CASE STUDIES - Telecommunication
Industry - Telecommunication
- One of the largest mobile communications providers globally with almost 440 million customers.
Business Case
- Streamline processes for facilitating retention related change plan calls. This process is lengthy and prone to error.
- Agents were taking written notes due to the complexity of inputting the data. Agents were requiring access to multiple systems and screens.
Solution
- RPA front end installed for the Provision of agent interface which allowed for customer single view, handset selection and call wrap up using web service.
- Provide real time access to all data.
ROI Outcomes
- Reduced call handling times from 20 to 8 minutes.
- Less human error.
- Training time reduced, on 5-6 screens rather than 40.
- Increased up sell and cross sell opportunities.
- Improved customer satisfaction.