Internet Provider Reviews 50,000 Complaints, Beats FCC Deadline

Challenge

A major internet service provider is responsible for cataloguing each customer complaint with the FCC (Federal Communications Commission). Faced with a backlog of nearly 50,000 complaints–and more on the way–the legal team needs to review and challenge or certify each complaint before the deadline only a month away.

Approach

The client onboards an initial team of 5 Axiom paralegals to enter the customer database, certify or challenge every complaint, and submit a response to the FCC portal. An experienced team lead facilitated communication with Axiom and the client, tracked the project’s progress, and delegated assignments to team members. In anticipation of another influx of complaints, she onboarded 3 additional team members to catalogue the entire database ahead of deadline. One month-long sprint later, the Axiom team disbanded as quickly as they came—the client back to business-as-usual.

Impact 

• Team lead managed onboarding and escalations, significant reducing client’s administrative burden.
• Avoided costly FCC penalties by responding to nearly 50,000 complaints in the FCC portal ahead of deadline.
• Yielded the client 38% in cost savings when compared to a competing law firm alternative.