During post-COVID disruption, a national media and telecoms provider was drowning in avoidable support calls. We built a digital customer-care capability that deflected demand, then transferred it into the business so it outlived us.
After COVID-19, customer contact volumes climbed sharply while call-centre staffing fell. The organisation faced relentless pressure on support: rising wait times, growing frustration, and a real risk of churn and reputational damage.
At peak, customers were waiting up to 45 minutes to resolve basic troubleshooting issues that could have been handled digitally.
The client needed to cut avoidable contact quickly while protecting service quality and customer trust. That called for more than incremental optimisation. It demanded a new digital customer-care capability that could deflect demand, resolve issues, and scale under real-world conditions.
The cost of inaction was clear: higher churn, negative publicity, and lost growth at a critical moment.
We mobilised a senior, pre-aligned delivery team within two weeks, drawing on trusted specialists with deep experience in large-scale digital product delivery.
Working closely with the client, the team prioritised the biggest drivers of support calls, stood up a rapid prototyping loop, and designed a simple, intuitive self-service navigation model. We shipped a pragmatic product focused on speed, clarity, and effective resolution, then refined it continuously against live usage, operational data, and customer feedback.
Customer support call volumes fell by 32%. Wait times and overall experience improved meaningfully, and pressure on contact-centre teams eased through sustained peak demand. Retention held, and brand reputation was protected.
Following that success, the approach was scaled across multiple product teams and applied to sales conversion journeys, cross-sell and up-sell experiences, and new service propositions.
As part of the engagement, we negotiated and executed the transfer of key personnel into the client organisation. That ensured continuity, retained critical knowledge, and left the client with an enduring internal capability to evolve and extend the solution independently, with no dependency on us.
Anyone can list what was built. What matters to a buyer is the judgement: what we chose, what we rejected, and why.
* This case study reflects work delivered by the Blackstone& founding team prior to the formation of Blackstone&.
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