Conntac, provider of self-service solutions, has been supporting the Deutsche Glasfaser Group with technical customer support since the beginning of November 2021. The DG Home Network App, powered by Conntac, helps end customers with intuitive and individual step-by-step instructions for setting up routers and troubleshooting Internet problems.
“Maximum customer satisfaction is our top priority. That is why we are constantly working on further optimising our customer service, identifying faults even more precisely and proactively informing customers. The new DG Home Network app plays an important role in this. With it, we improve the service in the home area and enable our customers to independently identify and solve technical problems – 24/7,” says Reinhard Haupt, Product Manager Consumer of the Deutsche Glasfaser Group.
Initial Setup & Troubleshooting with the self-service app
Deutsche Glasfaser customers have been able to download the app free of charge from the usual app stores since the beginning of November 2021. In addition to the customer portal, it offers support for the initial setup of routers. It doesn’t matter whether the products are from Deutsche Glasfaser’s rapidly growing router portfolio or the customer’s own AVM routers. On the other hand, the app serves to remove interference from the home network. With the help of intelligent network measurements and individual instructions, users are guided step-by-step through the troubleshooting process and are thus able to solve numerous problems themselves in the shortest possible time.
Smooth integration into the existing service landscape
The seamless connection of the DG Heimnetz app to the service hotline offers Deutsche Glasfaser customers a holistic customer experience. If a personal service contact is necessary, the app generates a case number and offers the possibility to submit the request and have it processed by service staff. In this case, the Conntac Dashboard automatically plays out network measurement information that helps speed up the processing process.
In the first six weeks, Deutsche Glasfaser has already recorded almost 10,000 downloads of the app. “The ratings of the new app are very good – and the response of the customer management is also consistently positive. We are pleased to further improve our customer service with this app and to provide a user-friendly tool that supports our scaling as a digital provider of the regions,” Reinhard Haupt sums up.
About Deutsche Glasfaser Group
The Deutsche Glasfaser Group is the leading fibre-optic provider for rural areas in Germany. As a pioneer and pacesetter in the industry, Deutsche Glasfaser plans, builds and operates open-supplier fibre optic connections for private households, businesses and public institutions. As the digital provider of the regions, it strives for the nationwide expansion of fibre optics and thus makes a significant contribution to Germany’s digital progress. With innovative planning and construction methods, Deutsche Glasfaser is the technology leader for fast and cost-efficient FTTH expansion. The group of companies is one of the financially strongest players in the German market and, with the experienced fibre optic investors EQT and OMERS, has a private sector investment volume of seven billion euros. www.deutsche-glasfaser.de