Case Study: TDC increases first-time-right and customer satisfaction with Dezide

TDC achieves 12% increase in customer satisfaction score

TDC, the leading Danish telecommunications provider, faced significant challenges in its customer service operations. Its agents relied on outdated and complicated Microsoft Visio diagrams that were difficult to update, leading to inconsistent service, high handling times, and extensive training costs. To improve first-time-right rates and customer satisfaction while reducing costs, TDC chose to implement the AI-driven knowledge management system from vendor Dezide.

Dezide converted TDC's static diagrams into dynamic, intelligent troubleshooting guides. The solution integrated with existing systems to automate complex tasks, such as DSL line checks, which significantly reduced handling time and human error. As a result, TDC achieved a 13% increase in first-time-right, a 12% increase in customer satisfaction, and a 37% reduction in unacceptable fault-handling experiences, alongside dramatically cutting agent training time.

TDC

Christian Yde

Program Manager