Earlier career
A telecom operator that cut call volume and cost
Calls fell 30%, saving $4 million a year.
Led by Amir Nair before he founded Amanstra. This was not an Amanstra engagement.
In numbers
−30%call volume
3xmobile app subscriptions
$4Msaved a year
The situation
A telecom operator with 10 million subscribers took about a million calls a month. Customers had no self-serve option and were used to easy access to customer care. Billing defects were not caught before bills went out, which drove calls. Mobile app use was low.
What we did
- Built a virtual assistant and chatbot for the highest-volume customer queries.
- Extended the mobile app to cover billing, payments and orders.
- Moved callers to digital channels, and offered plans through them.
- Audited bills and fixed data defects before bills were generated.
The result
- Call volume fell 30%.
- Mobile app subscriptions tripled.
- Annual savings reached $4 million.
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