Case Study: Telfort achieves more than 95% online self-service and top telecom service ranking with GX Software

How Telfort deals with 95% of customer questions

Telfort, a KPN subsidiary, set out to overhaul Telfort.nl after customers struggled to find answers amid too many pages and confusing content, which drove up call‑centre volume and hurt satisfaction. To address this, Telfort worked with GX Software, using its XperienCentral content management system alongside analytics and feedback tools such as BlueConic, Google Search Appliance and Usabilla to better understand customer questions and behavior.

GX Software helped deliver a User Guided Search built on XperienCentral and integrated with BlueConic and Usabilla to surface focused, personalized content (answers within five clicks). The change produced a non‑contact ratio of over 95% (95%+ of customers find answers online), cut call‑centre contacts and costs, boosted customer satisfaction and earned Telfort top telecoms service recognition on digital benchmarks.

Telfort

Ellen Brunninkhuis

Product Owner