In September 2014, there was a malfunction on Texel that was not detect by the network technology. The system only gives an alarm if two or more masts fail, while there is only one mast on Texel. When this mast fail in September 2014 and mobile internet traffic was no longer sweden phone number library possible on Den Burg, this was detect bas on the social mentions that came in. Bas on these findings, webcare was quickly contact, a system check was perform and it was determin that the monitoring of the masts was not set up correctly. After the malfunction was resolv, the systems involv were also adjust bas on these findings.
Example: fiber optic problems in Eindhoven solv via webcare
Another example occurr in the Eindhoven region in October 2014. According to the network technology, there were no disruptions, but customers complain via social mia about problems with fiber optic in the region. A lot of information came in via social mia. By switching to webcare, customer data could be exchang, so that individual lines could be measur. Ultimately, it turn out that too much traffic was going via 1 line, which result in lower internet spes. Shortly after detection, the matter was resolv and the problem was solv, thanks to the reports via social mia that were immiately receiv by the SQC.
The results of the narrowcasting
A of social data are promising. By showing the relevance of social to employees, a clear change is search engine optimization mails visible in the mindset of employees.
Narrowcasting
In addition to the integration in the SQC, social data is shown in almost all departments by means of narrowcasting. The idea behind this is to bring the customer into every department and to show in a transparent way what the customer thinks about KPN. Topics relevant to the successful email marketing for ecommerce department are also shown.A outage on Texel
KPN Narrowcasting screens
