The results
3x
more purchases from users who use search
7%
more users relying on search as the main navigation tool
6%
higher search click-through rate (CTR)
Who is our client?
Telia is one of the leading telecommunications provider in Scandinavia and the Baltics,
serving millions of customers across the region. In Lithuania, Telia.lt ranks among the country’s
top websites by traffic, offering a wide range of products, digital services, and support resources
for both private and business customers. With such a broad portfolio, an effective search experience
is critical. It helps customers find answers quickly and reduces the load on the support team.
About integration
Industry
Telecommunications
Monthly traffic
2,9M visits
Lithuania TOP10 ecommerce site
Platform
SAP
Key challenges
Fragmented content ecosystem
Telia wanted to connect multiple content sources — including products, services,
support articles, FAQs, news — into one intelligent search, giving customers a
single place to find any information they need.
High support load
Customers couldn't find essential information like technical support guidance or
service center hours. Many turned to the support team for answers that could have
been solved by a good-performing search, increasing the volume of incoming requests.
Inefficient content discovery
Even when content existed, it was often buried behind disconnected indexes, leading
to slower customer journeys and missed opportunities to convert.
Inconsistent search relevance
Different sections used separate ranking rules, returning uneven or conflicting
results for similar queries. This made it harder for customers to trust the
search experience.
Solution
Telia Lithuania replaced its existing Apache Solr–based system with LupaSearch, creating one unified, intelligent search experience across all digital properties. Key initiatives included:
Unified indexing across multiple sources
LupaSearch connected Telia’s B2C and B2B content, merging products, services, support
articles, FAQs, and news into one intelligent search for consistent results across the site.
AI-enhanced natural language processing (NLP)
Customer queries are now interpreted based on intent, not just keywords, ensuring faster
access to relevant answers and products.
Smart ranking algorithms
LupaSearch surfaces the most relevant and helpful content automatically, from
troubleshooting guides to device recommendations.
Native SAP Commerce integration
The solution was deployed quickly with minimal development effort, fully aligned
with Telia’s existing architecture.
Optimized self-service experience
Customers now solve many of their own questions through search, reducing inbound
tickets and freeing support teams to focus on complex cases.
Scalable infrastructure
Built to handle millions of queries efficiently, ensuring reliability during high-traffic
peaks and product launches.
The results
3x more purchases from users who use search
Search users show significantly stronger intent and conversion.
+7% increase in users using search
More visitors now use search as their main navigation path. Reduced search times
led to a smoother user experience.
+6% increase in click-through rate (CTR)
Customers find relevant results faster and engage more.
Reduced support tickets
Customers can now resolve issues independently through improved self-service.
Reduced maintenance overhead
Lower upkeep needs compared to Apache Solr, supported by an intuitive LupaSearch console.
Summary
By unifying its content indexes and empowering users through intelligent search, Telia
Lithuania turned search into a key driver of customer satisfaction and operational efficiency.
With LupaSearch, the company simplified digital navigation, reduced support pressure, and
built a more connected, scalable experience for millions of users.
"With LupaSearch, we finally unified our entire search experience — from B2C and B2B to
help content. Customers now find what they need much faster, and we've noticed a clear drop
in repetitive support queries. The implementation was smooth, and the collaboration with the
LupaSearch team was both agile and effective."
Inga Vaškevičė
Pre-paid & E-com Product Manager, Telia Lithuania
Pre-paid & E-com Product Manager, Telia Lithuania
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