Identifying High Cost Customers and Improving Their Value

Our large telecoms client was experiencing high levels of technical support calls into their customer service technical support team but could not understand the root cause of the issue. The average handling time was increasing, more resource was required in the customer service technical support team and the calls did not appear to be technical in nature.

Using our deep domain expertise and proprietary Value Based Management software, we analysed the customer call data using multiple dimensions. Our team identified the high volume of technical support calls were eroding the value of the customer group from a particular demographic purchasing a certain type of handset in a major channel. We demonstrated how this resulted in increased costs and had a detrimental impact on customer value for the client.

We provided the client with new insights to inform their decisioning which enabled them to introduce more cost-effective means of supporting their customers.

See how our Value Based Management solution and value analytics produced a £1m opex saving.