Case Studies

Telecommunications provider

Your organization's future, predicted with remarkable accuracy.

Situation:

A relatively new, fast-growing company offering local phone, cable television, broadband and ISP services was seeking to capture market share from long-entrenched competition, which had virtual monopolies in the market place.

Approach:

Using our proprietary methodology, we were able to link operational metrics to customer experiences in order to enhance customer retention and acquisition in several different markets.

Change:

Based on our analysis, we were able to implement a number of changes – some subtle, some revolutionary – in order to help the company garner and retain a stellar reputation, threatening their well-established competitors. These included:

  • Conducting workshops to define root causes of problems related to billing, information technology and customer service
  • Implementing training and operational procedures to bridge the quality gap between employed technicians and subcontractors
  • Simplifying user systems and improved training for customer service representatives
  • Increasing customer service staffing levels
  • Linking incentive compensation to customer satisfaction targets