Case Study: a top 5 telco company reduces troubleshooting time and improves transactions with Quantum Metric

a top 5 telco company cuts manual case troubleshooting by 50% with Quantum Metric

The customer, a top 5 telco company, faced a significant challenge in resolving customer-reported incidents efficiently. Their support, product, and engineering teams used Salesforce as a system of record but spent excessive hours manually troubleshooting cases, as they lacked direct insight into the actual customer experience. This process slowed down resolution times and left customers waiting.

The vendor Quantum Metric implemented its session replay feature by embedding it directly into the telco's Salesforce cases. This solution provided teams with immediate access to customer behavior evidence, eliminating guesswork and system-hopping. The results included a 50% reduction in manual case troubleshooting, a 20% reduction in-store cart abandonment, and a 15% increase in-store agent-assisted transactions, enabling over 500 employees across the organization.