Minitab ConnectTM enables 360° data integration, saving Fortune 50 Telecom Giant $2.3 million in call center interactions

Driving Effıciencies Through Painless Data Blending

Minitab ConnectTM helped the telecom company get a complete view of its customers’ service needs, enabling the enterprise to more efficiently solve customers’ problems through digital self-service rather than needing to reach out to customer service representatives. With a 360° view of its users’ troubleshooting journeys—from online selfservice support content to picking up the phone to be connected with live support—the client identified areas where online support content could be improved to empower its customers to easily resolve issues on their own. Armed with these critical analyses, the company was able to save more than $2.3 million in call center costs alone over the course of two years.

The Challenge

Manual processes, inaccessible data sources and data-deficient debates

The telecom company’s digital self-service department lacked an efficient way to create a central data ecosystem that automated the blending of various online, offline, internal and external data sources impacting the business unit, and specifically to marry call center and web behavior data to connect critical events in the pathway from digital self-service to live customer service. Without the ability to connect data about customers’ online behavior with their offline calls to customer service, internal discussions about how to reduce the rate of service phone calls were based on instincts rather than facts.