C5i > Case Studies > Save Operating Costs by Using Insights to Drive Self-Service Initiatives

Save Operating Costs by Using Insights to Drive Self-Service Initiatives

Customer Company Size

Large Corporate

Region

America

Country

United States

Product

Digital Customer Experience Solution

Tech Stack

Data Analysis

Implementation Scale

Enterprise-wide Deployment

Impact Metrics

Cost Savings
Customer Satisfaction

Technology Category

Analytics & Modeling - Data Mining

Applicable Industries

Telecommunications

Services

Data Science Services

About The Customer

The customer in this case study is a US Telecom and Media Giant. The company operates in the telecommunications industry and is one of the leading providers in the United States. The company offers a wide range of services including internet, cable TV, and phone services. The company has a large customer base and operates a call center to handle customer queries and issues. The company was facing a challenge where many customers preferred to get their Modem Reset done by a customer service agent rather than through self-service channels.

The Challenge

The client, a US Telecom and Media Giant, was facing a challenge where many customers preferred to get their Modem Reset done by a customer service agent (call center) rather than through self-service channels (Web, IVR). This preference was leading to increased operating costs for the company. The client engaged Blueocean Market Intelligence’s Digital Customer Experience Solution to understand the reasons behind this preference and use this analysis to optimize self-service channels.

The Solution

Blueocean Market Intelligence deployed a team of CX SMEs, CX analysts, and insight experts to understand the business problem and propose a solution. They set up a 4-week program to study the problem in context and identify the reasons for the current situation and possible solutions to drive self-service and reduce call center costs. The team gained knowledge around business process through study and collaboration with cross-functional teams. They reviewed product collaterals, technician manuals, and agent training documents. They deep dived into data to examine segment-specific attributes to develop and test hypotheses. They went through calls recordings and field service technician notes to add qualitative insights to the analysis.

Operational Impact

Identified key differences in Modem Reset process across various channels - WEB, IVR and INAV (call center)
Mapped user flow across channels with Success/ Failure rate
Identified segments and attributes driving calls to call center
Advised client to upgrade a specific firmware which was driving 13% of total calls

Quantitative Benefit