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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