CUSTOMER STORY
Three Ireland
Three Ireland drives product innovation and supports business growth through customer-centricity
EXECUTIVE SUMMARY
Three Ireland is Ireland’s largest mobile telecommunications and Internet service provider. With a 46.5% market share and serving over 4.5 million customers, Three Ireland strives to provide its customers with a better-connected life through meaningful products, best-in-class service, and a connected network experience.
The company recognized it had untapped potential to connect with its online customer community to better deliver on its mission. By providing a more engaging platform and intuitive purchase journey, Three Ireland saw:
- 135% increase in sales conversion rates
- 26% YoY growth in community membership
- 11% of digital customer support handled in community
“We try to identify ways that we can make our products better. As a company, it's really valuable to have that level of insight and an open group that we can contact on a one-to-one or one-to-many basis. We can ask them, ‘Is this working?’ and ‘Are we going in the right direction?’”
– Patrick O’Brien, Digital Services Lead, Three Ireland
