Service Provider Eliminates 95% of Support Tickets when Utilizing the Phonism Platform

Case study

Service Provider Eliminates 95% of Support Tickets when Utilizing the Phonism Platform

Phonism embarked on an in-depth analysis of device support tickets for a large Service Provider. Over a six-month period, we meticulously recorded and analyzed approximately 200k tickets, uncovering significant results.

Typically, resolving a support ticket can take anywhere from 24-72 hrs*. Agents managed 20-30* cases daily.

From a glance

Three main categories dominated these tickets:
60k* Call Forwarding and Advanced Call Handling
39k* Phone Registration Issues
14k* Move-Add-Change-Delete Requests

These categories represent the bulk of the tickets, indicating specific areas where self-service can have a transformative effect.

The Results

Through our analysis, we discovered that 95%* of these device tickets could be eliminated via self-service when utilizing Phonism's platform.

This revelation highlights the substantial impact of incorporating self-service options on reducing support tickets and improving operational efficiency.

Conclusion

This case study demonstrates the potential of Phonism's self-service capabilities to dramatically reduce support tickets, streamline operations, and enhance customer satisfaction. By empowering users with self-service options, service providers can significantly decrease resolution times and free up valuable resources.

*Approximately

For a detailed analysis and to explore how Phonism can transform your device support strategy, visit our website or contact our sales team.

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