PlusTV Invests in Customer Satisfaction
with the Help of Liferay and Ambientia

September 2010


PlusTV is Finland’s leading pay-TV operator whose digital television channel selection includes the most popular Finnish and international TV channels. Ambientia has designed and realised a Customer Information tool for PlusTV in order to improve the quality of customer service work as well as to boost the work of customer service personnel. The co-operation started in the summer of 2009, and the project has been realised in stages.

PlusTV utilises several different information systems. Before the creation of the Customer Information tool, a customer service representative had to gather information related to a customer from several different places. The main system is the customer and invoicing system that holds all of the customers’ basic information. Because there was a lot of information to be managed, information gathering was found to be especially arduous, cost-intensive and also error inducing.

The goal for creating the Customer Information tool was to realise, for the customer service, a browser based, protected, extranet type user interface solution that brings forth a customer’s key information that is stored on other information systems as well as operations directed at a customer and the upkeep of customer information. In addition, the goal was to recognise the calling customer faster and utilise customer-specific operations plans, including when customers call the customer service.

The Customer Information tool was realised with Liferay, an open source code portal solution, into which the Microsoft BizTalk integration platform was customised, via which customer information is searched and managed, among others. The new display gathers all the information systems together, in turn minimising any possible error situations and increasing customer satisfaction.

The Customer Information tool is further developed according to the feedback and wishes received from the customer service of Plus TV.

“According to the feedback received from training sessions, we are well on our way to reaching the previously stated goals. Reception of the Customer Information tool has been positive and enthusiastic in the customer service. In addition, the customer service team of PlusTV has been able to boost its work via the Customer Information tool,” says Project Manager Ulla Kangaspunta.

For more information about PlusTV, please visit www.plustv.fi.