conntac in the App Stores (Android / iOS). After downloading the app, customers can use the provider selection to find the appropriate solution.

Select provider in the MyProvider app.

The analysis of the home network can now be started directly in the start menu.

Optimise customer service whitepaper is being read on a tablet.

Self-Service for Altnets – The MyProvider App

The self-service solution for ISPs and Altnets with internet services.
Optimise customer service whitepaper is being read on a tablet.

Some of the most popular features:

Device setup

The “Setup Assistant” feature actively supports customers in setting up new WiFi-capable devices in the home network. Through interactive instructions, they are guided from unboxing the router to connecting the first devices and are able to set up the home connection on their own, even without technical expertise. Start surfing in just a few minutes after receiving the devices? No problem with the MyProvider app.


Optimise WiFi

Another feature that supports the provider’s customers around their Internet access is “Optimise WiFi“. With Optimise Wi-Fi, customers can analyse their home and find out whether their Wi-Fi coverage is optimal. In a first step, they create the rooms of their home in the app – even several floors can be mapped intuitively and user-friendly. In the next step, they assign existing Wi-Fi devices to their rooms. The app supports the optimal positioning of the router. Wi-Fi measurements are then carried out by the app and a recommendation is made as to whether an additional repeater would be useful.


Problem analysis and solution

For provider clients, the “problem analysis and troubleshooting” feature is another reason to use the app. The app supports users in troubleshooting their internet connection, which avoids hotline calls and allows users to solve technical problems on their own, even without prior technical knowledge.

How does that work? The app combines intelligent network measurements with understandable queries through which the app detects the underlying connection problem. By means of user-friendly and individual instructions, users are guided step-by-step through the problem-solving process and thus enabled to eliminate numerous connection problems themselves. These step-by-step guides to solving problems can also be used without an internet connection. Compared to static FAQs or instructions, our solution is therefore differentiated by dynamic processes that adapt to the user’s circumstances and by its user-friendly interface. The strong focus on UX/UI and the focus on the users contribute to a high satisfaction and adoption rate of the app.


Seamless contact

The app is the central point of contact for all technical service issues and enables seamless handover to the provider’s existing contact channels through smart routing. If a problem cannot be solved by the app, for example, the app generates an incident number and offers users the option of calling the service hotline of the respective provider from within the app. This creates a holistic user experience. The service staff on the provider side, in turn, receive insights into the measurements of the app by transmitting the transaction number, in the form of the “Conntac Dashboard”. The Conntac Dashboard is an all-in-one platform that contributes to process optimisation and more efficient handling of service requests through real-time analyses.

This information makes it possible to respond individually to the caller’s problem and support them in finding a quick and accurate solution. This shortens the call time (AHT), which in turn leads to higher customer satisfaction and reduced costs on the provider’s side.


Optimise customer service whitepaper is being read on a tablet.
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Get to know more about the possibilities of our solution in a live demo without obligation.
Optimise customer service whitepaper is being read on a tablet.

What advantages does the MyProvider app offer?

Through our high level of experience as well as large and regional references, such as Telefónica Germany, Deutsche Glasfaser, M-net or Stadtwerke Norderney, we have developed proven analysis methods for technical problems. With MyProvider, we provide a best practice self-service app that is specifically designed to meet the needs of internet providers with up to 25,000 customers. The solution includes all the established features of the Conntac self-service solution and impresses with its simple onboarding as well as a very fast rollout – within only two weeks – whereby it is fully usable on the day of the release.

Furthermore, there is no initial IT impact and maintenance is done by us due to the SaaS model. Our customers have the latest solution at their disposal at all times and benefit from the further development of the service offering. With our strong focus on UX/UI, we are able to provide a high-quality and professional solution that leads to reduced costs on the one hand and higher customer satisfaction on the other.

Find out more about additional advantages of the MyProvider app in our article “Why AltNet apps are so important”.


Why Conntac is the right partner for your project?

As one of the leading providers of technical self-service in the telecommunications sector DACH, we help thousands of users every day with our solution and our ISP customers benefit from our best practice experience and our network. Thanks to our partnerships and market expertise, we were able to develop a solution specifically for the needs of Internet providers. The strong focus on UX/UI, i.e. on the user-friendliness of the app, and on the seamless integration into the existing service landscape of the providers are characteristic features of the MyProvider solution and all Conntac self-service solutions. A self-service solution with this focus is so far unique in the German-speaking market.

  • Strong UX/UI
  • Proven analysis methods for technical problems
  • Always up-to-date SaaS solution

Have we aroused your interest? Here you can get an idea of the MyProvider app and simply test our app yourself. Nach Ausfüllen des Formulars erhalten Sie einen kostenlosen Zugangscode für unseren Testprovider und können die App unverbindlich auf Ihre Bedürfnisse testen.


More than 25,000 customers?

You find the MyProvider app interesting, but want to offer your own self-service app, fully adapted to your corporate identity, in the app stores? Then we have just the thing for you. Talk to our experts about your application. You can make an appointment via our contact form.

Author: Johanna Kugler

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