See how Lightico helped Three significantly increase their Net Promoter Score (NPS) and reduce customer churn.

Three launched in 2003 as the UK’s first 3G only network, laying its foundations as the network that
was born to be different. Today Three is a connectivity company that connects people to people, people
to things and things to things and has 10.3 million customers.

Their network today covers 99% of the UK population and they carry 28% of the UK’s mobile data traffic. Three launched 5G in August 2019, and is the largest holder of spectrum in the UK and has been recognised by Ookla as having the UK’s fastest 5G network. It is the only operator able to meet the International Telecoms Union (ITU) 2020 standard of 100MHz of contiguous spectrum for full 5G services.

Three was voted the Best Network for Data by uSwitch, and the Best Wholesale Partner at the Mobile Industry Awards.

Three was on a journey to transform the experience it delivered to customers, aiming to utilise technology to offer a more seamless service to those interacting with the brand.

One area of focus was the Customer Retention journey. Three was keen to work with their existing customers to build a better understanding of their needs, so they could provide an enhanced level of service including. The original retentions journey had two issues:

1. Three’s sales agents were restricted to voice and chat-bot communication with their customers, which often led to customers becoming confused.
2. Customers felt overwhelmed by information due to the variety of calling plans and options available, which led to a high-than-expected rate of drop-out. 

Three deployed Lightico’s white-label platform as ‘MyView’ and rolled it out across their Customer Retention journey.

The platform allows retention agents to display information on a customer’s device (mobile phone, tablet or computer), compare offers, product bundles, pricing and then download relevant T&Cs during a single customer call.

1. Three’s agents now have the ability to demonstrate exactly what they mean to customers during calls, providing added clarity and enabling customers to be fully informed before completing their transaction.

2. The result was a customer journey that combines visual representation and real-time advice via low cost and convenient digital channels.

Since the launch of MyView there has been a huge collaborative effort from teams across Three and
Lightico to bring to life a real step change in the experience Three provides their customers and retention agents.

The scoping and building of these enhanced journeys was completed remotely at the height of the pandemic which added an extra layer of complexity. The team took an ‘off the shelf’ product and tailored it specifically for Contact Centre Sales.