Telenor Launches Customer Integration Lab to Improve Testing Efficiency

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Telenor Pakistan has developed an industry-first customer integration lab at its campus 345 in Islamabad for greater integration of customer feedback and suggestions. The in-house lab will help Telenor Pakistan test its products and services with chosen customers at the Telenor Pakistan headquarters.

The learnings of user experience testing performed at the Customer Integration Lab will be used for identifying main points and areas of improvement, and generating ideas for innovation that will work towards introducing practical and desirable products and services to deliver further enablement to the customer, the company stated.

Previously, Telenor’s product/service testing was conducted externally by third-party agencies but now the facility has been developed in-house to increase efficiency and ensure maximum customer feedback so respective product/service developers at Telenor can interact and listen to their customers firsthand. This interactive testing will also help Telenor explore fresh avenues for futuristic products, processes, and services that are designed around constantly evolving customer demands to serve them better than ever before.

To test products and services like digital services, mobile apps, websites & services portals, and GSM products including USSD menus, touch-points, and user journeys, users will be selected by a third-party agency based on the customer profile shared by respective Telenor Pakistan Departments. The selected users will be invited to Telenor’s Customer Integration Lab where they will be given the product or service to use and register their feedback.

Depending on each department’s needs, the user can also be interviewed in a one-on-one setting or a focus group to generate feedback and suggestions for the offering. The lab will be open to all Telenor employees from any part of the organization to be used for interactive testing of their products and services.

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