Case Study: Beeline achieves lower churn and higher NPS with Medallia

How Beeline Is Winning the Market Through Customer Experience

Beeline, one of Russia’s largest telecom operators, was facing rising customer churn and shrinking market share but lacked a complete, timely view into why customers were unhappy. Their legacy market-research solution delivered delayed batch reports and couldn’t identify or rescue at‑risk customers, so Beeline partnered with Medallia to build an NPS-driven, customer-experience program.

Using Medallia’s experience management platform, Beeline launched multi-channel, real-time SMS surveys (sent within 15 minutes), role-specific dashboards and a closed‑loop recovery process to surface root causes and act quickly. The impact: churn fell for the first time in three years, overall NPS rose 9 points, Contact Center Service NPS doubled, and response rates increased more than 10x, enabling continuous, data-driven improvements across the company.

Beeline

Liuba Sabinina

Head of CE analytics and NPS Program Manager