Reducing churn on renewal contracts and stabilizing online reputation

The context

A telecom carrier only saw its cancellations after the fact, never anticipating dissatisfaction ahead of time, and its Google reviews, very negative about customer service, went unaddressed internally.

Results: CX KPI & Google reviews

What was put in place

• Continuous NPS and CSAT tracking at key moments in the contract
• Automatic alerts ahead of renewal for at-risk accounts
• Prioritized callback loop for customers who left a negative signal
• Structured response process for customer service Google reviews
• CX KPI dashboard shared between support and retention teams

Continuous monitoring & AI recommendations

Beyond one-off measurement, the platform continuously monitors CX KPIs and Google reviews around the clock, without waiting for a quarterly report to detect drift. AI-generated recommendations automatically prioritize the highest-impact actions for each team, rather than leaving managers to interpret rows of numbers on their own.

Why it worked

By systematically linking an internal negative score to a Google review risk, the carrier could handle both churn and reputation with the same alert process.