Case Study: Telkom Mobile improves customer-centricity and drives financial benefits with TTEC

Telkom South Africa Creates a Roadmap for Long-Term Success

Telkom Mobile, part of Telkom South Africa, was facing rising churn risk, heavy criticism over its service approach, and growing competition from new market entrants. To address these challenges and protect its subscriber base, Telkom turned to TTEC for help in developing a more customer-centric strategy and roadmap for long-term growth.

TTEC worked with Telkom Mobile to facilitate executive workshops, benchmark customer capabilities using its IDIC framework, map the customer journey, and build a 30-month roadmap with more than 70 initiatives. TTEC also prioritized 24 quick-win projects and focused on contact center strategy, data and analytics, segmentation, churn analysis, and change management. The result was a major turnaround in market perception, strong customer praise, and significant financial benefits within the first 12 months.

Telkom Mobile