Process design and optimization for a leading telecommunications company

Challenge:
High call volumes in the call centers led to long waiting times and dissatisfied customers, as well as a negative perception of the client and its brands in the press.

Idea:
Implementation of measures to enable customers to make settings/changes to their contract independently in an online portal & app. These measures should lead to a reduction in the number of call center calls and streamline the customer journey while reducing resource costs and improving quality of life.

Objective:
Reduction of customer care workload and capacity through optimized processes and customer self-service solutions.

Solution:
1. Implementation of callback functions
2. Additional information on customer orders in the Selfcare Portal
3. Adaptation of communications towards the customer
4. Relief for call center agents through the introduction of new software and tools
5. Access to network settings for customers via Selfcare Portal (mailbox, call forwarding, etc.)
6. Third-party provider blocks enabled via Selfcare Portal and app (app store, etc.)
7. Reports on network faults and the view of the current network status and faults via the app
8. Cost monitor for third-party provider services in the Selfcare Portal