Case Study: Leading Online Telecommunications Company achieves $133,784/month savings and improved multi-channel customer insights with Blueocean Market Intelligence

Large US telco improved effectiveness of offline and online communication channels for customer insights through digital analytics

Leading Online Telecommunications Company faced fragmented customer interactions across web and offline channels and needed to understand how customers behaved and what sentiments emerged across web, IVR, account and support touchpoints. They engaged Blueocean Market Intelligence to apply digital analytics and a 360 Discovery-style multi‑channel analysis to surface actionable insights.

Blueocean Market Intelligence deployed business analysts, visualization experts and advanced analytics teams, integrating 35+ data sources via APIs and big‑data architecture and aggregating data at the customer level. Blueocean pinpointed root causes (slow agent responses, missing FAQs, confusing navigation), delivered a detailed analysis within three weeks, and quantified potential savings of $133,784 per month by shifting interactions to web/FAQ — recommendations the client immediately actioned.