Case Study: US Telecom and Media Giant cuts operating costs by driving self-service adoption with Blueocean Market Intelligence

Save Operating Costs by Using Insights to Drive Self-Service Initiatives

US Telecom and Media Giant, a telecommunications leader, engaged Blueocean Market Intelligence to diagnose why customers were contacting the call center for modem resets instead of using self-service channels. Blueocean Market Intelligence deployed its Digital Customer Experience Solution to analyze the problem and identify opportunities to drive customers to Web and IVR options.

Blueocean Market Intelligence ran a focused 4‑week program combining CX SMEs, analysts, data deep dives, call recordings and field notes to map user flows, segment drivers, and success/failure rates across Web, IVR and call center channels. The team identified channel differences and advised a firmware upgrade that was causing 13% of total calls; implementing these insights increased self‑service utilization and reduced operating costs by shifting traffic away from the call center.