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 process involved manual handling of multiple KCI emails. The multiple systems to source/validate the data led to high handling time for the orders — 17 mins for order creation. Here the redundant steps validated the data due to error-prone manual copy-paste exercise. Besides, the general search took a long time in extracting data from different systems.

Solution

  • Automated single sign-on to multiple applications

  • Provided context-sensitive information about the order to the agent using C-View and summary view, thus saving the time an agent spends to look for relevant information in multiple applications

  • Automated creation of the SG Order in data entry journey

  • Automated handling of emails and validation across multiple data sources

Outcome

Process standardization enabled multiskilling

Average Handling Time reduced from 15% to 40%

Annual savings of 222K GBP acknowledged by the operations team

Operational analytical insights enabled further process optimization

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