When the cable network needs maintenance work or troubleshooting, the service team arrives with a small van often blocking pedestrian traffic or taking parking places from residents.

We used the surface of the vans to make people understand that the troubleshooters are here to make their tv programs work again.

We put the actual drivers onto the van's surface photographed as cast members of famous movies and used referring headlines like these:

“I am here to save Private Ryan.”

“I know the magic how to put Harry Potter back on your screen.”

“I was called because the Lambs got silent.”

The Troubleshooter team was all too impersonal before, so we wanted to give them a face and make them more human - So we put these guys not only on the service vans but also on indoor posters at UPC Stores.

The first indication of success is the number of complaints dropped.

Since UPC made the Troubleshooter team faster and we gave them a face, the complaints dropped by 24% in the call centre and 18% on their Facebook page.

The posters were a social media hit, and for the first time positive comments also appeared regarding the service team.

The biggest result is though that UPC's Net Promoter Score went up by 1 point compared to the previous period.