The client is the oldest communications company and a leader in communication services. Headquartered in London, the multinational organization operates in nearly 180 countries across five continents, providing fixed-line, broadband, mobile, pay-TV, and enterprise IT services.

The organization sees exceptional customer experience as the key to its transformation to a modern network provider and was looking to increase efficiency in a bid to scale its business operations.


The client’s global services depended on swivel chair and manual rekeying of data for creating order in the systems. The multiple systems to source/validate the data, and the complex process, resulted in high handling time for the orders (E.g. 8.5 hrs for a complex 10 site order). Here the redundant steps validated the data due to error-prone manual copy-paste exercise.


  • Automated single sign-on to multiple applications

  • Provided context-sensitive information about the order to the agent using C-View

  • Provided data validation from multiple source applications

  • Populated order entry forms in applications with relevant, validated data

  • Provided structured activity notes


Improvement in data quality

Average Handling Time reduced from 25% to 50%

Notes standardization

Analytical insights through MIS reports

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