Assisting Openreach drive the UK’s digital revolution

Assisting Openreach drive the UK’s digital revolution

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We drive the UK’s digital revolution because we run the UK’s digital network. Our mission is to build the best network, offering the highest quality of service.

We have been using AssistEdge RPA to automate procedures that we couldn’t automate previously. AssistEdge RPA has helped us bridge the gap between different systems that were either not configurable or held back by technical debt.

Utilizing the EdgeVerve product has had a positive impact on our business. We can now get customer orders fulfilled more quickly; in addition, we have reduced costs and equipped our people with better tools to help them tackle the complicated problems, without our complex system stack getting in their way.

Edward Watson
Senior Manager – Process Re-engineering & Digital Transformation at Openreach

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AssistEdge RPA in Telecommunication — Addressing key customer concerns affected by COVID-19, assuring superior customer experience

AssistEdge RPA in Telecommunication — Addressing key customer concerns affected by COVID-19, assuring superior customer experience

Openreach is one of the largest communication companies in the world. A wholly-owned subsidiary of the BT Group, Openreach maintains, provides, and manages the UK’s network system, helping businesses, both large and small, residences, and individuals connect digitally. It also supports the operations of the 640+ communications providers who supply phone, broadband, and ethernet services to the entire country.

With the outbreak of the coronavirus pandemic, millions of people were dependent on their phones to stay in touch and reach out for help. Openreach wanted to improve its customer experience by prioritizing repair and provision orders within 21 days. They chose AssistEdge RPA to add flexibility to their existing system stack, ensure business continuity, and react to this novel and unprecedented situation. Besides, AssistEdge RPA has also helped Openreach guarantee its engineers’ safety and efficiency, allowing work to continue smoothly while minimizing risk.

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Key Highlights

Key Highlights

With AssistEdge RPA bots, Openreach:

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

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Benefits of AssistEdge RPA implementation

Benefits of AssistEdge RPA implementation


140,000+

productive hours automated annually


$400,000

service level guarantee payments saved each year


1000+

customer with a total loss of service kept safe and connected during COVID-19

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