Almost every fifth internet customer uses the Mein PŸUR app
Mein PŸUR app over 100,000 times downloaded
– Easy control of costs and contracts
– Online booking tool for technician appointment
– Order tracking and many more features available 24/7
Berlin, 16 April 2020. The Mein PŸUR app has been downloaded more than 100,000 times now. The app provides PŸUR customers with a digital channel to interact with the customer service. Almost every fifth internet customer now uses the app which is available both for iOS and Android. Besides being able to manage contract details and to check tariffs, a special focus was put on self-help measures in case of service interruptions. The app shows automatically where maintenance work is done in the fibre-based networks of Tele Columbus combined with an individual diagnosis of the problem as well as the ability to schedule a technician appointment if needed.
Despite the very high reliability of the fibre-based internet connections provided by PŸUR, sometimes the promised service level does not match the customer’s expectation. This can have several reasons: a sub-optimal modem or WiFi configuration, an outage in the local distribution network or maintenance in the regional network. In order solve such issues quickly and to inform PŸUR customers pro-actively about the current network status the Mein PŸUR app offers up to date and individual information. In the most recent version 1.9 more than 100,000 customers have downloaded the app by now which translates into around 20% of all PŸUR internet customers.
Customers have their entire account information readily available in the app like products, personal and contract details. This is combined with technical information in relation to the current network status. Network parametres, head-end and modem status are analysed and if necessary individual self-help measures are offered. With short texts, photos and charts or manuals, the app user is informed how to solve issues in a do-it-yourself approach.
If the remote outage tool diagnosed that further measures are necessary to solve the issue, a ticket is automatically send to the technical customer service or the customer can directly book an appointment with a technician via the app.
New customers who are joining PŸUR can track their order via the app. Is the technician appointment already scheduled? Is the modem already shipped? Is the migration of my fixed-line telephone number running smoothly? All that can be monitored directly via the app and changed if necessary.
“We are available for our customers in more than 100 shops and other physical presences, online and also via telephone – but the fastest way to solve issues is often a self-help measure. Therefore we are happy that so many customers are already using the extensive service offering provided by the Mein PŸUR app”, states Roland Schleicher, Chief Operations Officer of Tele Columbus AG. “The app is the most important service channel by now, only second to our hotline and with the advantage of being available 24/7”. The app’s features are constantly being expanded in order to combine excellent customer service and efficiency in all service requests.
Tele Columbus AG is one of Germany’s leading fibre network operators which reaches more than 3 million homes. Via its brand PŸUR, the Company, offers high-speed internet including telephony and more than 250 TV channels. All of this via a digital entertainment platform that combines linear TV with video on demand entertainment. To its housing association partners the Tele Columbus Group offers tailored models of cooperation and state-of-the-art services such as telemetric and tenant portals. As a full-service partner for municipalities and regional utilities, the Company is actively supporting the fibre-based infrastructure and broadband internet expansion in Germany. For its business customers the Group offers carrier services and corporate solutions on its proprietary fibre network. Besides its headquarter in Berlin, the Company has locations in Hamburg, Leipzig, Ratingen and Unterföhring/Munich. Since January 2015, Tele Columbus AG is listed on the regulated market (Prime Standard) of the Frankfurt Stock exchange.
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