CASE STUDY
Telecom cuts support calls by 40% and activates 90% of new services within 10 minutes
Mobile, broadband, and home connectivity
Account setup, plan changes, and support now run on autopilot
📶 30% faster resolutions | ⏱ 4+ hours saved per agent weekly
A national telecommunications provider offering mobile, broadband, and home connectivity services. With the rollout of 5G and increased customer demand, their legacy systems and fragmented operations couldn’t keep up with expectations for speed and reliability.
Core operations — from account activation to incident handling — were siloed across multiple tools and departments. Employees manually re-entered customer details into billing, provisioning, and CRM systems, leading to frequent delays and errors. Support agents were overwhelmed during outages due to lack of proactive communication or integrated tools.
Holistc™ delivered a complete automation strategy that unified the customer lifecycle — from order to activation, plan changes, network incident management, and AI-powered support. This transformation enabled near-instant service setup, major reductions in human error, and a lighter workload across departments.
Key results included:
- 90% of mobile services activated within 10 minutes
- 80% drop in activation errors
- 40% fewer inbound calls during outages
- 30% faster resolution time with AI-assisted support
Provisioning a new line or service involved multiple disconnected systems. Reps had to manually input the same customer info into separate portals for CRM, billing, network, and shipping. These delays often cascaded into missed SLAs and poor first impressions.
Support teams struggled during peak load, especially during outages. Thousands of customers would call in with the same issue, overwhelming staff. Routine service changes (like upgrading a plan or resetting a router) required human handling, which slowed down resolution and added cost.
The company needed an operations upgrade to meet rising customer expectations — without ballooning its support headcount.
The Holistc™ Solution
We embedded a full automation layer across the telco’s customer lifecycle — connecting backend systems, speeding up service changes, and cutting support workload in half.
Results with Holistc™
Whatever your goals, our platform helps you reach them faster than traditional solutions.
| Metric | Before Holistc™ | After Holistc™ |
|---|---|---|
| Mobile line activation time | Hours to days | 90% within 10 minutes |
| Data re-entry errors in onboarding | Frequent | Down by 80% |
| Call volume during outages | Very high | -40% |
| Avg. agent handling time | ~6–8 minutes | -30% per call |
| Staff time spent on routine tasks | High | -4+ hours/week per agent |
| Time to launch new offers (e.g. 5G) | Slow | Significantly accelerated |
What’s Next
With Holistc™, the telco scaled activation and support — without hiring. Customers now enjoy real-time service, proactive updates, and near-instant resolution. “Holistc™ gave us modern infrastructure — without ripping out what we had. That speed-to-impact is what changed everything.”
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