Case Study: Three UK reduces customer care resolution times with Resolve Systems

Resolve Automates Customer Care for Three UK

Three UK, a major mobile telecommunications provider, faced significant challenges in its customer care center. The company needed to quickly adapt to changing requirements and sought a flexible solution to reduce lengthy call times and minimize escalations to Level 2 and 3 support agents. To address this, it partnered with Resolve Systems to implement its Accelerated Incident Resolution software.

The solution from Resolve Systems condensed multiple diagnostic platforms into a single application, empowering agents with a streamlined control center. This implementation dramatically reduced customer care response times from up to 20 minutes to less than two minutes and successfully decreased escalations. Within seven months, the system was fully deployed, resulting in substantial time and cost savings for Three UK.

Three UK