Telecommunications
Case Study
Scenario
A customer contacts the Customer Service team via email, phone or in-store with a request to change their existing media package.
The request is captured manually within a front office app and is then picked up by a back-office agent and manually evaluated (using a complex set of rules), before being entered into two back office systems.
The change is processed by the agent in the back-end, and the front-end is then manually updated. Depending on the scenario, install technicians and hardware providers are also notified if applicable.
The customer is then notified that their change request has been completed.
The issue: process is time-consuming, manual, costly, and detrimental to customer satisfaction.
Solution
An End to End Integrated Automated Process
Change request submission through Agent
Select new Change Request from application API
APPLICATION A
Completion of Assistant guided questionnaire
APPLICATION B
Informing customer about implemented change
Sending new router
Scheduling appointment with Technician
Start self guided installation
Trouble shooting
RPA Solution
Scheduling technician appointment
Partnering with our Customer, Eclair delivered a hybrid solution which created an API between systems (reducing latency) and RPA to automate the ‘change of service’ process
Results
A flexible adaptable solution has been created for the business. Changes in pricing, seasonal promotions, product bundles, new product and the complex business rules which underpin these are now dynamically catered for.
Eclair’s solution resulted in:
Return of investment within the same financial year
Elimination of repetitive, time-consuming, error-prone tasks
AHT (Average Handling time) reduction from 12 minutes to 2.5 minutes
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