An operator running since 1990, where the customer checks coverage and orders online themselves

The challenge

To find out whether fiber reached a given address, what a package cost or how to order a service, a TV-EURO-SAT customer reached for the phone. Service ran mainly through a conversation with the office. For a network of thousands of subscribers that meant one thing: the support team answered the same questions about the offer, coverage and ordering over and over.

That model locked customers into office hours. After hours there was no way to check availability or place an order; you waited until the next day. The old site didn't change that: it let you handle nothing on your own and didn't build the image of an operator that keeps pace with its own service.

• Every question about coverage, the offer or an order started with a phone call to the office.
• Service was available only during office hours; after hours the customer waited until morning.
• The site presented the operator but didn't let you check coverage or order through it.

The solution

We built a new website for the fiber and digital-TV network in a self-service model, custom and without WordPress. At its heart is location-based offer selection: the customer starts from their address, not from the phone. Add to that a panel where the operator manages content themselves. Step by step it looks like this.

1. The customer enters their address on the homepage.
2. The system checks whether services are available at that address: fiber internet and digital TV.
3. If there's coverage, the customer compares packages and picks the one that fits.
4. They place an order or submit a connection request online, at any time, with no call to the office.
5. In the admin panel the operator updates news, packages, pricing, documents and FAQ themselves, with no developer.