Scaling Customer Support for a Fast-Growing MVNO

This case study outlines the challenges faced by a fast-growing Mobile Virtual Network Operator (MVNO) in scaling its customer support operations while maintaining a high-quality customer experience. The MVNO experienced long resolution times averaging 180 minutes, which frustrated customers and posed a risk of churn. Limited internal resources were available to manage Tier 1 and Tier 2 inquiries related to billing, activations, SIM swaps, and rate plan questions. To address these challenges, Fusion CX implemented a blended team of Care Xperts supported by Omind AI tools. The action plan included omnichannel handling for Tier 1 support, advanced troubleshooting for Tier 2 support, automated workflows for real-time data exchange, and analytics for operational efficiency. The outcomes included an 83% improvement in resolution times, a 24% increase in customer satisfaction scores, expanded support hours, and enhanced operational maturity. These improvements contributed to lower churn rates and stronger subscriber retention, which are vital for success in a competitive market.