Case Study: UK-based telecommunications provider doubles subscriber numbers and reduces churn by 25% with AppHelp by AppDirect

Telecom giant ‘doubles subscriber numbers’ with AppHelp

A UK-based telecommunications provider was struggling with a surge of out-of-scope support requests that pushed customers to third-party repair shops, fragmenting the experience and causing confusion, low first-time resolution rates and higher churn.

The company deployed AppHelp by AppDirect as a white‑labeled, 24/7 premium support service (with a flat “no‑fix, no‑fee” subscription), routing customers to AppDirect’s team and freeing internal staff. The result: subscribers doubled to 100,000 in 12 months and have since grown to 175,000 monthly, customers on the plan are 25% less likely to churn, 93% of issues are resolved on first contact (most within an hour), and the offering delivers high margins while boosting satisfaction and brand equity.