Case Study: Sunrise Communications boosts NPS and reduces support volume with Medallia Agent Connect

Sunrise Communications boosts call center NPS by 22 points with Medallia Agent Connect

Sunrise Communications, a telecommunications company, was struggling with a lack of visibility into real-time customer experience, relying only on lagging financial metrics. To address this, they implemented the Medallia customer experience platform.

The solution provided a composite view of customer touchpoints, empowering employees to take data-driven actions. Using Medallia, Sunrise abolished rigid contracts and improved loyalty rewards, leading to a 30% increase in customer inflow and NPS improvements of up to 40 points on new products. Overall, Medallia helped Sunrise reduce support call volume by 20% and achieve significant NPS gains across multiple areas.

Sunrise Communications