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.

Opportunity

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.

Solution

  • 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

Outcome

Improvement in data quality

Average Handling Time reduced from 25% to 50%

Notes standardization

Analytical insights through MIS reports

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