Results Story: Delivered full customer-led company transformation/ turnaround for struggling National Cable Provider

Customer: National Cable Provider

Starting Point & Challenge

National Cable Provider in Western Europe faced the “perfect storm”
A failed IT migration left 42% of customers experiencing bandwidth bottlenecks.
Customer service collapsed, with service levels at ~10%, call handling times doubled, and 50,000+ cases/ tickets in backlog.
Client had the worst NPS among major telcos in the country, ranging between -50 and -70.
High churn and customer dissatisfaction impacted growth and financial performance.
The company lacked a concrete strategy, focus, and internal resources for a turnaround.

To restore customer trust and drive business recovery, a comprehensive transformation was implemented:

Customer Operations Stabilization

Addressed 10 key operational areas, improving contact center KPIs and reducing service backlog.

NPS & Closed-Loop Feedback

Designed and implemented NPS infrastructure, including surveys, callbacks, and cross-functional workshops.

Digital Customer
Experience

Developed and launched a service app within 12 weeks, driving digital adoption and improving contact center performance.

Customer Retention &
Churn Reduction

Established proactive and reactive churn prevention measures, including new campaign portfolios, improved retention processes, and targeted interventions for dissatisfied customers.

Full Potential Plan
(“Client Co Masterplan”)

Defined a strategic roadmap to align ongoing projects with business objectives, ensuring sustainable improvements in customer experience and operational efficiency.

Results-Based
Partnership

The engagement was structured as an at-risk partnership, with fees linked to performance improvements.

Results Achieved & Anticipated

Customer Experience & Service: NPS improved by +14 points, first-call resolution increased by +8 percentage points, and service level rose from 5% to 30%.
Operational Efficiency: Service backlog was reduced by nearly 50%, and call center availability exceeded 80%.
Digital Transformation: The new service app reached ~30K monthly active users in its first six months, reducing contact center dependency.
Churn & Retention: Yearly churn reduced by 22%, while customer retention efforts increased by 170%.
Financial Performance: EBITDA growth reached nearly 10% year-over-year, with sustainable cost reductions supporting long-term profitability.

This transformation positioned the client for long-term success, making customer experience a key driver of business stability and growth.

Type of Engagement

PROGRAM MANAGEMENT
Testimonial