Case Study: Proximus achieves faster fiber rollout and better customer experiences with Elastic

Proximus boosts the customer experience and accelerates launch of fiber broadband

Proximus, the Belgian telecommunications group, needed better visibility into complex business processes as it rolled out fiber broadband, improved customer journeys, and upgraded website search. To support these efforts, Proximus turned to Elastic for search and business process monitoring across its organization.

Elastic implemented Elasticsearch, Elastic Enterprise Search, and Elastic Cloud Enterprise to unify data from multiple systems, power website search, and track fiber activation end to end. The result was faster issue resolution, better customer support, a single view of customers across brands, and improved customer experience metrics, including higher NPS and reduced churn.

Proximus

Yves Biver

Tribe Lead and Chapter Area Lead of Integration