CoreTelecoms, a leading telecom company in the US, is facing a major customer retention crisis. They are struggling with managing customer complaints and are losing customers as a result of this. Every day, thousands of customers complain about issues like poor network, incorrect billing, or bad customer service. These complaints come through different channels:
- Social media
- Call center log files
- Website forms.
The management is frustrated. Data is stored in different formats. The reporting team manually compiles spreadsheets. No single pipeline exists for this data flow. Reports are delayed. Teams work in silos.