Contact
Linkedin-in

AI-Powered Synthesis to Better Understand Cost-to-Serve

  • Industry: Business Services, Technology

Overview

A large private equity-backed business services technology company struggled with understanding the true cost-to-serve for each customer due to vast amounts of unstructured data in 120,000 customer emails. Teragonia developed a custom AI solution that analyzed these emails, identifying and summarizing 16 core customer issues. This enabled management to establish accurate cost-to-serve metrics, optimize resource allocation, and renegotiate contracts, leading to significant operational cost savings.

Analyzed over 120,000 emails

Scaled to process over 20 million words, which were identified, summarized, and ranked

Extracted critical, actionable insights and eliminated manual intervention

Standardized cost-to-serve metrics across 1,300+ customers and 25 customer categories

Delivered granular visibility into profitability metrics

Shifted focus from reactive problem-solving to proactive decision-making

BizOps Solutions

Teragonia’s custom AI Solution is uniquely designed to process unstructured data (i.e. emails), contextualize customer sentiments, and deliver actionable insights tailored for Sales and Marketing functions. The AI solution is based on a proprietary algorithm developed by artificial intelligence (AI) and private equity (PE) experts.

Key Results

In just two weeks, Teragonia built a custom AI solution that analyzed over 120,000 customer emails, rapidly identifying and summarizing key customer issues. Management leveraged these insights to establish accurate cost-to-serve metrics, optimize routing, and renegotiate contracts, leading to significant operational cost savings.

The Details

The Challenge

Tasked with optimizing operational costs while maintaining high customer satisfaction, the functional leader of a large PE-backed business services tech company lacked visibility into the true cost-to-serve data for each customer. This made it impossible to identify which accounts were driving profitability and which were draining resources. The only available data was buried within thousands of customer emails—a trove of untapped insights containing complaints, inquiries, and service requests. Manually sifting through this vast amount of unstructured data would not only prove to be time-consuming but also prone to errors and inconsistencies. Without a clear understanding of customer pain points or the resources required to address them, they struggled to create meaningful strategies for reducing costs and improving efficiency. The stakes were high as operational inefficiencies grew, and the inability to act decisively impacted margins and overall performance.

The Win

Teragonia implemented a custom AI solution designed to tackle the complexity and scale of their customer emails also referred to as unstructured data. The solution analyzed over 120,000 emails—equivalent to more than 20 million words—efficiently extracting critical insights while eliminating the need for manual intervention.

By identifying, summarizing, and ranking 16 core customer issues, we helped their leadership team uncover the true drivers of operational inefficiencies and customer dissatisfaction. Our PE, mergers and acquisitions, business, cross-functional, and operational experts utilized the insights from our custom AI solution to establish standardized cost-to-serve metrics that aligned with varying levels of complexity. This empowered management to efficiently route inquiries to the most suitable advisors.

In addition, the solution delivered actionable insights that informed contract renegotiations with both customers and vendors, enabling negotiations and ensuring improved margins and optimized service delivery. By automating and contextualizing data analysis, Teragonia empowered the team to shift focus from reactive problem-solving to proactive decision-making, driving long-term operational excellence and strategic growth.

Accelerated Growth

  • Cost-to-Serve Metrics: Standardized metrics that aligned with complexity levels, allowing leadership to identify inefficiencies and optimize resource allocation
  • Actionable Customer Insights: Summarized and ranked 16 core customer issues from unstructured data, enabling leadership to address root causes and proactively solve customer pain points
  • Strategic Decision-Making: Delivered key insights influencing pricing strategies, customer portfolio management, and operational efficiency improvements
  • AI-Driven Efficiency: Analyzed over 120,000 emails and contextualized more than 20 million words, providing clarity and driving decisions that would have been impossible through manual analysis

Connect with an Expert

To learn more about how we delivered our solution and how it could apply to your scenario.

Let's Talk
Other Case Studies

Industry: |

Analytics Foundation. KPI Clarity. IPO Confidence.

View Study

Industry: |

Enabling a $100m Enterprise Value Boost through Pricing Optimization

View Study

Industry: |

From Churn to Loyalty: $90m EV Boost From AI-Powered Customer Retention

View Study

Industry: | |

AI-Powered Data Extraction: Scaling Efficiency, Reducing Errors

View Study

Industry: |

Centralized Insights. Automated Reporting. Strategic Clarity.

View Study

Industry: |

Weekly Market-Level Insights for Operational Precision

View Study

Industry: |

AI-Driven Content Optimization: Transforming Customer Feedback into Growth Strategy.

View Study
Asset 6
Linkedin-in
Contact

Corporate Offices

Illinois
171 N Aberdeen St, Suite 400, Chicago, IL 60607

Texas
8333 Douglas Ave, Suite 340, Dallas, TX 75225

New York
Tower 49, 12 E 49th St 16th Fl, New York, NY 10017

Disclaimer: Our estimated enterprise value gains from analytics enablement are dependent on several project-specific variables. Terms of each engagement, including deliverables, will be governed by the respective master service agreement or engagement agreement. Please reach out to us to discuss.

© All rights reserved

Website by Nektor Media

Corporate Offices

Illinois
171 N Aberdeen St, Suite 400, Chicago, IL 60607

Texas
8333 Douglas Ave, Suite 340, Dallas, TX 75225

New York
Tower 49, 12 E 49th St 16th Fl, New York, NY 10017

Back to Astradis

Foundational Tech Infrastructure

Our core analytics and AI platform drives informed decision-making with enhanced clarity and focus, and rapidly unlocks enterprise value

Core Features:

Connect All Your Data Sources

Integrate data from multiple source systems effortlessly

Critical for breaking down silos and creating a unified view

One Trusted Data Source

A secure, centralized cloud hub for all your data insights

Foundational for reliable decision-making and enterprise-wide alignment

Interactive Dashboards

Visualize complex data through easy-to-understand dashboards

Empowers leaders with actionable insights

Enriched Data Flow, Fully Automated

Reverse ETL capabilities enriches your data and ensures your data flows exactly where it is needed for function teams to act on

Enables real-time, action-oriented data flow 

Additional AI capabilities are actively in development

Your Data Should Drive Real Results

Are you unlocking the full potential of your data?

Let's Talk

Scott Briggs

Senior Site Reliability Engineer

BS International Business | American University of Paris

BS Computer Science | American University of Paris

Seasoned DevOps and infrastructure engineer with expertise in AWS, Kubernetes, and Terraform; led cloud migrations and scalable infrastructure projects at Sfara, FanDuel, and Kickstarter.

With over 15 years of experience in small and medium-sized startups, Scott is a seasoned expert in designing, optimizing, and maintaining robust, scalable, and secure infrastructure. He specializes in automation and embedding security from the ground up, consistently delivering reliable systems tailored to meet dynamic business requirements.

Prior to joining Teragonia, Scott made a significant impact at Sfara, where he built the company’s entire infrastructure from scratch. He engineered systems capable of supporting hundreds of thousands of users with seamless scalability, implemented automated development pipelines, and introduced observability tools to monitor and manage resources effectively. Additionally, Scott led the infrastructure team in achieving ISO27001 security certification, ensuring security was integrated into every aspect of the system and transforming it into a critical asset for business-to-business operations.

Beyond his technical expertise, Scott has a proven track record of managing and mentoring high-performing teams. As a Senior DevOps Engineer at FanDuel, he gained invaluable experience in scaling infrastructure and optimizing resources to support millions of daily users, aligning technological capabilities with organizational goals.

Jack Amedio

VP of ADMINISTRATION

Master’s in Human Resources | University of Illinois

Bachelor’s in Management | Loyola University

Former Financial and Operations Manager at Houlihan Lokey, Golin Harris, and MSL Group.

Jack is a highly driven, cross functional professional with extensive experience in operations and administration. 

Prior to joining Teragonia, Jack held financial and facilities management roles for Houlihan Lokey, MSL Group/Publicis, and Golin Harris in which managed and created processes and trainings for multiple functional areas ensuring operational and administrative procedures were well planned, efficient, cost-effective, and aligned with business objectives while ensuring initiatives, internal events as well as client events propelled employee and client engagement.

Jack holds undergraduate degrees from University of Illinois and Loyola University Chicago and has completed graduate certificates in Business Administration, Strategic Human Resources, and Operations at Cornell, CUNY-Buffalo, and University of Illinois and is in the process of completing a Master’s in Human Resources at Loyola University Chicago’s Quinlan School of Business.

Mason Taylor

LEAD ANALYTICS ENGINEER

MS Analytics | Georgia Institute of Technology

BS Management Information Systems | Oklahoma State University

Former analytics engineer at Cyderes and ConocoPhillips with a Master’s in Analytics from Georgia Institute of Technology and a Bachelor’s in Management Information Systems from Oklahoma State University

Mason is an Analytics Engineer with deep experience in data analytics, business intelligence, machine learning, and cybersecurity. He brings a proven track record of leading analytics engagements spanning architecture, insights, visualizations, and delivery.

Before joining Teragonia, Mason was a Senior Analytics Engineer at Cybersecurity MSSP CYDERES where he built a scalable, standardized, and secure analytics architecture for over 300 clients across many industries and consulted with them to deliver insights through bespoke data driven solutions. In addition, he managed the data delivery of the insight platform leveraged by the Security Operations Center to respond to incidents in a timely and effective manner.

Prior to joining CYDERES, Mason worked in ConocoPhillips’ Analytics and Innovation Center of Excellence holding varied roles within the Data Analytics organization from Data Engineering, to Business Intelligence, and Data Science. He delivered robust data solutions in all operating units for various functions including Engineering and Production, Finance, IT, and more. Including projects to standardize cost and production data across operating units. 

Mason started his career at The Williams Companies in cybersecurity and transitioned to cybersecurity at ConocoPhillips where he found his passion for Data Analytics through SIEM management, detection engineering, and threat intelligence.

Grace Sun

ASSOCIATE

Bachelor’s in Finance & Accounting | Georgetown University

Former analytics engineer at Houlihan Lokey and financial analytics at JP Morgan Chase with a Bachelor’s in Finance & Accounting at Georgetown University

Grace is a seasoned analytics engineer with specialized expertise in crafting and implementing analytics solutions that drive agile, informed executive decisions in M&A and value creation for private equity-backed companies.

Before joining Teragonia, Grace was a part of the data science and business analytics team at Houlihan Lokey. She has excelled in harmonizing, enriching, and analyzing data from diverse sources, providing key insights that enabled private equity investors and portfolio company executives to make rapid, data-driven decisions across the investment lifecycle. She has developed novel analytics solutions, including deal sourcing and evaluation tools for platform investments that employ a buy-and-build or de novo growth strategy, as well as post-close value creation and KPI reporting tools for operators and management teams.

Grace has also worked at JPMorgan Chase & Co. in the Global Finance and Business Management rotational program, where she built analytics solutions to evaluate banker attrition and KPI reporting within the Global Private Bank.