AssistEdge Engage — Harmonizing ethernet for the world’s top communications company, BT
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.
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.
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
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