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 new process named EMP was being defined for solid fiber network and dark fiber orders. The challenge — Defining the new process and ensuring adherence by planners, including training planners on the new process.

The client was looking at standardizing the complex routing, which is part of the process and accurately capturing the activity time performed by an individual across various systems.

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

  • In the proposed solution, the planners will not have to go through multiple systems rather the planner will be guided step-by-step receiving data from multiple native systems in the workflow to complete a specific job

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

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

  • 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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