Canadian Telecom Provider Transforms Customer Experience
The Challenge
A major Canadian telecommunications provider was struggling with high customer churn rates and poor Net Promoter Scores due to fragmented customer touchpoints, inconsistent experiences across channels, and slow issue resolution. Customer data was siloed across 6 different systems, making it impossible for agents to get a unified view of customer interactions. Average call handling time was 14 minutes, well above industry benchmarks.
The Solution
Zaha implemented a comprehensive customer experience transformation centered on a Salesforce Service Cloud deployment integrated with a Genesys contact centre platform. We built a unified customer data platform that consolidates data from all 6 legacy systems into a single 360-degree customer view. The solution includes AI-powered chatbots handling routine inquiries, intelligent call routing based on customer value and issue complexity, proactive outreach for service issues, and a redesigned self-service portal. We also implemented Salesforce Einstein Analytics for real-time customer insights and churn prediction models.
The Results
“Zaha didn't just implement technology — they transformed how we think about customer relationships. The unified platform gives our agents the tools they need to deliver exceptional service.”— SVP Customer Experience, National Telecom Provider
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