Global Telecommunications Company
Transforming Lives with Every Connection
Our client is a global communications, hosting, cloud and IT services company that enables millions of customers to transform their businesses and their lives through innovative technology solutions.
Customers were Disconnected
Data showed that a large percentage of customers were not aligned with the best product to meet their needs. Our client wanted to improve the customer’s product experience and chose to test and refine multiple concepts to better align customers in a fast and cost-effective way.
Customer survey data also indicated low product quality perceptions. Our client wanted to identify and evaluate the root causes for the lower quality scores.
Tuning in to the Problems
To improve the customer experience, we partnered with an internet-based crowdsourcing community and led a project that captured customer insights, generated ideas, and tested multiple concepts.
We organized the project and guided our client through the findings for each stage of the process. We also designed an implementation plan based on the options that were most effective and attractive.
In an effort to address the issue of low product perception scores, we analyzed survey and operational data, reviewed sales processes, and conducted qualitative discussions with customers. We then proposed corrective actions to address the identified root cause.
Our client now has a solid understanding of the issues that were causing poor customer satisfaction scores, as well as a clear plan on how to correct them.
Results
Making Customer Connections
Based on the crowdsourcing findings, we identified and tested new concepts that would enable our client to improve the overall customer experience. The plan and roadmap we provided also included methods to continuously capture insights and measure success.
Our client now has a solid understanding of the issues that were causing poor customer satisfaction scores, as well as a clear plan on how to correct them.
