Case Study

Driving Telecom Forward with NPS Transformation

Transforming CX for the Leading Super App

Reshaping telecom customer experience with a remarkable 46% NPS growth by systemic strategies.

Redefining Customer Loyalty Metrics

A case study for one of the largest telecom companies, evaluating their current NPS status, devising and implementing methodologies to up the score by a prominent margin.

Impact at a Glance

Delivering tangible growth & efficiency in record time.

Verified Results

60%

CSAT Improvement

7%

Less

Non-Digital Complaints

+2%

Reduced

Cancel Cases

45

Business

Process Re-engineered

26K

Review

Quality Assessment

98%

FCR

FCR Improvement

Redefining Customer Loyalty Metrics

A case study for one of the largest telecom companies, evaluating their current NPS status, devising and implementing methodologies to up the score by a prominent margin.

The Client Context

72 Million

Subscribers

$1.1 Billion

Revenue

1K+

Support Agents

Since 2020

Client Since

The Challenge

Growing pains at scale: Limited visibility & operational friction.

CX Uplift Through Digitalization

Improving customer experience through digital and streamlined complaint management.

Business Process Re-engineering

Optimizing processes for greater efficiency and performance.

Transforming CSAT

Driving higher customer satisfaction through service excellence.

Unified Integrated Platform

Enabling seamless omnichannel customer experiences.

Our Solution

Revenue Catalyst

Supported customer care while contributing directly to the client’s revenue initiatives.

Analysis
Feedback Loop

Root & Process Analysis

Performed RCA by reviewing all customer cases, identifying failures in internal operational and external communication loops, and correcting process gaps through targeted coaching.

Root Cause
Process Correction

Customer Outreach

Contacted dissatisfied customers directly and deployed the CFL dedicated team to assure them and close feedback loops.

Customer Care
Trust Rebuild

Client Escalations

Raised alerts to the client on dependencies and system gaps impacting customer experience, suggesting clear process and system improvements.

Issue Escalation
Process Alignment
Driving Business Success

Customer-Centric Solutions That Delivers

Transforming service delivery with enhanced communication and timely resolution.

Enhanced NPS Growth

Achieved a 10% NPS boost, reflecting sustained growth in customer satisfaction.

Improved Operational Efficiency

Optimized service timelines reduced overdue cases and elevated customer satisfaction. 

Upgraded Customer Experience

Enhanced communication protocols boosted customer loyalty and proactive service delivery. 

Driving Progress with Every Insight

Experience Impact form Feedback to Tangible Growth

Abacus always relies on candid, unbiased feedback from its clients as a key metric for assessing our performance. This transparent input helps us identify friction points and guides our continuous improvement. In this case study for one of the largest telecom companies, we evaluated their existing NPS, identified areas for improvement, and implemented targeted strategies that resulted in a significant boost to their score. This underscores our commitment to driving measurable, impactful results for our clients.