Case Study: Digicel reduces customer care costs with VISION Consulting

Digicel - Customer Case Study

Digicel worked with VISION Consulting to cut customer care costs without harming service quality. Facing a $29 million customer care budget in 2017, Digicel wanted to reduce costs, protect NPS, and avoid increasing churn while improving efficiency across its support operations.

VISION Consulting analyzed call drivers and Digicel’s IT environment, then led a self-service migration strategy across 32 countries. The solution included redesigning customer journeys, enhancing IVR, apps, content management, social media, and support systems, and consolidating 14 call centres down to 6. The program has delivered about $7 million in-year savings and $12 million full-year savings so far, is on track to reduce 7.5 million calls annually, and is expected to exceed its $13 million call-centre cost reduction target, with no evidence of churn and only temporary NPS dips of less than 10 points.

Digicel