Augsburg, September 16, 2026 – Conntac GmbH announces its successful collaboration with Strategic Fiber Networks GmbH (SFN). Since May 29, 2026, two new customer self-service apps have been available to DBN and Northern Access customers. The apps DBN Mein Netz and NA Mein Netz assist with the setup and troubleshooting of internet connections and serve as central digital hubs for technical inquiries.
With these two smartphone apps, the SFN Group is adding a digital service channel to the technical customer support for DBN and Northern Access. Customers receive step-by-step instructions, can analyze technical issues, and handle many tasks related to their internet connection independently – regardless of business hours or wait times.
"With two apps for different companies within the SFN Group, SFN demonstrates how digital self-service can be deployed in a scalable way across a corporate group. Customers receive an independent digital service portal tailored to each brand's identity, while recurring technical issues can be handled in a structured, digital manner. We are very pleased with the trust placed in us and the successful collaboration."
– Dr. Michael Faath, Managing Director, Conntac GmbH
Two apps as central hubs for technical inquiries
The apps DBN Mein Netz and NA Mein Netz guide customers from the initial setup of their home internet connection to resolving technical issues. A guided setup assistant helps with the installation of routers and network-enabled devices.
Additional features include automatic problem detection, interactive troubleshooting, router configuration, and Wi-Fi optimization. Contacting customer support and transmitting relevant analysis results is also possible directly via the apps. Furthermore, the applications provide direct access to the respective customer portal. This gives customers a central location for technical assistance, contract information, and other services.
Nearly 2,000 downloads in the first month
Both apps were downloaded a total of nearly 2,000 times within the first month of their launch. During the same period, users initiated around 7,000 processes within the applications. The integrated customer portals are also being actively accessed via the apps. The initial figures show that customers are embracing these new digital touchpoints and utilizing the features offered.
Self-service as the foundation for scalable customer support
Before the apps were introduced, many questions regarding connection setup, Wi-Fi issues, or troubleshooting required direct assistance from customer support. These are often issues that customers can resolve themselves with clear, step-by-step guidance.
With DBN Mein Netz and NA Mein Netz , an additional service channel is now available to them around the clock. Customer support can specifically direct users to the relevant features for appropriate inquiries. This allows customers to receive quick, guided assistance and, ideally, resolve technical issues directly on their own.
For SFN, the focus is on service quality and the long-term efficiency of their processes. As the customer base grows, the goal is to prevent call volumes in customer support from rising at the same rate. Inquiries that can be solved digitally can be handled via the apps, leaving more capacity for service cases that require personal attention.
"Together with Conntac, we have created apps that offer our customers real added value and help them quickly and easily with many of their concerns. The collaboration was consistently positive from the first meeting to the launch – we were particularly impressed by the straightforward communication, the short decision-making paths, and the reliable support."
– Wolfgang Geiss, Managing Director, ropa GmbH
Efficient solution for two SFN Group companies
Both apps are based on Conntac's modular MyProvider customer self-service solution. The features and content share a common technical foundation while being presented in each company's respective brand identity.
This provides customers of both providers with a standalone application featuring relevant contact options, customer portal access, and support resources. At the same time, it creates a scalable foundation upon which digital service offerings can be further developed in the future.
