Read How a European Telecommunications Leader with A Long History of Service Excellence Addressed Key Customer Concerns During The COVID-19 Pandemic
Our client is a leader in communication services headquartered in the UK. With a 170-year history, the client operates a multinational organization in nearly 180 countries providing fixed line, broadband, mobile, Pay-TV, and enterprise IT services.
Due to the coronavirus pandemic, millions of people are using their phones to stay in touch and reach out for help. Our client was looking to prioritize Repair and Provision orders within a period of 21 days.
For Repair and Provision orders, our customers and engineers were manually entering notes, highlighting infected houses/areas. As the engineers were not able to enter these homes to complete their tasks, this led to SLG and an increase in the number of complaint calls. The operators had to search for notes and identify COVID-19 affected cases manually. Once identified, these cases were separated from the remaining requests. These requests were manually rescheduled and continuously monitored for any amendments or cancellation. All this caused delays in servicing requests and overall customer dissatisfaction.
AssistEdge RPA bots were deployed to proactively read notes for both Provision and Repair orders, identify COVID-19 affected homes. These cases were then separated from the rest to form a new queue in the system for servicing. Once the cases were assigned, AssistEdge RPA bots rescheduled engineer visits to a future date by logging into various systems and completed the request by keeping the customer informed about the request.
Identified non-COVID-19 affected Repair and Provision orders quickly and accurately, so engineers could respond and service these cases
Identified exceptions related to COVID-19 affected cases without manual intervention
Removed identified cases quickly from the regular servicing queue, so that they don’t affect service level guarantees
Eliminated manual searching of cases by desk teams
Re-scheduled COVID-19 cases after a period of 21 days
Removed manual monitoring for any amendments or cancellations
If you’d like to know more about how we are enabling our customers to tide-over COVID-19 disruption by implementing such use cases, you can request a meeting by filling in the form below.