Results & Case Studies: Quantifiable Impact
Transforming Operations. Delivering Measurable Value, Real-Time
At Choiredex, we believe in results you can see, measure, and trust. Our RXTwins™ platform empowers industry leaders to achieve significant, quantifiable improvements in their transformations, turning complex challenges into clear, predictable successes.
Explore how we've helped organizations like yours eliminate uncertainty, optimize operations, and drive measurable financial and customer experience (CX) outcomes.
Our Impact: By the Numbers
RXTwin™ allowed us to optimize the customer experience and service processes accurately and efficiently… Choiredex strengthened our ability to deliver significant value in our support missions. — Alex Boissonneault, Artefact
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Featured Case Studies
Case Study 1: Leading Telecommunications Provider – Optimizing Omnichannel Customer Journeys
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The Challenge:
This leading telecommunications provider aimed to significantly enhance its customer journey and improve overall experience. Key challenges included reducing in-store wait times (averaging over 5 minutes), optimizing service time with a new Point-of-Sale (POS) system, implementing a new omnichannel outbound campaign strategy targeting customers from both call centers and stores, and adding a click-and-collect strategy to reduce shipping costs and streamline onboarding for new customers. The complexity lay in understanding the interdependencies between these diverse initiatives and predicting their true marginal impact on both customer experience and operational costs. The client initially planned to replace all workstations in its stores (costing nearly $5,000 per workstation plus training) to allow staff to handle both sales and customer service, a significant investment.
The RXTwins™ Solution: Choiredex implemented RXTwins™ to provide predictive execution intelligence across the client's entire customer journey transformation. Our solution modeled the intricate interplay of: •The new POS system's impact on in-store service efficiency and customer flow. •The omnichannel outbound campaign's effect on customer engagement, call center volume, and store traffic. •The click-and-collect strategy's influence on shipping logistics, onboarding costs, and customer satisfaction. Crucially, RXTwins™ quantified the marginal impact of each initiative and revealed critical interdependencies. For the workstation replacement initiative, RXTwins™ showed that replacing only one workstation per store would achieve 90% of the benefit (wait times under 2.5 minutes), concentrating the benefit in only half of the store. This reduced the required investment by a factor of ten for the same CX KPIs, drastically improving ROI. For the new POS system, RXTwins™ revealed that while it would reduce service time by 20%, the resulting staff reduction would be limited to just 3.3%, indicating the new POS barely paid for itself without further operational adjustments. Furthermore, RXTwins™ identified a clear dependency: the omnichannel outbound campaign and click-and-collect program would be inefficient and even detrimental (increasing wait times and bounces) if implemented before the workstation initiative. However, if the workstation project was completed first, stores could handle at least 35 additional calls per week/store, increasing sales by $2000/week while maintaining wait times under 3 minutes. When evaluating the portfolio as a whole, RXTwins™ made the COO realize that the sum of the expected benefits of individual initiatives was 20% greater than the expected benefit of the whole portfolio, highlighting misaligned interdependencies. Quantifiable Results: •90% of Workstation Benefit Achieved with 10x Less Investment: RXTwins™ identified that replacing only one workstation per store, instead of all, achieved nearly the same CX outcome (wait times under 2.5 mins) at a tenth of the investment, drastically improving ROI. •Precise Staffing Impact: Showed that a 20% reduction in service time from the new POS system would only lead to a 3.3% staff reduction, revealing the true marginal benefit. •Enabled Profitable Omnichannel Campaigns: Identified the critical dependency on the workstation project, allowing the Telco to enable stores to handle 35+ additional calls/week/store, increasing sales by $2000/week while maintaining CX. •Portfolio Optimization: Revealed that the sum of individual initiative benefits was 20% greater than the portfolio's overall expected benefit, leading to a re-prioritization for maximized returns. Key Takeaway: By revealing the true marginal impact and complex interdependencies of transformation initiatives, RXTwins™ enabled this Telco to make data-driven investment decisions, significantly optimize resource allocation, and ensure seamless execution across its complex customer journey, leading to substantial cost savings, enhanced customer experience, and maximized ROI.
Case Study 2: Leading Telecommunications Provider – Adaptive Execution & Sustained Impact
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The Challenge:
Three months into the transformation project, this Telco observed that the portfolio of initiatives was still delivering under 50% of its expected income increase, and wait times in stores remained around 5 minutes. The complexity lay in understanding the precise marginal contribution of each initiative to these gaps, identifying root causes, and adapting the strategy in real-time to get the transformation back on track.
The RXTwinsâ„¢ Solution: Choiredex's RXTwinsâ„¢ served as the predictive execution intelligence platform for ongoing monitoring and adaptive optimization. It provided: Real-time Performance Monitoring & Gap Analysis: RXTwinsâ„¢ immediately identified that the overall portfolio was underperforming, delivering less than 50% of expected income and failing to reduce wait times. Marginal Contribution & Root Cause Analysis: The system precisely showed the marginal contribution of each initiative to the observed gap. -The workstation initiative was responsible for 50% of the overall gap. RXTwinsâ„¢ revealed it was stalled due to an unexpected 50% cost increase per workstation, which was counterproductive as the weekly revenue losses from the stall were equivalent to the project's cost increase. Furthermore, 80% of the marginal gap for this initiative was concentrated in 25% of stores where new workstations had not yet been implemented. -The POS system project was also underperforming, with its gap caused by the target service time not being reached. RXTwinsâ„¢ identified two benchmark stores where targets were met, providing a best-practice example. -The Outbound initiative, however, was delivering more than expected, highlighting its positive marginal contribution. Identification of Unforeseen Conditions: RXTwinsâ„¢ identified two critical, unforeseen factors impacting performance: -A significant increase in store traffic, likely from customers not completing click-and-collect transactions online. -A reduction in customer patience in stores. Data-Driven Strategic Adaptation: Based on RXTwins' insights, the Telco decided to launch new projects to train agents on the new POS system, recognizing this as the root cause for both the POS performance gap and the reduced customer patience. This allowed for targeted intervention where it would have the highest marginal impact. Quantifiable Results: -Pinpointed 50% of Underperformance to Workstation Initiative: RXTwinsâ„¢ precisely identified the workstation project as the largest contributor to the income and wait time gaps. -Quantified Cost of Stall: Revealed weekly revenue losses equivalent to the workstation project's cost increase due to the stall. -Localized Performance Gaps: Identified that 80% of the workstation initiative's marginal gap was in just 25% of stores. -Identified Best Practices: Benchmarked top-performing POS stores to guide corrective action. -Enabled Targeted Interventions: Led directly to new training projects to address specific performance and CX issues, based on data-driven root cause analysis. Key Takeaway: RXTwinsâ„¢ proved indispensable for adaptive execution and continuous optimization. By providing granular, real-time insights into the marginal contribution of each initiative and identifying critical interdependencies and unforeseen conditions, Choiredex empowered the Telco to rapidly diagnose underperformance, pinpoint root causes, and implement targeted, high-impact interventions to get their transformation back on track and sustain its benefits. This demonstrates RXTwinsâ„¢'s ability to drive agility and ensure ROI throughout the entire transformation lifecycle.
​​​​​Case Study 3: Leading Telecommunications Provider – Optimizing Chatbot Impact on Service Costs
The Challenge:
This Telco, like many in the industry, faced persistent challenges with high call center and maintenance costs, alongside execution inefficiencies in technician scheduling and customer service automation. Traditional analytics provided a fragmented view, failing to reveal the root causes of these issues or the complex interdependencies between their digital initiatives and operational expenses. Specifically:
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Scheduling Bottlenecks: They observed a paradoxical situation of overloaded technician shifts in some areas leading to service delays, while other technicians experienced significant idle time, indicating sub-optimal resource allocation.
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Escalation Failures: Despite significant investment in a new chatbot, a high volume of customer inquiries were still escalating to human agents, often leading to unnecessary service dispatches for issues that should have been resolved digitally. This indicated the chatbot was not performing as expected and was creating downstream costs.
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Network Investment Trade-Offs: Investments in network stability were ongoing, but customer dissatisfaction persisted, and overall operational costs (e.g., for reactive maintenance) weren't decreasing as expected. The true ROI of these investments was unclear due to the complex interplay with other operational areas.
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The RXTwins™ Solution: Choiredex's RXTwins™ platform provided the necessary predictive execution intelligence to untangle these complex interdependencies and reveal the true marginal impact of each operational lever: •Optimized Workforce Efficiency: RXTwins™ analyzed historical dispatch logs, technician skill sets, geographic service areas, and real-time incident data. It modeled optimal scheduling algorithms, identifying where idle time could be reallocated to overloaded shifts and predicting the marginal impact of changes to shift patterns and dispatch rules on service delays and technician utilization. This led to a 25% improvement in scheduling efficiency. •Reduced Unnecessary Escalations: RXTwins™ ingested chatbot interaction logs, call center escalation data, and dispatch reasons. It precisely identified the specific types of customer inquiries the chatbot was failing to resolve, leading to unnecessary escalations and subsequent field dispatches. It then modeled scenarios for improving chatbot scripts or routing rules, predicting the marginal reduction in call center volume and field dispatches, thereby reducing unnecessary service dispatches by 15%. •Enhanced CX & Investment Strategy: RXTwins™ created a dynamic digital twin of the Telco's network and service operations. It modeled the true marginal impact of network stability improvements on call center volume, self-service adoption, and maintenance costs. It also revealed how customer dissatisfaction persisted despite network upgrades due to other factors (e.g., poor chatbot performance, long technician wait times), highlighting the critical interdependencies. This allowed the Telco to model network rollout strategies that maximized overall CX and financial impact by accounting for these hidden disruptions. Quantifiable Results: •21% Improvement in Technician Scheduling Efficiency: Optimized scheduling led to a significant reduction in technician idle time and service delays. •14% Reduction in Unnecessary Service Dispatches: By pinpointing and rectifying specific chatbot failure points, RXTwins™ enabled a direct reduction in reactive field dispatches, leading to substantial cost savings. •Quantified ROI of Network Investments: RXTwins™ demonstrated how targeted network investments, when combined with optimized service delivery, could yield a measurable overall reduction in reactive maintenance costs and an improvement in customer satisfaction, revealing the true marginal ROI previously obscured. •Identified Multi-Million Dollar Annual Savings: By optimizing these interdependent areas, RXTwins™ revealed opportunities for significant annual operational savings. Key Takeaway: This case study highlights RXTwins™'s ability to provide unparalleled execution precision by revealing the true marginal impact of initiatives and the complex interdependencies across operational silos. It enabled the Telco to move beyond reactive problem-solving to preemptive risk identification and correction, ultimately accelerating their transformation timelines and ensuring investments delivered their intended, measurable ROI.