Case Study: a large telecom provider improves customer satisfaction and self-service adoption with C5i

Large telecom provider in Western European region targeting both consumer and commercial (SMBs and Large Enterprises) segments

A large telecom provider in Western Europe was facing a consistent three-year decline in customer satisfaction and a significant increase in customer churn. Despite investing in digital tools, the company found its customers were increasingly dependent on its call center, which drove up operational costs. To address this, the provider engaged C5i and utilized its DCX Solution to understand and reverse these negative trends.

C5i initiated the engagement with a discovery workshop and a proof-of-concept that used NLP techniques to analyze customer data. This led to a tactical roadmap executed in Agile sprints. The solution from C5i successfully improved key metrics: customer satisfaction scores increased, call center costs were reduced month-over-month, and the adoption of self-service tools saw a significant lift among key customer segments, all while leveraging the client's existing technology infrastructure.