Case Study: a major cable and home internet provider recovers $23 million in annual revenue with InMoment

Survey Callback Requests Create Opportunity to Recover $23M in Annual Revenue

A major US cable and home internet provider, facing significant customer churn from the rise of streaming services, partnered with InMoment. The company used InMoment's customer listening technology to gather immediate feedback following customer care interactions, aiming to identify at-risk customers and improve retention.

The InMoment solution involved surveying customers and triggering real-time alerts to managers when a customer gave negative feedback and requested a callback. This created an estimated 12,000 recovery opportunities annually. InMoment calculated that this streamlined process for rescuing dissatisfied customers represented an opportunity to recover $23 million in potential annual revenue.