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Redesigning customer care journeys

A US telecommunications company had a legacy of systems and complex business rules across its multiple segments that created a complex IT–business ecosystem.

By redefining the service-delivery strategy and customer interaction model to “always start with digital—digital first,” launching a quick-wins effort to update content and introduce minor changes in user experience and user interface (no additional functionalities) in website and app, and launching a digital-adoption campaign, we were able to accomplish the following:

  • reduce call volumes by nearly 75 percent in select categories, with overall reduction approximately 20 percent in the first 6 months
  • capture more than $30 million in annualized savings with quick-wins effort
  • increase customer satisfaction by 4 percent in the first year
  • develop agile and digital capabilities in organization to continue the effort

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