Revolutionizing Telecom Operations with Integrated AI

The Challenge

As one of the largest telecommunications providers in the Netherlands, Ziggo's operations teams were experiencing significant bottlenecks across customer service, contract processing, and internal reporting. Manual document handling and disconnected data systems resulted in delays and inconsistent customer experiences.

The customer support center faced long handling times and backlogs, with no intelligent triage system for routing customer emails or form submissions. Meanwhile, internal departments like Legal and Billing relied on slow, paper-heavy processes for approvals and reconciliation, creating additional operational friction.

The Solution

Cerebello deployed an integrated AI-powered automation suite tailored to Ziggo's specific operational needs. The comprehensive solution addressed multiple pain points across the organization:

AI-Powered Solutions Deployed

Implementation Process

Cerebello executed a phased rollout strategy, beginning with discovery sessions with Ziggo's IT and operations leadership. Each department received a tailored implementation plan with clear KPIs and comprehensive adoption support:

• Discovery sessions to map existing workflows and pain points
• Department-specific implementation plans with measurable KPIs
• API-based integration with legacy systems
• Continuous monitoring and optimization post-deployment

"Cerebello's modular AI solutions transformed our operations without disrupting our existing systems. The results speak for themselves—faster service, happier customers, and more efficient teams."

Measurable Outcomes

The implementation delivered significant, measurable improvements across Ziggo's operations:

• 40% faster average response time for customer inquiries through intelligent triage and routing
• Over 60% of contract processing time eliminated through automated document processing
• Improved SLA compliance for legal and billing workflows with automated tracking
• Higher customer satisfaction scores and significantly lower operational costs

This case highlights Cerebello's ability to bring real, measurable improvements to telecom operations through modular AI and automation—all while working within the constraints of legacy systems and strict compliance standards. By focusing on integration and scalability, we helped Ziggo modernize their operations without disrupting their core business.