I often get questions about what exactly it is that we do in Operations. Do we just field phone calls and emails from customers, making sure they get the help they need? Sure, we do that, but that’s only part of the story. From my perspective Operations is one of the key pillars of Tele2 IoT. We are the face of the company towards existing customers, with the most direct contact and interactions. And we’re with our customers almost from the beginning of their IoT journey.
What we do
One of the most important things we do is onboard customers. We get the signed agreement that has passed through all the different departments and protocols and then check it to make sure that what has been promised is possible to onboard and implement. Once we ascertain that everything is good to go we start putting the information, such as technical solutions and pricing, into different systems, to make sure your SIMs will actually work.
The average customer takes maybe 2-3 days to onboard but it always comes down to complexity. Just say we’re onboarding a customer with 1 million SIMs. That might take just a few hours because it’s pretty straightforward, but when we start factoring in things like how many communications plans, rate plans, and the complexity of the account structure in Cisco Jasper things change. The average on boarding is up to one week – but our record is 3 hours.
We often have contact with our customers pretty early on, depending on the level of the agreement. A basic standard agreement simply means a lot of manual steps to get things done, but if it’s a more complicated agreement, perhaps with different products and services, we’ll usually contact the customer to double check information, get more information that might be needed, and to check things like the date we will configure their IPsec tunnel so that they can do their part to ensure a smooth flow.