Case study on Customer service management |SNS Institutions скачать в хорошем качестве

Case study on Customer service management |SNS Institutions

A mid-sized telecom company operating in India faced rising customer churn due to long call resolution times and inconsistent service quality across regions. The company analyzed customer complaints, call center logs, and feedback surveys using dashboards built in Tableau to identify key pain points—primarily delayed response times and lack of first-call resolution. By segmenting customers based on issue type, geography, and service history, management introduced targeted training programs for agents, implemented a ticket prioritization system for high-value customers, and automated routine queries through chatbots. They also established KPIs such as Average Handling Time (AHT), Customer Satisfaction Score (CSAT), and Net Promoter Score (NPS) to monitor performance weekly. Within six months, first-call resolution improved by 18%, customer complaints reduced by 25%, and overall customer retention increased significantly, demonstrating how data-driven customer service management can enhance operational efficiency and customer loyalty. #snsinstitutions #snsdesignthinkers #designthinking