In 2017, Digicel sought to significantly reduce Customer Care costs without affecting customer service NPS scores or increasing churn.
“With VISION’s first step, everyone was very animated; it was as if we had found a new way to split the atom.”
Denis O’Brien, Chairman, Digicel
VISION promised to cut approximately $11 million from a $29 million customer care budget by reducing headcount while minimizing customer churn and not having Net Promoter Score (NPS) fall by more than 10 points.
The Diagnosis: VISION did a thorough analysis of customers’ top reasons for calling and completed a review of current IT systems and infrastructure to get a robust understanding of Digicel’s customer care processes and where improvements could be made. We concluded that our best chance of achieving call reduction was to force migrate customers to self-service.