Major progress with a new model

– We couldn’t always deliver on time, which affected both planning and trust among our customers. That’s why change wasn’t just desirable—it was necessary,” says Niklas. The new model, which includes updated work methods, data-driven processes, and improved customer communication, has yielded positive results. Today, Telia Wholesale has more stable delivery times, higher accuracy, and provides customers with the right information at the right time.

– Of course, there’s still work to do. But we’ve made great strides, and we’re proud of that. Moving forward, we aim to minimize delays, collaborate more closely with our contractors, and continue streamlining our processes.

Of course, there’s still work to do. But we’ve made great strides, and we’re proud of that.

- Niklas Skoglund

Important and concrete improvements

To ensure timely delivery with greater precision, the organization has implemented several significant changes:

1. Optimized internal workflows to speed up and coordinate orders more effectively.

2. New collaboration models between departments, breaking down silos and creating shared responsibility.

3. Updated order management platforms for better oversight and control.

4. Enhanced customer communication with more frequent updates and real-time statuses.

By combining clear accountability with data insights, it’s now possible to provide more accurate delivery estimates—and keep them. Customers also have a better view of where their order stands in the process.

Data-driven management at every step

Today, much of the work is based on data-driven insights and processes. By tracking every aspect of a delivery in real-time, adjustments and improvements can be made before deviations impact the final result. Continuous analysis helps quickly identify risks and bottlenecks while allowing immediate action.

– We use modern digital platforms that collect and visualize information from the entire supply chain. This enables us to work proactively, reduce lead times, and improve precision.

Three guiding principles for the team

A crucial part of the success has been the transformation of the delivery organization—building a team where colleagues support each other and take joint responsibility for results. Working together is more than a method; it’s a principle, supported by three strong guiding values:

1. Transparency – sharing essential information.

2. Focus on fewer tasks at a time – prioritizing to create impact.

3. Radical ownership – a designated leader who sees the big picture and takes responsibility all the way through.

These principles foster both security and growth —encouraging individuals to take ownership while ensuring no one stands alone.

Partnering with customers—every step of the way

Katja Gyllenstedt, Head of Customer Experience and Quality at Telia Wholesale, works closely with customers daily, driving improvements across the board to deliver the best possible customer journey.

We deliver fiber from point A to point B. But we also ensure the customer succeeds in their business. Our shared goal is for the end customer to be satisfied.

- Katja Gyllenstedt

— That’s why we strive for early, clear dialogue, follow-up throughout the process, and proactive issue resolution before problems arise. And if problems do occur, we’ll be there. We aim to be a partner, not just a provider.

Listen, learn, and improve

For Niklas Skoglund and his team, these changes are just the first steps in a longer development journey. By listening, learning, and leveraging data and processes, they continue searching for ways to improve.

— Our new delivery page is one example. We’ve created a user-friendly site with better search functions, a sleeker design, and more relevant information, says Niklas.

— In the future, deliveries won’t just be better. They’ll exceed customer expectations.