Since November 2013, Telefónica Germany – known in Germany with their brand o2 –offers their customers a software
solution for the independent repair of Internet-access related problems. Based on m2selfrepair, mquadr.at has adapted
the DSL Soforthilfe to the specific requirements of o2 and given it its individual look & Feel.
With the DSL Soforthilfe, o2 offers its customers a free tool that provides real support exactly where it counts: on
the consumer home computer.
m2selfrepair meets a challenge ISPs all over the world have to face: How is it possible to guarantee that customers
remain online after the initial Internet access setup? Changing configurations, the influence of 3rd party software,
etc. – many factors can lead to a disrupted connection. For the most part, these factors are outside of the providers’
direct control – still, customers tend to hold them responsible for these problems. This results in countless calls to
the support hotline, and the hotline’s resolution of these problems is very costly and time-consuming.
m2selfrepair enables the diagnosis and repair of many typical errors directly on the consumer’s home computer.
m2selfrepair runs in the background and appears only when an error has been detected and repairs it automatically or
offers step-by-step instructions for manual repair. This way, errors are resolved before a call is made, reducing costs
for hotline and on-site support significantly.
Using a self-care solution pays off: raised efficiency of support hotline calls (less calls, better prepared
customers), increased trust in the provider and its products, and improved customer satisfaction. Many leading Internet
Service Providers profit from m2selfrepair –o2 does so now as well in Germany with the DSL Soforthilfe.
» DSL Soforthilfe on Telefónica Germany’s web portal
The use of a self-care software significantly contributes to the improvement of the level of service offered to
customers – our long-term leading presence in the area of self-care solutions has proven it again and again. Customers
who successfully solve problems with the help of m2selfrepair gain confidence in their Internet provider. They lose
their fear of the sometimes confusing technology „Internet“ and feel satisfied with their connection. Specific error
descriptions replace desperate complaints such as „My Internet does not work any more!“ and help to build a firm and
sustainable foundation of trust between provider and customer.
Telefónica Germany GmbH & Co. OHG and their brand o2 belong to Telefónica Europe and are part of the Spanish
telecommunications group Telefónica S.A. The corporation offers its German private and business customers post-paid and
prepaid mobile communications products and innovative mobile data services based on GPRS and UMTS technologies. The
integrated communication provider additionally offers DSL fixed line telephony and high-speed Internet.
By the end of June 2013, Telefónica Germany’s complete access base has risen to 25,3 million.
» More on Telefónica Germany
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