Case Study: Large Telecom Company saves millions and optimizes customer experience with CFI Group

Large Telecom Company - Customer Case Study

Large Telecom Company engaged CFI Group to audit more than 100 internally collected operations metrics and determine which measures actually drove customer experience. CFI Group used its ACSI-based analytics platform and advanced causal and non-linear modeling to link three years of disparate operational data to customer satisfaction and identify which metrics mattered and the optimal service levels.

CFI Group distilled the data to ten key drivers that became senior-management daily dashboard metrics and set targeted service levels by customer segment. The analysis showed many call center targets were overly aggressive, allowing the Large Telecom Company to reallocate manpower, avoid building a new call center, and achieve empirically optimal service levels—saving the company millions of dollars while maintaining or improving customer outcomes.