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Case study

95% of 200k Support Tickets Could Be Resolved Through Customer Self-Service Using Phonism

Phonism embarked on an in-depth analysis of device support tickets for a large Service Provider. Over a six-month period, we meticulously recorded and analyzed approximately 200k tickets, uncovering significant results.

Phonism partnered with a large Service Provider and conducted an in-depth analysis of their device support tickets. Over six months, approximately 200k tickets were meticulously reviewed to uncover actionable insights.

Typically, resolving a support ticket can take 24-72 hours*, with agents managing 20-30 cases daily. Upon analysis, the tickets were categorized into three primary areas:

  • 60k Call Forwarding and Advanced Call Handling
  • 39k Phone Registration Issues
  • 14k Move-Add-Change-Delete Requests

These categories highlighted significant opportunities for improving efficiency through self-service solutions.

Key Insights

The study revealed that 95%* of these tickets could potentially be addressed by customers themselves using Phonism’s advanced device management platform. This finding underscores the opportunity to avoid support incidents altogether by empowering customers with effective self-service tools.

Conclusion

This case study showcases how Phonism’s self-service capabilities can transform device support strategies. By enabling customers to resolve issues independently, service providers can reduce ticket volumes, accelerate resolution times, and free up valuable resources—all while enhancing customer satisfaction.

For a detailed analysis and to explore how Phonism can transform your device support strategy, visit our website or contact our sales team.

(*Estimates based on analyzed data)

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