Case Study: Leading Telecommunications Provider cuts call center costs by $3.2M with Medallia

Leading European Telco Operator Uses Medallia for Digital to Reduce Call Center Costs by $3.2 Million

Leading Telecommunications Provider, a major European telco with 6.2 million mobile customers and 1.7 million broadband connections, needed to boost online self-service to lower contact center volumes, contain high operating costs, maintain service leadership and customer satisfaction during a multilingual digital transition, and rapidly optimize a new mobile app. To address this, the company engaged Medallia, implementing Medallia for Digital with Net Promoter Online to capture on-site feedback and track customer sentiment.

Medallia enabled the operator to pinpoint pages needing clearer content and navigation, route issues to the right teams, prioritize app improvements based on real customer input, and integrate NPS tracking across languages. As a result, online support resolutions rose 15%, call center costs fell by more than $3 million in 12 months, Net Promoter Score improved from 0 to 30, and website and mobile-app optimization accelerated thanks to Medallia’s feedback-driven insights.