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Big Data Solution for Customer Service and Self-Service Portals Professional Services

Excelacom developed an ecosystem of tools and methodologies to streamline the data categorization and boost data-driven decisions, which led to a significant increase in customer satisfaction due to a more personalized, fast, and efficient approach to customer service and customer success.

Data-driven decisions enabled the creation of an effective strategy for resolving immediate issues and enhancing both customer satisfaction rates and employee productivity.

Excelacom needed to provide the on-site team with professional consulting on the subject and ensure the best industry tools and approaches were being employed. Additionally, Excelacom developed efficient methods of vendor evaluations to guarantee project durability and support.

Client Challenges

  • As part of the ongoing improvement of operational efficiency efforts, this CSP was seeking ways to improve essential industry KPIs within its customer service call centers.

Client Challenges

  • End-to-end project delivery and executive reporting
  • Technical and business consulting
  • Post-production support and troubleshooting
  • Stakeholder establishment of communication processes

Business Value

  • Cost Savings through KPI reduction
  • First year savings estimated at $15M
  • Defined uses cases for customer data
  • Improved customer trust
  • Increased efficiency of customer service representatives

Excelacom’s Approach

Excelacom focused on solving major pain points:

  • How to use data from mobile devices to understand the pressure on call centers
  • High KPIs and high costs
  • Customer satisfaction rates  

Project Description

Excelacom focused on analysis and further improvement of this CSP’s key metrics and KPIs to reveal potential improvement areas.

  • Utilized network traffic feeds to identify and categorize nearly all data traffic generated by customers’ mobile devices. The data was captured via APIs to the IT Customer Service Application, as well as self-service applications via web and mobile.
  • Project managed the end-to-end delivery, including executive reporting.
  • Provided technical consulting and vendor evaluations to ensure that the best industry tools and approaches were being employed.  
  • Performed post-production support to identify, investigate, and resolve issues, as well as provided stakeholder communications on status and progress.  

Project Outcomes

  • Leverage existing network data feeds
  • Provide insights into customer data usage
  • Reduce Customer Service center KPIs

Project Advantages 

  • Cost Savings through KPI reduction - Reductions in Call-in-Rate, Average Handle Time, Overage Charges and Credits estimated to save $15M in the first year
  • Increased customer satisfaction - More clarity into customer data usage improves trust and helps the conversation with customer reps
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