CASE STUDY

Building a High-Performance CRM & Customer Service Platform for a Telecom Leader

INTRODUCTION

A growing telecommunications company needed a powerful CRM and customer service solution that could handle millions of interactions, integrate seamlessly with existing infrastructure, and deliver real-time insights to both agents and customers. Their existing custom solutions were outdated and not scalable for their rapid growth.

The Challenge

  • The client relied on homegrown systems that were difficult to maintain and integrate.

  • Customer service representatives lacked a unified view of customer activity and service history.

  • The business needed a platform capable of supporting billions of call records with high performance and reliability.

  • Integration with outsourced call centers and IVR systems was essential to ensure consistent customer experiences.

Work We Did

Advanced Data Integration

We built APIs to feed real-time telecommunication metrics and customer history into the CRM, enabling agents to access detailed insights with a single query.

IVR and Call Center Integration

The platform was integrated with the client’s outsourced call center (also servicing DirecTV at the time), ensuring a seamless flow of information and a superior agent experience.

Scalability and Speed

The platform was engineered to manage over a billion call records, with new data added daily. Search and filtering were optimized for instant results.

CRM and Customer Service Platform

A high-performance system was created to provide a comprehensive view of billing, service tickets, and customer interactions. Key performance indicators were surfaced directly to customer service teams.

The Solutions

  • A custom CRM that consolidates customer service, billing, and interaction history.
  • Real-time data visibility for customer care agents, including call history and billing trends.
  • Integration with IVR systems and outsourced call centers for consistent service.
  • High scalability and performance, supporting millions of new records each day.

the results

Superior Agent Experience

Customer service reps now have instant access to comprehensive customer data, improving resolution times and satisfaction.

Industry Recognition

The platform was praised for outperforming other high-cost solutions, with outsourced call centers preferring it over major competitors’ systems.

Acquisition and Growth

The success of the system led to the client’s acquisition by Earthlink, where our platform became the flagship customer service product across multiple acquired entities.

Conclusion

By building a robust, scalable platform, M&S Consulting helped the client revolutionize customer service operations and unify data for improved decision-making. Future enhancements will focus on expanding analytics and self-service features.