Case Study: Business 2 Business Telecommunications achieves unified, real-time Customer Experience Management and actionable VoC insights with inQuba

Business 2 Business Telecommunications - Customer Case Study

Business 2 Business Telecommunications, an industry-leading B2B telecommunications provider operating across Africa, engaged Inquba to design a Customer Experience Management (CEM) solution. Rapid expansion, deregulation and a diverse client base had left the company with fragmented CRM, billing and operations data, uncoordinated surveys, no workflow to action feedback and no way to link customer satisfaction and loyalty to business operations.

Inquba deployed its inQuba VoC and inQuba Wired platform to integrate real-time event data across systems, trigger context-aware surveys, map contacts correctly and surface at‑risk accounts via dashboards and escalations. The Inquba solution delivered continuous, event-driven insights that linked employee performance to customer satisfaction, improved contact data quality, gave account managers drill-down visibility to remediate problems, and established governance forums to drive measurable, organization‑wide improvements in customer experience.