One of the largest companies on the New Zealand Stock Market Exchange, providing fixed line telephone services, mobile and internet services, wanted to elevate customer satisfaction levels with the help of Intelligent Automation. The manually intensive process of identifying the broadband service issue and addressing the same, with either a replacement modem or a field technician, impacted the lead times and consequently brought down customer satisfaction levels and scores.
Using AssistEdge RPA, a dedicated team worked closely with the customer’s business team to deliver a solution that identified poorly performing broadband services, determined the root cause using triage and recommended an appropriate treatment plan. This made the complete process more efficient and reduced service and equipment downtime. Download the case study to know how AssistEdge RPA not only helped increase customer satisfaction but also improved employee satisfaction by empowering them to better assist customers.