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 staff was working on approximately 20+ systems, which resulted in a lengthy system logon time. Moreover, the complex routing process was taking up to 6 months of training for new planners, and many experienced planners were on the verge of retirement.

Since there was no standard process followed by all the teams at different locations, the quality check took a long time to point out possible issues and validating data available in multiple sources was a highly manual effort. Another challenge was that some of the team members ended up skipping some of the process steps/documentation, causing major issues later. Hence, there was 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 the routing process by executing several transactions, that helped the planners to select the best route easily and enabled the new planners to take up production work as quickly as possible

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

  • 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

Helped accurately track network planning work, thus giving the senior management more control on possible escalations & penalties

Standardization of the process helped reduce the issues and confusions

Improvement in customer service experience

Dramatic reduction in training time from 6 months to several days

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