A leading Indian telecom had to improve their customer service process. With the complexity of an unmanaged knowledge base and poor information retrieval, execs couldn’t deliver accurate resolutions over the first interaction. Results? Repeat calls, high cost-to-serve, and below-average customer experience. Also, with much of the call time getting driven towards finding information; execs wrapped up their calls with unclear documentation. This resulted in more escalation calls and higher dissatisfaction among customers in their subsequent interactions.