Industry
Communications
Healthcare
1 more industry(es)Bell Canada Cuts Support Costs and Delights Customers with a “Digital-First” Customer Service Strategy
Summary
Bell Canada implemented a digital-first customer service strategy to handle increased service calls during COVID-19, resulting in significant improvements in customer engagement and cost savings.
Challenges
- Increase in service calls during COVID-19
- Lack of real-time visibility into operations
1 more challenges available
Solutions
- Implemented a digital-first customer service strategy
- Deployed real-time monitoring and analytics platform
1 more solutions available
Outcomes
- 300,000 agent calls deflected annually
- Achieved 24/7 real-time visibility and monitoring
- Successfully scaled operations to support 3x growth
2 more outcomes available
Target Organization
Bell Canada
Description: The country’s largest communications provider, helping customers connect through wireless and fiber networks.
Industry:Communications, Telecommunications