Case Study: Large European Communications Provider achieves faster first-call resolution and higher customer satisfaction with Avanade

Large European Communications provider redesigns the customer experience

A large European communications provider — offering cable TV, broadband, mobile and landline services — struggled to serve customers efficiently after rapid growth through acquisition left it with many disconnected legacy systems. Call center agents had to toggle between multiple applications, customers often needed multiple calls to resolve issues, and agents lacked the consolidated customer view required to cross-sell or upsell bundled services.

Avanade built a unified platform on Microsoft Dynamics CRM and the Customer Care Accelerator that layered a single access point and landing‑page dashboard over existing systems, standardized agent workflows, and rolled out pilots across four call centers supporting 2,500 agents. The solution enabled one-call resolution across services, empowered agents to up‑ and cross‑sell, and delivered dashboards to track customer satisfaction, call times and volumes—improving service quality and providing a foundation for continued, evolutionary improvements.