Mission-Focused Programme

LEADING TELCO CASE STUDY

A four-month crisis response that reversed NPS and cleared 100% of aging complaints

Project SEAL Task Force

→ → → → → → → → → →

Trouble-to-Resolve Turnaround

COVID-19 work-from-home demand overwhelmed networks, spiking complaints and pushing resolution SLAs and NPS sharply negative across the Trouble-to-Resolve journey.

Cross-functional

Weekly GCEO review

Bridge network & coverage gaps and attack aging complaints, resolution SLA and NPS through a senior-led task force.

Aging complaints

Resolution SLA

-37→11pp

network planning NPS

14K→87

aging complaints

29→86%

24-hr resolution SLA

4 mths

to full turnaround

Other Implementation Use Cases

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AI @ Scale

Autonomous, trilingual AI care that resolves 9 in 10 conversations without human...

Digital Self-Care

A humanised self-care platform that made digital the preferred way to transact

Voice of Customer

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Mission-Focused Programme