Case Study: a leading B2B multi-utilities firm achieves 29x ROI with MOJO-CX speech analytics

How MOJO-CX© accelerated operational process and performance improvement in a UK leading B2B multi-utilities firm

MOJO-CX was engaged by a leading B2B multi-utilities firm to address its challenge of poor customer experience scores, rising operational costs, and high customer churn. The company needed to find ways to retain customers and reduce spending in a difficult post-pandemic UK energy market.

Using its conversation and speech analytics software, MOJO-CX analyzed over 44,000 support calls. This allowed them to identify key areas for process improvement and targeted agent coaching, pinpointing issues like a high repeat call rate and significant agent performance variation. MOJO-CX provided a massive 29x return on investment by identifying £700,000 worth of opportunities through enhanced processes and improved coaching.