Making every signal a promise of connection
Heather Power, Senior Executive at an Australian Telecommunications company, recognized an opportunity to elevate customer experience in regional areas, where reliable connectivity plays a vital role in everyday life. To enhance service outcomes and better support customers, the Australian Telecommunications company partnered with Infosys BPM to implement a sustainable business process solution. This case study highlights how Infosys BPM developed a comprehensive customer intelligence tool that helped reduce complaints to a 10 year low, increase digital sales by 40%, and deliver annual cost savings of AUD 720,000.
Approach summary:
- Crafted an automated regional customer intelligence tool
- Integrated customer rich data assets in cloud platform
- Developed multi-layered visual reporting dashboards for measuring and monitoring customer-centric strategies
- Designed ML based predictive value-based customer segmentation models
Key benefits:
100% migration from 3G to 4G 
Regional complaints plunged to its lowest in a decade 
30% legacy customers migrated to digital CRM 
40% digital sales increase in core internet products 
2.30 points quarterly increase in eNPS Backed 39 markets AUD $720,000 annual cost savings realized 
