Case Study: Strengthening Enterprise Connectivity & Retention through Strategic Customer Success

Client Overview

Industry: Manufacturing & Logistics

Company Size: 10,000+ employees across North America

Engagement Scope: Enterprise connectivity, cloud communications, and IoT platform integration

This enterprise client approached AT&T seeking a solution to unify their communication infrastructure and modernize operations across multiple manufacturing sites. Their decentralized network caused inconsistent uptime, poor data visibility, and rising maintenance costs.

Objective

The primary goal was to increase product adoption and utilization across the client’s cloud-based communication suite, while improving customer satisfaction and securing a multi-year renewal. Secondary goals included enhancing network resilience and identifying opportunities for cross-sell expansion within IoT and managed mobility.

Process & Strategy

1. Onboarding & Discovery: I led cross-functional discovery sessions with IT, finance, and operations teams to map current workflows and identify friction points in communication and reporting.

2. Implementation & Enablement: Partnered with AT&T’s technical architects to configure UCaaS and IoT solutions that streamlined collaboration between plants. Conducted training sessions for 500+ end users and department heads to accelerate adoption.

3. Proactive Account Management: Introduced quarterly business reviews (QBRs) with data dashboards highlighting usage trends, uptime improvements, and ROI metrics. Coordinated with support and billing teams to preempt and resolve pain points before escalation.

4. Cross-Team Collaboration: Worked closely with solution engineers and marketing to position advanced security and mobility features as logical extensions of the existing environment—driving expansion conversations organically.

Results & Metrics

• Adoption: Increased platform utilization from 68% to 96% within 6 months.

• Retention: Secured a 3-year contract renewal valued at $3.5M.

• Expansion Revenue: Closed $1.2M in IoT and managed mobility add-ons within 9 months.

• Customer Satisfaction: Improved NPS from 70 → 92, driven by faster response and proactive insights.

• Efficiency Gains: Reduced downtime by 40%, improving internal communication flow and operational continuity.

Customer Testimonial

“AT&T became more than a provider—they became a strategic partner. DeAndre and his team understood our challenges, acted quickly, and helped us modernize operations in a way that truly created business impact.”— Director of IT Infrastructure, Enterprise Manufacturing Client