Case Study: a leading global telecommunications company improves customer satisfaction with Capgemini’s BI platform

Global Telecommunications Company - Customer Case Study

A global telecommunications company faced the challenge of gathering and analyzing critical customer data to increase its market share and improve satisfaction. To address this, they engaged Capgemini to implement a Business Intelligence platform, seeking to better gauge customer satisfaction, analyze help desk performance, and track new connections and customer attrition.

Capgemini developed a BI solution that integrated data from numerous systems, providing managers with advanced tools to track performance indicators and customer metrics. As a result, the company improved activation rates and customer satisfaction while reducing churn and cancellations. The performance improvements implemented by Capgemini resulted in millions of USD in quantifiable savings over five years.