Case Study: Large Cable TV and Telecom Provider achieves real-time Customer 360 and boosts customer experience with Gathr

360-degree view of the customer for a large cable TV and telecom provider

Large Cable TV and Telecom Provider, which operates in over nine US states and serves nearly 5 million customers, was losing ground to streaming competitors and struggling with high churn because its analytics were limited to historical, monthly call reports. The provider lacked real-time dashboards, customer data enrichment, and the ability to contextualize interactions for proactive support or targeted marketing, so it engaged Gathr to build a Customer 360 view and real-time data platform.

Gathr ingested and enriched streaming and operational data (set-top box clickstream, error reports, contact center logs, campaign traffic), applied in-memory enrichment and self-learning models, and delivered real-time dashboards, agent monitoring and micro-segmentation for personalized offers. Gathr’s solution produced continuously updating insights—examples shown include 46,776 visits, 41,896 chats and a 37.82% chat abandonment rate—along with detailed error and agent performance metrics, enabling real-time personalization, upsell/cross-sell, improved call-center guidance and campaign performance monitoring.