Case Study: Financial Service Company reduces churn and costs with TTEC

Financial Service Company - Customer Case Study

Financial Service Company partnered with **TTEC** to address rising customer support volume and costs without a formal way to understand root issues or prioritize corrective action. The company needed a more data-driven approach to identify customer pain points, reduce calls, and react more quickly to emerging problems.

**TTEC** used guided text analytics to analyze millions of unstructured phone logs, built a detailed category structure for customer issues, and integrated call data with customer-level information in a cloud-based reporting platform. This enabled near real-time dashboards and faster call-deflection actions such as product enhancements, self-service resources, documentation updates, and FAQ revisions. As a result, Financial Service Company expects a **10%–15% annual call reduction over three years**, representing **tens of millions in cost savings**, along with improved customer experience and increased client retention.