In this case study, T-Mobile , one of the world’s leading mobile communications companies, wanted to give more departments a more transparent view of how well they were meeting customer expectations. In addition, they wanted to provide the best solutions and customer service possible to ensure high retention rates.
By deploying Xcelsius Customer Service Dashboards in various departments across the organization including product development, marketing, sales and customer service, T-Mobile was able to achieve:
- Improved transparency across 80 customer experience metrics
- Improved customer service
- Improved customer retention
Customer Testimonial:
“Within a period of two months, we have a system at our disposal that allows detailed tracking of our performance in the area of customer-oriented processes.”
“Ultimately, we do everything for our customers. The results must be clear to them. We’re convinced that delivering quality is essential for our organization. Our efforts are geared towards keeping our customers’ experiences consistently positive. And every month, the dashboard shows us results, trends, successes, and more.”
Matthijs Rosman, Project Manager Customer Lifecycle Management Program, T-Mobile
You can view the entire embedded case study below. Alternatively, if you prefer to download a PDF copy of the case study to your desktop, please click on the link below to download the PDF file from SlideShare.
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