Case Study: Mobile Network Company achieves lower repeat calls and $4M in savings with Smoke Customer Intelligence

Mobile Network Company - Customer Case Study

A major African mobile network company faced significant challenges in its large contact center, where low first-call resolution rates led to high customer churn and escalating operational costs. With over 180 million subscribers, customers often had to call up to six times to resolve an issue. The company partnered with Smoke Customer Intelligence to implement its Voice of the Customer platform, Eyerys, aiming to understand the root causes of service failures and reduce repeat contacts.

Smoke Customer Intelligence deployed an SMS survey via Eyerys to customers who had contacted support twice within six hours. The solution featured automatic escalation routing, which directed call-back requests to agents with the correct skills, and reason-code capture for business intelligence. This led to an 8% increase in first-call resolution, $4 million in cost savings, an 18% reduction in headcount through redeployment, and a 15% decrease in repeat calls, all while improving customer satisfaction.