Case Study Telenet
Solving process friction and making our customers' lives better with mpmX
A Paradox at the Heart of the Industry
In today’s telecom landscape, customers expect seamless, digital-first experiences. But behind the scenes, companies like Telenet struggle with legacy systems, fragmented processes, and the constant pressure to do more with less. Telenet faced a paradox familiar to many modern organizations:
We wanted to create next-generation customer experiences – but our internal complexity kept getting in the way.
The ambition to innovate clashed with the day-to-day reality of firefighting and siloed insights. But Telenet wasn’t ready to settle. It wanted a better way forward – and found it in Process Mining.
Early Steps That Sparked Lasting Change
With mpmX, Telenet began its journey by focusing on small, high-potential use cases. These early wins proved that even targeted insights could deliver outsized impact. From tackling the dreaded “bill shock” to avoiding unnecessary technical swaps, each initiative uncovered hidden inefficiencies that had long undermined both customer experience and operational performance.
- Bill Shock: Investigating measures to remove the "shock" of unexpected high bills, to reduce customer churn.
- Internet Lines WIP: Detect potential delays in the sale of activation flow of internet lines.
- E2E STB Technical Swap: Avoid unnecessary cost due to unjustified swaps.
- Plume: Detect hassle during plume installation process and how this reflects into interactions.
- Install Journey: How the customer has experienced the install journey and how we can make it as frictionless as possible.
- Front Line Resolution: Reduce the lead time of customer questions about billing by empowering 1st line call advisors.
Key early wins included detecting delays in the activation flow of internet lines, smoothing out the installation journey for customers, identifying and fixing friction in the in-home connectivity installation process, and empowering frontline agents to resolve billing inquiries faster. These successes revealed a simple but powerful truth: when you can see the problem, you can solve it – and people feel the difference.
Never waste a good crisis.
In 2023, Telenet reached a tipping point. The introduction of several new operational systems brought unintended consequences: rising complexity, disconnected tools, and growing customer pain. To grasp the full impact, a dashboard was developed to quantify the problems – separating internal inefficiencies from those directly felt by customers. That's when Process Mining moved from being a tool to being a game changer.
The mission was clear: create full, end-to-end process transparency. Confronted with tangled workflows and tool overload, the team turned to Object-Centric Process Mining to make the invisible visible. Complexity gave way to clarity, and for the first time, the full customer journey could be understood across systems, teams, and channels. But most importantly, people felt the change. Teams stopped reacting to issues and started preventing them.
Telenet's Key Metric | Friction %
Friction refers to any event that causes either customer pain or Telenet pain. In other words, it represents any deviation from the happy path. Typical sources of friction include system errors, additional customer calls, missed technician appointments, handovers to back-office teams, or delivery issues.
Telenet can now measure the exact percentage of customers who had any type of friction categorized by the level of impact on the customer.
Powering the Experience: How Process Mining and Snowflake Fuel Customer-Centric Insights
With this foundation in place, Telenet set a bold goal: establish Process Mining as the backbone of customer journey reporting. But to do that, they had to make sense of an enormous volume of data. Enter Snowflake – the platform that enabled effortless processing of millions of transactional records. Suddenly, more than 20,000 daily human interactions, from retail visits to call center conversations, became part of a unified, continuously updated picture. Every month, Telenet handles enough interactions to fill Munich’s Allianz Arena seven times. With daily refreshes and near real-time visibility, teams now have a clear, data-driven view of the customer journey – at a glance.
On top, the Telenet team decided to go for a modular approach and structured the processes like “lego bricks”: one subprocess with clear results and no optional steps.
This was not just a technical upgrade. It marked a cultural shift: toward speed, transparency, and a shared understanding of what customers really experience.
"At Telenet, developing Process Mining isn’t just about technology, it’s about creating transparency and shared understanding of what our customers truly experience. It helps us remove friction, act faster, and continuously improve the way we deliver value."
What it takes to make it happen: The power of a connected team.
Telenet’s Data team is built for impact. It is strategically positioned amongst commercial teams (so not at IT or Finance department), it serves as a cross-functional enabler across all business areas – from Commercial and Product to Operations, Finance, and HR. This structure ensures that data-driven innovation is not an add-on – it’s embedded into the DNA of the company.
Within this structure, Process Mining has its own powerhouse team, consisting of:
- A Process Mining Architect
- A Data Engineer
- A Functional Analyst
They work closely with Product Owners, Qlik Experts, and Data Analysts to ensure insights translate directly into action. Most critically, they collaborate with process experts from each department including risk and compliance experts, grounding every analysis in operational reality. Importantly all data processing is in line with regulation, including GDPR.
The result? Employees gained time and clarity. Customers keep benefiting from faster, smoother service. Leaders made decisions with confidence. Telenet already has been data driven, now it also is driving process excellence with process mining. Or, in words of Telenet CEO John Porter:
Ever since we discovered Process Mining, everything with regard to our critical business incidents started looking up.
"If you want to significantly improve the service – process and data experts have to work hand in hand. Creation of multidisciplinary team covering various data specialties had been critical to our success."
A New Age of Customer Experience
This is only the beginning. With mpmX, Telenet has laid the groundwork for continuous process excellence – one that adapts to change, scales with growth, and always starts with the customer in mind. 50 unique customer journeys have already been mapped and understood.
Today, we don't just look at processes. We understand them. And that changes everything.
Make sense of your data
Start your own success story today
