Case Study: a leading telecom provider boosts activations and revenue with Market Force analytics

Leading Telecom Provider - Customer Case Study

A leading telecom provider was struggling to understand what drove customer activation rates in its retail stores. Despite using mystery shopping and satisfaction surveys, the company lacked actionable, store-level data. They partnered with the vendor Market Force to use its analytics services to identify the key behaviors that would improve performance and increase their market share.

Market Force analyzed multiple data sets to create a "Criticality Index," which identified five critical behaviors linked to activation rates. The analysis showed that stores performing all five behaviors activated four times as many customers. Market Force's solution provided a clear blueprint, projecting that full implementation would add 1.5 million new customers and generate $1.4 billion in additional annual revenue, leading the telecom provider to invest in a new customer experience program.