BT automates capacity management reports generation using AssistEdge Engage
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
Capacity management reports generation process required fetching data from across multiple systems. Generating reports required a complex and high number of steps and manual calculations across multiple systems. It required an effort-intensive activity to complete the report. The manual rekeying of data for creating standard email templates and copy-pasting information across different systems resulted in high chances of manual error.
Solution
Automated single sign-on to multiple applications
Tool based analysts helped to add/configure new reports for the new client
Brought flexibility to change the report generating criteria
Each report has its own template where the analyst has the flexibility to change the logic of retrieving the data and graphs from different sources during automation
Guided workflow helped analysts to understand the current stage of automation
Outcome
Reduction in average report generating time by 81%
Standardized report formatting
Improvement in customer service experience by improving the SLA adherence
Minimized the manual errors by automating complex excel based calculations
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