Case Study
Telco reduces churn by 8% and boosts customer experience with 98.99% network uptime
CLIENT
The client is a prominent wireless network operator in the United States known for its extensive 5G network, competitive pricing, and customer-centric approach. The company provides a range of voice, messaging, data services, and high-speed connectivity to millions of customers nationwide.
CHALLENGE
Network performance and inefficiencies hindered customer satisfaction and retention
The client needed a partner to manage and drive overall network implementations, which included improving network deployment speeds, faster issue tracking and resolution for network problems, defining and enhancing key performance indicators (KPIs), and ultimately reducing customer churn. Extended network outages significantly impacted customer satisfaction and retention rates. There were many challenges to achieve these improvements, including:
- Little visibility and accountability in network processes
- Insufficient support staff internally and with contractors
- No real-time network monitoring
- No dedicated real-time support for field internet exchange and radio frequency
- Reliance on error-prone manual work with no automations
TRANSFORMATION
AI-driven network performance management solution transforms customer experiences and reduces churn
Through its Performance Assurance Group for customer experience management, UST transformed the client's technical landscape with advanced, AI-driven network monitoring and performance management tools, automated reporting and data analysis, and provided robust field support and troubleshooting services for telecom infrastructure. The solution improved accountability and visibility in network deployment with critical functions and capabilities focused on enhancing customer experiences and network performance, including:
- 24/7 network monitoring for performance, degradation, outages, or any other customer-impacting issues
- Accountability among all stakeholders for their respective sites, issues, and resolutions
- Immediate support for general contractors (GCs) via call, email, and app
- Tier 2 and scripting team services for troubleshooting and integration support
- In-house automation tools to facilitate real-time reports and efficiencies
- Network KPIs through an outage approval process, real-time KPI tracking, and issue resolution
The client can now provide real-time site status updates to customers, ensure GCs are promptly informed, and follow up on trouble tickets. The transformation minimizes downtime by swiftly supporting GCs and directing them to resolutions while delivering comprehensive visibility to all stakeholders and enhancing overall network deployment and performance management.
IMPACT
Improved customer satisfaction and reduced churn rate by 8%
UST’s solution transformed the telco’s technical landscape, ensuring high network performance and reliability while significantly enhancing customer satisfaction. The company also achieved these results:
- Increased network uptime and improved KPIs—Network KPIs are consistently above 98.99%, ensuring high performance and reliability.
- Reduced customer churn rate by 8%—This reflects improved customer satisfaction and retention.
- Real-time visibility into network performance for customers and stakeholders—This elevated overall satisfaction and network efficiency.
Discover how our Performance Assurance Group enhances the customer experience in telecommunications with AI-driven network optimization tools and techniques. Learn more here.