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

Due to multiple legacy systems involved, the process was complex and lengthy. It also required manual effort to validate the data available in multiple sources. There was no standard process followed, which resulted in each planner having their own way of working. Moreover, some of the team members ended up skipping some of the process steps/documentation, causing major issues later. There was also no way to capture the activity time performed by the individual accurately.

Solution

  • Automating single sign-on to multiple applications reduced the time to under one minute

  • Simplified process helped develop guided journeys, hiding the complexity of process by automating steps in an underlying application

  • Pro-active data validation was carried out for standard parameters coming from multiple sources

  • Mandated standard process to all the planners across the nation to improve standardization

  • Helped planners to add/update standard notes to avoid any confusion

  • Automated routing as part of SPINE planning which was a very complex area

  • Helped managers to deep dive on how their team is performing with the help of MIS data

Outcome

Simplification and standardization of processes helped in reduce the issues and AHT

Improvement in customer service experience

Dramatic reduction in training time

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