Assisting Openreach drive the UK’s digital revolution
Assisting Openreach drive the UK’s digital revolution
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 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
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
Automation is a key tool in helping us adopt digital transformation. Within Openreach, we have a massive number of systems, and typically it takes about 7-8 months to implement the changes via our traditional waterfall model. By using EdgeVerve, we can do that much quicker than having to do it directly on our main systems stack.
David Magowan
Principal IT Programme Manager – Openreach CTIO
We utilized the AssistEdge RPA platform to implement new capabilities across Openreach. By working with EdgeVerve, we are able to put the customer at the center of our focus and automate processes to prevent any delays in service for our customers. EdgeVerve allows our business to introduce automation to carry out actions where our existing legacy system stack is unable to do so. In terms of business benefits, it would be cost savings that would be the most significant from working with EdgeVerve.
Liam Spence
Disruptive Technology Manager at Openreach
EdgeVerve team is very focused on the customer experience; they constantly supported us throughout the project, especially during the testing and post-deployment phases which were crucial to ensure a successful roll-out of our automated process.
Alisa Turcanu
Project Manager at Openreach