Case Study: Three achieves 100% compliance and faster customer journeys with Lightico

Three achieves 100% compliance and cuts call times by 10 minutes with Lightico

Three UK, a major mobile network operator, faced significant challenges in its contact center due to tightening financial compliance regulations. The need to recite lengthy disclosure scripts verbatim led to average call times exceeding an hour, customer disengagement, and persistent compliance concerns. To address this, Three partnered with Lightico to implement its digital platform for managing regulated sales interactions.

Lightico's solution shifted the compliance process off the advisor by sending customers a link to review and sign documents digitally on their own device during the call. This allowed advisors to focus on the sales conversation and process orders in parallel. The results were substantial: Three achieved 100% compliance, reduced average handling time by over 10 minutes, and saw a 10-point uplift in Net Promoter Score (NPS). Lightico enabled a more efficient, compliant, and customer-friendly experience.

Three