telecom • Case Study

How a Leading ISP Streamlined Complaint Management & Customer Support with DialDesk

DialDesk transformed customer support for a leading Mumbai-based Cable TV and Internet Service Provider by implementing Smart IVR, CRM integration, automated SMS notifications, and structured ticket management. The result: 40% faster complaint registration, 55% reduction in manual workload, and a scalable support infrastructure absorbing 750+ new customers monthly without additional headcount.

The Challenge

The ISP faced high complaint volumes with no structured intake process, ad hoc ticket handling, significant resolution delays, zero supervisor visibility into ticket closures, heavy manual routing dependency, and no scalable framework to absorb 750+ new customers added every month.

The Solution

DialDesk deployed a Smart IVR for automated call routing, structured complaint registration workflows, dual-CRM integration for centralised records, a dedicated ticket closing tool for real-time oversight, and automated SMS notifications — eliminating manual dependency and keeping customers informed without callbacks.

"Managing customer complaints at scale became much easier after implementing DialDesk's support workflow. The Smart IVR, CRM setup, and ticket management tools helped our team streamline operations and improve customer communication significantly." — Operations Team, Leading ISP, Mumbai

DialDesk

Manager

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