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.
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
productive hours automated annually
service level guarantee payments saved each year
customer with a total loss of service kept safe and connected during COVID-19