StatusHub Case Study - Telenor Digital

For online companies with no status page should be aware that while your social media channels and your shiny new marketing awards are great they won't save your ass when a problem happens and it is not communicated effectively with both your staff and your customers. A fact that Telenor Digital is well aware of.

Telenor is a Norwegian multinational telecommunications company headquartered at Fornebu in Bærum. As one of the world's largest mobile telecommunications companies, it has operations in Scandinavia, Eastern Europe and Asia. Telenor Digital is a community with Telenor that exists to shape the company's digital future. With a staff of over 150 employees, their work is key to transitioning Telenor into an Internet Leading Telco.

As the home of Telenor’s high-tech development house, they create globally scalable solutions within next-generation communication services, cloud services, eCommerce, and the “Internet of Everything” for various business units around the globe, with Asia currently being their largest customer base.

In doing this, Telenor Digital enables the global distribution of their own and third party services and also support new ventures within digital entrepreneurship.

Telenor Digital had been developing their own in-house availability monitoring solution, however, due to time spent on this project, it was felt an off the shelf product would offer a better experience.

In finding a similar system, they required a service that could offer stability and a level of support availability that would allow them to investigate issues as they needed. Another requirement Telenor Digital had for the availability monitoring solution, was a service they could set up, that did not need to adjust to suit their needs.

The Engineering Productivity team was responsible for finding the software that could meet these needs, having reviewed available solutions they found that some were very expensive and others required customisation in order to fit their needs. This is when they found StatusHub.

How did StatusHub help?

As the team responsible for providing systems and tools for the DevOps-y teams. The Engineering Productivity team were tasked with finding a suitable availability monitoring service. Their research led them to StatusHub.

One major benefit for Telenor Digital is that StatusHub and PagerDuty are easily integrated. They were delighted with how little time it took to set up their "StatusHub". By displaying the page on screens in their office, everybody can see the status of the company at a glance.

Results, ROI & Future Plans

Since implementing StatusHub, Telenor Digital noticed that they are able to measure the impact of service availability more precisely, partly due to displaying their "StatusHub" on screens around the office. This has allowed service managers to take more control when issues arise, ensuring that they offer customers a higher level of availability.

Why should you use StatusHub?

The unfortunate reality about running any online business is that every now and again you are going to suffer some downtime;

  1. Bugs in production;

  2. Networking issues

  3. and over 100 other little things that can go wrong throughout the lifetime of your business

If you don't handle this with the grace of a dainty little butterfly your customers and ultimately your bottom line will suffer.

As customers ourselves we have all suffered this before with products and websites we use regularly and the lack of communication is infuriating, which can lead you to never recommending them to your friends and possibly even switching to one of their competitors. This is not something you want your customers to experience with your brand.

Make StatusHub your experience revolution.

With StatusHub the good news is unexpected issues don't have to be a customer service disaster. StatusHub allows you to embrace transparency during these times which will lead to your customers forgiving you for any inconvenience caused. StatusHub gives you your very own "StatusHub" offering you an always up and always on way of communicating with your customers. This incredible tool allows you to build a world class customer service experience.

With your "StatusHub" you can communicate with your customers about;

  1. the status of your service and its independent parts

  2. planned and unplanned maintenance 

  3. and incidents about downtime 

Another cool thing your "StatusHub" can hook up with some of the tools you may be already using such StillAlive, PagerDuty, VictorOps, UptimeRobot and Pingdom allowing you to automatically update your "StatusHub". Keeping your customers up to date with issues as and when they happen.

If you'd like to learn more about statushub for enterprise, visit our site.

Accessibility should be the norm, not just a feature.

Over the last 100 years, the price, power and performance of technology have been on an exponential curve. We have seen the dawn of Television, Computers, The Gaming industry, the Internet, Smartphones and Tablets to name just a few. Looking ahead into the next 5 years we can see major advancements in area's like;
  • AI's 
  • Robots 
  • Virtual Reality 
  • and the Internet of Things 
While each advancement under these broad groupings have indeed been amazing and no doubt will continue to do so.

Too often we forget that technology is more than circuit boards, resistors, compute or software, but that technology is a tool created to achieve a goal. In the stone age, technology was the tools they created. The same holds true for the bronze age, the iron age even up to today. And this is why accessibility is massively important.

Accessibility refers to the design of products, devices, services, or environments for people with disabilities. The concept of accessible design ensures both "direct access" (i.e. unassisted) and "indirect access" meaning compatibility with a person's assistive technology (for example, computer screen readers).

The Web Accessibility Initiative has helped with this with the publication of the Web Content Accessibility Guidelines In December 2008 and which have since become an ISO standard in October 2012. However these standards have not been updated since 2009, it shows that tech’s next frontier will be removing barriers for disabled people.

The idea that technology should be for everyone without exception, is something that drives us at StatusHub. One of our great customers, Michigan State University has revealed their contribution to the accessibility space that we believe is life changing for the blind.

Reading a computer screen in Braille is a cumbersome process today. The visually impaired people who rely on the system of raised dots only have access to one line at a time. Beyond that, current systems don't translate charts or graphs. A team of researchers from Michigan Engineering and the School of Music, Theater and Dance are working on a solution. Their technology, which has been described as a leader in the field, relies on the pneumatic use of liquid or air to shrink the mechanism and expand it so it can display more at once. Their goal is for it to display the equivalent of a page of Kindle text at once.

At StatusHub, we have spent the last few months reviewing our own accessibility. Our ethos is tied to how we help make our customer's user experiences better. And we will never stop pushing the limits on this to raise the bar up repeatedly.

From the results of the report, we commissioned around how 'accessible-friendly' our service is, we did okay. But, okay isn't good enough for us. It never is. We're committed that by the end of the year after we've done some housework, restructured them to fit closer to our ideologies, and bring on more consistency in features, as well as new ones - that Statushub will have significantly improved this rating.

We want to be the most accessible out there to keep technology for everyone and just not the preserve of the able and I.T. savvy. This is crucial as we feel too often software services are developed, and they make sense to a small group of people who understand them, as opposed to being fully transparent and leverage-able by everyone.

Technology should not be a stick to be feared. It should be a carrot to encourage, develop, and share ideas to help find answers or solve tangible problems that change people's lives or situations - and these come from and benefit everyone.

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