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 multiple systems to validate the data led to high handling time for the orders. It also required manual rekeying of data for creating single or bulk service requests in Expedio Order Management. This was an effort-intensive activity when it came to creating or closing bulk orders in Expedio.

Solution

  • Automated single sign-on to login into multiple applications on a single click

  • Provided customized dashboard/summary screens to facilitate:

  • Automated workflow, relieving the user from multiple data entry and click operations

Outcome

Reduction in Average Handling Time for SR creation in Expedio by 20-25%

Provided options to process orders in bulk (bulk service request creation and closure)

Standardized and simplified complex processing

Improvement in customer service experience by improving the handling time

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