Orion Telecom had 14 separate customer feedback systems generating 2M+ data points monthly—but no unified view. NPS had stagnated at 38 for three consecutive years, and churn was accelerating.

Lumina's team unified all 14 feedback streams into a single Customer Intelligence Hub using our proprietary data fusion methodology. Sentiment analysis and journey mapping revealed 5 critical friction points driving 71% of churn.

We designed and deployed a Customer-Insight Hub with real-time NPS tracking, predictive churn scoring, and automated intervention workflows. Service teams receive daily priority queues of at-risk customers with recommended actions.