Case study · Telecom

Scaling Customer Support for a Fast-Growing MVNO

A fast-growing MVNO scaled Tier 1 and Tier 2 support with a blended Fusion CX team powered by Omind AI tools, cutting resolution times from 180 minutes to under 30 and lifting CSAT by 24%.
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Scaling Customer Support for a Fast-Growing MVNO
24%
CSAT boost in the first year
Client
Fast-growing mobile virtual network operator (MVNO)
Industry
Telecom · MVNO
Services
Tier 1 and Tier 2 support, automated workflows, analytics and consulting
Delivery
Nearshore, omnichannel (email, chat and voice)
The results

Faster answers, happier subscribers.

Measured outcomes from the blended Care Xpert team.
83% | faster resolution times 24% | CSAT boost in the first year <30 min | resolution time, down from 180 minutes
01Challenge

Slow resolutions and thin resources were threatening churn.

A fast-growing MVNO entering the market with aggressive subscriber acquisition goals needed to scale support quickly and cost-effectively. Resolution times averaged 180 minutes, internal teams were stretched across Tier 1 and Tier 2 inquiries, and dealer escalations slowed service delivery.

180-minute resolutions

Long waits frustrated customers and threatened churn.

Limited internal resources

Billing, activations, SIM swaps and rate plan questions stretched teams.

Escalation drag

Dealer escalations and carrier interactions slowed delivery.

Promotion peaks

Support had to ramp for promotions and subscriber drives.

02Solution

A blended, AI-assisted team across Tier 1 and Tier 2.

Fusion CX deployed a blended team of skilled Care Xperts, powered by Omind AI tools (Arya, MindVoice, MindSpeech), to deliver scalable support. The model combined omnichannel frontline care, advanced troubleshooting, real-time data exchange with carrier platforms and ongoing process consulting.

Tier 1 support

Routine inquiries handled across email, chat and voice.

Tier 2 support

Troubleshooting, dealer escalations and direct carrier collaboration.

Automated workflows

Real-time data exchange with carrier platforms.

Analytics and consulting

Process documentation, efficiency audits and CX reporting.

03Impact

Faster resolutions and higher CSAT, built to protect retention.

Resolution times fell 83%, from 180 minutes to under 30, and CSAT rose 24% in the first year of operation. Support hours expanded to meet subscriber demand at peak times, and documented processes with real-time performance insights improved operational maturity.

For an MVNO competing in a crowded market, faster resolutions and better CSAT translated directly into lower churn, stronger subscriber retention and higher lifetime value.

In a crowded mobile market, resolution speed is a retention strategy.

04Key insights

What other programs can take from this.

  • Pairing skilled agents with AI tools can cut resolution times sharply while support scales.
  • Real-time data exchange with carrier platforms speeds up processing of carrier-dependent requests.
  • For an MVNO, faster resolutions and higher CSAT translate directly into lower churn and higher lifetime value.
Download the full case study

In this case study, you’ll see:

How AI-powered workflows and Omind AI tools brought resolutions under 30 minutes
The nearshore support model that scaled Tier 1 and Tier 2 care during promotions and subscriber drives
The measurable outcomes: 83% faster resolutions, from 180 minutes to under 30, and a 24% CSAT boost in the first year
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Fast-Growing MVNO
Case study · Telecom

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    The Fusion CX‑factor

    40+delivery locations
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    22years in CX
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