Case Study: Verizon achieves 43% reduction in support calls and 50% faster customer-service analysis with Tableau Software

Verizon uses Tableau to reduce support calls by 43%, enhancing customer experience

Verizon Fios, which serves millions of broadband, TV and landline customers, faced an analytics challenge: massive, fragmented data (billions of rows and up to 4 TB/day) across Hadoop, Teradata and Oracle, and slow, manual Excel-based reporting that created bottlenecks and hindered efforts to improve customer experience and reduce repeat service contacts. The Analytics Center of Excellence (ACE) needed a scalable, self-service solution to give frontline teams and executives timely, trustworthy insights.

ACE built a Tableau-based analytics platform—ingesting and modeling data, producing 1,500+ governed dashboards used by 200+ stakeholders, and integrating geospatial mapping plus R and Python for deeper analysis. The dashboards enabled cohort-based routing, automated alerts, and faster dispatch monitoring, cutting customer service analysis time by 50%, reducing call volume by 43% and technician dispatches by up to 62% for targeted cohorts, while lowering operational costs and improving outcomes across call center, digital, and dispatch teams.

Verizon

Gregory McConney

Associate Director of Contact Center Analytics