Case Study: Lumen achieves faster incident resolution and improved customer experience with Microsoft Power BI

Lumen celebrates employees’ collective talent using Microsoft Teams to drive customer experience

Lumen Technologies, a global telecommunications and technology provider with roughly 40,000 employees, faced fragmented collaboration, slow cross-team incident response, and the need to simplify employee workflows to better serve customers. To unify communication and modernize the workplace, Lumen adopted Microsoft Power BI’s Microsoft 365 toolset—primarily Microsoft Teams (including Teams Calling and meetings), plus Power Apps, Power Automate, and Power BI dashboards—to break down silos and enable a single platform for teamwork.

Microsoft Power BI’s solutions delivered a company-wide collaboration platform that improved customer engagement and operational responsiveness: Advanced Managed Services teams use Teams and live Power BI dashboards for faster contract updates and monthly reviews, NOCs (about 560 employees) coordinate incident response in shared Teams channels to resolve cascading network faults more quickly, and Lumen rapidly deployed Teams calling to 8,000 sales reps over a single weekend during COVID-19 while enabling 75% of the workforce to work from home. The result was reduced shadow IT, faster turnaround on service issues, stronger customer relationships, and broad, rapid adoption across the enterprise.

Lumen

Fletcher Keister

Chief Transformation Officer