Baltic Telecom Company Trials Self-Service Store to Reach Small-Town Customers

Telia Self-Service Store

Telia — a telecommunications company in the Nordic and Baltic states — is piloting a new self-service store model in Tartu, Estonia, as it looks for cost-effective ways to serve customers in regions where full-service offices aren’t in place.

Developed in partnership with Estonian technology company Cleveron, the pilot will run through mid-August. Customers will be able to replace telecom devices such digital TV tuners, SIM cards and telephones, purchase new ones and pick up ordered goods at the self-service store.

The store is built around Cleveron’s parcel robot, which includes a standalone kiosk and large customer service screen. Customers can contact a Telia call center consultant using the kiosk, as well as order and pay for goods and receive products ordered online or on-site.

“We have long been looking for an opportunity to sustainably restore our presence in smaller towns across Estonia,” said Katre Liiberg, Head of Estonian Sales and Customer Service at Telia in a statement. “From the community standpoint, the network of regional service points is of utmost importance; nevertheless, the solutions used up until now have not been commercially sustainable. We see that this innovative solution will help us  improve the regional availability of services and support while increasing people’s skills in using digital solutions.”


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