Customer support optimisation

How We Helped SignalHeroUK Save £48K/Year on Support Costs

July 20, 2021
5 min

In today's competitive telecommunications landscape, providing exceptional customer support isn't just about maintaining satisfaction—it's about operational efficiency and sustainable growth. SignalHeroUK, a leading telecommunications service provider specialising in connectivity solutions for remote and rural areas across the United Kingdom, faced mounting challenges with their customer support infrastructure as their client base rapidly expanded.

This case study explores how myteamai.co.uk partnered with SignalHeroUK to revolutionise their customer support operations, resulting in annual savings of £48,000, dramatically reduced response times, and a transformed support ecosystem that scales with their business.

The Challenge

Prior to our partnership, SignalHeroUK was experiencing several critical pain points in their customer support operations:

  • Overwhelming Ticket Volume: Their team was handling over 500 support requests weekly, with numbers increasing by 15% quarter-over-quarter as their customer base grew.
  • Misdirected Enquiries: Approximately 40% of all tickets were being routed to incorrect departments, causing delays and customer frustration.
  • Resource Constraints: The support team was spending 70% of their time on repetitive, low-complexity queries that could potentially be automated.
  • Hiring Bottlenecks: SignalHeroUK struggled to recruit qualified support staff quickly enough to match their growth trajectory.
  • Costly Training Processes: New support team members required 4-6 weeks of intensive training to become fully operational.
  • Inconsistent Brand Voice: Varying response styles across team members created an inconsistent customer experience.

SignalHeroUK's Operations Director, Melissa Thompson, summarised their situation: "Our support team was drowning in tickets. We were considering adding four new full-time support specialists at significant cost, but we knew we needed a smarter, more scalable solution."

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Our Solution: A Tailored AI Support Ecosystem

After a comprehensive analysis of SignalHeroUK's support workflow, customer base, and specific business needs, myteamai.co.uk implemented a multi-faceted AI solution custom-built for their unique requirements.

1. Personalised AI Chatbot: "SignalAssist"

We developed "SignalAssist," a conversational AI chatbot that became the frontline of SignalHeroUK's customer support:

  • Brand-Perfect Voice Integration: We meticulously analysed SignalHeroUK's communication style across channels and trained the AI to adopt their distinct professional-yet-approachable tone, technical accuracy, and UK-specific terminology.
  • Deep Technical Knowledge Base: The AI was trained on SignalHeroUK's entire knowledge repository, including proprietary connectivity solutions, equipment specifications, troubleshooting protocols, and region-specific connectivity challenges across the UK.
  • Visual Recognition Capabilities: The chatbot could analyse uploaded images of equipment setups, identifying common installation errors and suggesting corrections.
  • Contextual Awareness: SignalAssist remembered customer interactions across sessions and could reference previous conversations to provide continuity in support.

2. EmailMind: AI-Powered Email Assistant

For customers who preferred email communication, we implemented EmailMind:

  • Intelligent Triage: The system automatically categorised incoming emails by urgency, complexity, and department relevance.
  • Response Automation: For common queries, EmailMind crafted personalised responses that perfectly matched SignalHeroUK's voice and contained accurate technical information.
  • Human Handoff Integration: For complex issues, EmailMind prepared comprehensive summaries for human agents, including relevant customer history, likely issue causes, and suggested solutions.

3. SupportFlow: Intelligent Ticket Routing System

To address the misdirected enquiries problem, we developed SupportFlow:

  • Precision Routing Algorithm: Using natural language processing, SupportFlow accurately directed tickets to the appropriate departments: Technical Support, Billing, Installation, Network Operations, or Account Management.
  • Priority Assignment: The system automatically flagged high-priority issues for immediate attention, using both explicit customer indicators and implicit signals in the communication.
  • Team-Specific Briefings: SupportFlow generated concise summaries for each team, highlighting key information needed to resolve the issue efficiently.

4. AI Training & Improvement Ecosystem

To ensure continuous improvement:

  • Feedback Integration Loop: Every customer interaction and agent correction was fed back into the AI systems, continually improving accuracy and relevance.
  • Weekly Adaptation Cycles: The myteamai.co.uk team conducted weekly reviews and made adjustments to enhance performance based on emerging patterns and changing needs.

Implementation Process

The transformation wasn't achieved overnight. Our structured implementation process ensured a smooth transition:

  1. Discovery & Analysis (2 weeks): We conducted a deep-dive into SignalHeroUK's existing support operations, customer communication patterns, and technical knowledge requirements.
  2. AI Training & Customisation (3 weeks): Our team trained the AI systems using SignalHeroUK's extensive knowledge base, past support interactions, and brand guidelines.
  3. Controlled Deployment (1 week): We initially deployed the AI for 20% of incoming queries, allowing for careful monitoring and adjustment.
  4. Scaling & Integration (4 weeks): Gradually increasing AI handling to 80% of first-touch customer interactions, while refining integration with human support teams.
  5. Optimisation & Expansion (Ongoing): Continuous feedback loops, monthly performance reviews, and regular system updates to adapt to changing business needs.

The Results: Transformative Impact

Financial Benefits

  • Direct Cost Savings: £48,000 annually by eliminating the need for additional support hires
  • Reduced Training Costs: 65% reduction in training expenses as new hires now focus on complex scenarios only
  • Optimised Labour Allocation: Support specialists now spend 80% of their time on high-value activities instead of routine queries

Efficiency Improvements

  • Response Time Revolution: Average first response time reduced from 4 hours to 3 minutes
  • Resolution Acceleration: Average time to resolution decreased by 62%
  • Volume Management: 78% of all customer queries now resolved without human intervention
  • Routing Accuracy: Ticket misdirection reduced from 40% to under 3%

Strategic Advantages

  • Scalable Support: Support capacity now easily scales with customer growth without proportional cost increases
  • 24/7 Coverage: Round-the-clock support without the expense of multiple shifts
  • Enhanced Data Insights: Comprehensive analytics on customer issues driving product and service improvements
  • Consistent Quality: Uniform brand voice and technical accuracy across all customer interactions

Human Impact

  • Team Satisfaction: Support team reported 87% higher job satisfaction, focusing on challenging problems rather than repetitive tasks
  • Reduced Burnout: Staff turnover in the support department decreased from 35% to 8% annually
  • Skill Development: Support specialists developed higher-level problem-solving skills, with 5 team members progressing to more advanced roles

Customer Testimonials

Richard Fairley, Business Client: "The transformation in SignalHeroUK's support is remarkable. I get instant answers to most of my questions, and when I do need specialist help, they already understand my issue without me having to repeat myself."

Emma Docherty, Rural Connectivity Customer: "What impresses me most is how the chatbot actually understands the specific challenges we face with connectivity in our remote location. It doesn't feel like talking to a robot at all—it's genuinely helpful and seems to know our setup."

SignalHeroUK Leadership Perspective

M.T Operations Director: "The ROI has been exceptional. Beyond the £48,000 in direct savings, we've seen improved customer satisfaction metrics and higher team morale. Most importantly, we now have a support infrastructure that can grow with us."

George, CTO: "What sets myteamai.co.uk apart is their understanding that AI isn't a one-size-fits-all solution. They built systems that reflect our technical expertise, brand personality, and unique customer needs. It genuinely feels like SignalHeroUK support, just supercharged."

The Personalisation Difference

The exceptional results achieved for SignalHeroUK weren't the product of generic AI deployment, but rather meticulous personalisation:

  • Industry-Specific Knowledge: The AI systems possessed deep understanding of UK telecommunications regulations, rural connectivity challenges, and SignalHeroUK's proprietary solutions.
  • Brand Voice Precision: Every automated response maintained SignalHeroUK's distinctive communication style—technically precise while remaining approachable and empathetic.
  • Workflow Integration: Rather than disrupting existing processes, the AI seamlessly integrated with SignalHeroUK's ticketing system, knowledge base, and team structure.
  • Evolution Capability: The system continuously learns from new interactions, adapting to emerging products, services, and customer needs.

Conclusion: Beyond Cost Savings

While the £48,000 annual savings make for a compelling headline, the true value of myteamai.co.uk's solution for SignalHeroUK extends far beyond direct cost reduction. The transformation represents a fundamental shift in how the company approaches customer support—from a necessary expense to a strategic advantage.

The AI support ecosystem has enabled SignalHeroUK to:

  • Enhance Customer Experience: Providing immediate, accurate, and consistent support regardless of query volume or time of day.
  • Empower Human Agents: Freeing specialists to focus on complex problem-solving and relationship building.
  • Generate Business Intelligence: Gathering invaluable insights about customer pain points and product improvement opportunities.
  • Build Scalable Infrastructure: Creating support capabilities that grow proportionally with business expansion without proportional cost increases.

For telecommunications providers and service companies facing similar support challenges, the SignalHeroUK case demonstrates that properly implemented, personalised AI solutions aren't just cost-cutting tools—they're transformative business assets that enhance both operational efficiency and customer experience.

For more information on how myteamai.co.uk can transform your customer support operations, visit www.myteamai.co.uk

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