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.
  • 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.