A leading telecom provider, serving over 13M customers, partnered with Motive to modernize its customer service operations. By consolidating fragmented tools and introducing automation across mobile, fixed, and enterprise services, they achieved transformative results.

Key Outcomes

Massive Gains in First Call Resolution –
60% improvement in Fixed Services FCR and 80% in Mobile Services, driving higher satisfaction and retention.

Lower Inbound Call Volume –
25% reduction in support calls through enhanced self-service, automation, and AI-driven diagnostics.

Unified Service Operations –
Replaced legacy tools with a single SMP platform, reducing manual effort and enabling scalable, consistent support.

Proactive Issue Detection –
AI-powered diagnostics and real-time analytics resolved issues before they reached the customer.