Implementing process automation and personalization to improve the customer experience

Client background

India’s first multinational corporation and fastest growing telecom company, our client has a wide network of over 400,000 towns and villages across the country. This Indian mobile network operator is a leading provider of 4G LTE prepaid, postpaid mobile voice and high-speed wireless Internet services with approximately 216.76 million subscribers as of April 2018.

Business challenges

With the telecom industry witnessing intense competition due to a consolidation of operations, rapid advances in technology, and quickly changing consumer preferences, our client was struggling to improve the efficiency of its consumer support operations with consumers reaching out to them via different communication channels. Other challenges include:

Consumer experience standards weren’t consistent across the different communication channels as there was no business solution/rule that would synchronize the brand communication

An effective resource deployment strategy was needed to manage large volumes and achieve faster turnaround times for resolving consumer issues

Building a team that understood both the client’s business processes as well as consumer engagement do’s and don’ts was extremely important in creating a scalable and profitable business solution for dealing with consumers effectively

Automated responses had to be replaced by customized responses to ensure the consumers feel their issues are being taken seriously and their time is being valued

The solution

Providing process improvements through a combination of process automation and response customization

Improving resource efficiency by eliminating repetitive manual tasks

Identifying new opportunities that aided in developing better cross-sell or up-sell avenues

Reducing the turnaround time and improving the consumer experience

Expected benefits:

Improved resource management

Reduction in errors and increase the quality of responses

Immediate deployment of resources to handle crisis situations

Real-time exception-based monitoring and reporting