CX strategy design case study: eir

Driving NPS by responding to customer needs

about eir

Eir is a large Telecom company accounting for a significant share of the fixed, mobile and broadband markets in Ireland. eir Business is the B2B arm of eir, providing telecommunication business solutions to government public bodies, large enterprises, multinationals and large commercial businesses across Ireland.

1. The challenge

Given the importance of their business customers, eir identified a need to establish a Voice of the Customer (VoC) programme to allow eir Business and outsource partners to see, sense and act on the experiences and desires of all customers in real-time.

2.  How W5 helped

W5 put together a CX strategy design and mobilised and managed a VoC programme for eir, which delivered a 24/7 window on the customer world for all eir employees, from senior management to frontline staff and subcontractors. We successfully diagnosed many specific and actionable improvements to the way these important customers are serviced and facilitated engagement across all stakeholders.


3. Results

In the first two years, NPS improved by 23 points, churn rate reduced and there was significant growth in connections (customer acquisition) due to an enhanced onboarding process.

What Eir said about the project

"W5 streamlined and presented our customer feedback in an intuitive and easy to navigate format. This was key for eir Business, as we needed all of our stakeholders to have our customers' feedback at the click of a button. W5 have delivered a terrific programme which continues to be rolled out at pace"

Liz Hickey
Head of Research & Insights, Eir Business
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