Reduction in customer churn
Decrease in cancellations before installation
Improvement in installation service levels
A leading telecom company in Latin America partnered with Sintec Consulting to build a customer-centric culture amid rapid growth and increasing competition. By redesigning key processes, enhancing frontline capabilities, and fostering a service-driven mindset, the company reduced customer churn, decreased cancellations before installation, and improved installation service levels. These improvements strengthened customer relationships and elevated the overall service experience.
“Redefining service culture was essential to reducing churn and enhancing customer satisfaction”.
Facing rapid growth and intense competitive pressure, the company struggled to maintain profitability while ensuring high-quality customer service. Misaligned structures, inadequate capacity planning, and high turnover in key roles led to inconsistent service execution. A lack of customer-centric processes and a fragmented service model resulted in a 3.4% monthly churn rate (industry average 2%), highlighting the urgent need for a cultural and operational transformation.
The company partnered with Sintec Consulting to transform its customer service model. A comprehensive approach was taken, including process redesign, structural alignment, and cultural change. Key processes were optimized, management models refined, and a customer-centric mindset embedded to enhance service execution.
The transformation delivered significant improvements in customer service execution. Churn rate decreased by 48%, and cancellations before installation were reduced by 20%. Service levels improved, with a 10-percentage-point increase in installation performance and an 8-percentage-point rise in issue resolution efficiency. These results reflect a strengthened customer-centric culture, streamlined service operations, and enhanced process standardization, ensuring a more agile and responsive customer experience while reinforcing the company’s competitive position in the telecom industry.
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