A leading global cable and home internet service provider delivering broadband, phone, and entertainment services to millions of households and businesses worldwide.
Replace a cumbersome, error-prone customer account audit process involving multiple tools and manual interventions with a streamlined, automated solution to improve billing accuracy and customer satisfaction.
We implemented Roboworx's automation solution, leveraging web data extraction and streamlined workflows to consolidate equipment data and simplify audit processes. The system integrated seamlessly into existing operations to enhance efficiency and accuracy.
Inefficiency of Manual Audit: The cable and home internet service provider struggled with an inefficient and error-prone audit process for customer accounts.
Multiplicity of Tools: Agents faced challenges navigating multiple tools to assign and un-assigns devices, verify billing details, and ensure accuracy.
High frequency of error: The manual process was not only time-consuming but also led to frequent errors, inconsistent updates, and increased customer complaints.
Customer Dissatisfaction: The complexity of the workflow reduced productivity, caused delays in issue resolution, and negatively impacted customer satisfaction and loyalty.
Roboworx Intelligent Automation Solution: By leveraging robotic automation, the system extracted equipment data, consolidated it into a single, accessible format, and streamlined the workflow for supervisors to make accurate adjustments swiftly.
Automated Data handling: The solution replaced manual navigation with automated data handling, ensuring real-time updates, improved accuracy, and faster processing. This approach enhanced operational efficiency, reduced agent workload, minimised errors, and significantly elevated the customer experience.
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