Case Study: nTelos Wireless achieves 20% fewer support calls and $160K/month savings with Parature (from Microsoft)

nTelos Wireless Connects with Its Growing Customer Base Across Phone and Web

nTelos Wireless, a regional telecommunications provider serving hundreds of thousands of customers, faced the challenge of delivering consistent, multichannel customer service while managing a heavy volume of support calls—about 200,000 per month—and frequent FAQ-driven inquiries that were not always convenient for customers to resolve by phone. The company wanted a 24/7, self-service option that preserved customer loyalty and reduced strain on its contact center.

nTelos implemented Parature’s self-service knowledgebase integrated with Microsoft Dynamics CRM and AlfaPeople ITSM to launch a mobile-responsive support portal and online case submission. Within months calls dropped to about 160,000 per month (a 20% reduction), saving roughly $160,000 monthly; new agent training time fell by 30%, ROI was achieved in under three months, and the portal now serves over 10,000 users monthly (about half on mobile) while improving analytics and case categorization.

nTelos

Peter Friedenberg

IT Project Manager