Telia Sweden Customer Security Revenue Case Study

This case study details how Telia Sweden, the largest telecommunications operator in Sweden, successfully enhanced its security revenue by 53% through a strategic migration of existing security customers to the F-Secure Total package. Initially, Telia had a significant number of customers subscribed to the F-Secure Internet Protection service. To attract new customers, they introduced F-Secure ID Protection and later bundled both services with a VPN into a comprehensive offering called F-Secure Total. The challenge was to demonstrate the value of this new package to their existing customer base. Telia streamlined its offerings by discontinuing individual F-Secure products, focusing on F-Secure Total to reduce customer confusion. Supported by F-Secure, they communicated the benefits of the new package through various channels. As a result, Telia not only increased its security revenue but also achieved a low churn rate of 5% and a 9% increase in Net Promoter Score, indicating greater customer satisfaction.