Case Study: Telkom Mobile gains real-time CX insights and faster issue resolution with inQuba CX (inQuba)

Telkom Mobile - Customer Case Study

Telkom Mobile, a growing subsidiary of South Africa’s Telkom, faced a lack of direct customer insight and needed a Voice-of-the-Customer Customer Experience Management solution to track, measure and improve experiences across Telkom Mobile stores, Telkom Direct stores and contact centres. They engaged Inquba to deploy its inQuba CX platform to capture in‑experience feedback and create a single, actionable view of customer journeys.

Inquba implemented mobile/USSD surveys, personalised automated events, escalation workflows and intuitive dashboards for drill‑down reporting and daily management. The program invited 276,000 customers and captured 34,000 responses (12.54%); delivered scores for 231 stores and 346 agents; improved First Call Resolution from below 50% within six months; helped Telkom Mobile rise from 46th to 12th in the Orange Index 2013, win MyBroadband Mobile Provider of the Year 2013, and drive a measurable shift to a customer‑centric culture — all enabled by Inquba’s solution.

Telkom Mobile

Fuaad Noormohamed

Senior Manager: Service Management And Quality Assurance