Since 2015, Capita has been providing customer care support for one of Germany’s leading cable-based internet service providers, expanding into second-level technical support in 2016. The partnership aimed to tackle complex technical challenges, improve ticket processing efficiency, and enhance customer satisfaction in an evolving digital landscape.
With a highly skilled team based in Cologne, Capita works closely with the provider’s support team to deliver expert troubleshooting. Using remote diagnostics, they analyse network performance, measure WLAN strength, and resolve issues directly with customers. If necessary, service technicians are dispatched for on-site support.
By streamlining ticket handling and enhancing collaboration, Capita has significantly improved case resolution times and customer satisfaction, ensuring a seamless and efficient support experience.
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