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CASE STUDY

Telco Enterprise Tier: White-Glove Service Cloud for Top-100 Accounts

A telecom carrier built a white-glove Service Cloud experience for its top-100 enterprise accounts with named technical-account managers and 24×7 dedicated escalation.

May 9, 2026 · 2 min read · By admin
At a glance
73% CHANGE
Industry
Telecom
Topics
Salesforce · Service Cloud
Published
May 2026
Headline outcome
73% Top-100 account churn: down 73%

Measured outcomes

What this programme actually delivered.

73%

Top-100 account churn: down 73%

-100

Top-100 NPS: +28 points

74%

Proactive issue detection on top accounts: 74%

The challenge

A telecom carrier’s top-100 enterprise accounts represented 38% of revenue but received the same support workflow as small business customers. Account churn risk was concentrated.

What we built

Service Cloud with a tiered support model: top-100 accounts get a named TAM (technical account manager), 24×7 dedicated escalation, and proactive health-check workflows. CSM dashboards visible to account leadership.

Outcomes

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