Scaling Customer Support
for a Fast-Growing MVNO
Scaling Customer Support for a Fast-Growing MVNO
A rapidly expanding MVNO faced growing resolution delays, dealer escalations, and limited internal resources as subscriber volumes surged. Resolution times were averaging 180 minutes, threatening churn and customer trust.
Fusion CX deployed a blended team of Care Xperts, leveraging Omind AI tools (Arya, MindVoice, MindSpeech) to deliver Tier 1 & 2 support, streamline workflows, and document processes. The result: resolution times dropped by 83%, CSAT improved 24% in the first year, and operational maturity advanced through real-time performance insights.
In this case study, you’ll see:
- How AI-powered workflows accelerated resolutions under 30 minutes
- The nearshore support model that scaled during promotions and subscriber drives
- The measurable CSAT and retention improvements that fueled growth
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