Managing Order Creation & Customer Care

Problem Statement

The firm’s order management and customer care process involved a huge volume of transaction data that  slowed down processing.

 

Process Overview

The process took orders from customers and handled 480-600 orders per day. They also offered a speed booster service at discount, but didn’t have an efficient process behind it, costing the company hundreds of dollars per customer per year. They wanted to remove the package to lower costs.

Systems: Siebel, Outlook

 

Solution

4 robots were tested & deployed into production running 24/7 installed straight onto the client’s system – this generated daily operational reports for identified stakeholders

Transfer Of Ownership

Problem Statement

A Customer can request a mobile phone contract be transferred to another customer. The advisor adds notes to the account with new details and explains that the new owner then needs to call in to give their details and take ownership of the mobile contract.

 

Process Overview

When a customer calls into customer service, the advisor goes over some security details with the customer. Once the customer passes the checks, they are asked who the person is who will be taking over ownership of the contract. The new details are noted on the billing system and the new owner is then expected to call in. Nothing will happen to the account unless the prospective owner calls.

Once the new owner calls, the change of ownership can start. The advisor takes all the customers details including new address and bank details for monthly payments. A brand new account is then created for the new customer and the old account closed. Nothing has to change on the network as the mobile will continue to be used on the same number.

Systems: DISE, CUK, Kana

 

Solution

The original owner of the mobile phone now fills out a structured online form with their details and the contact details of the new customer. Due to data protection, a call still needs to be made to the new customer. Once the form is received, the advisor calls to check that the details are correct and the new owner is happy to take on the phone contract with the details supplied. If they are happy, the email is forwarded to an inbox where the robot picks up the email and performs the transfer of ownership. Once the transfer is fully complete an email is sent to both customers and a text to the mobile to let them know of completion.

SIM Swaps

Problem Statement

When a customer receives a new SIM card through the post, they are required to call into customer service so the new card can be activated on the network, replacing their old one.

 

Process Overview

The customer calls into customer service, the advisor goes over some security details with the customer. If the customer passes the data protection questions the advisor takes the new SIM number from the customer and updates it on their account and the mobile network.

Systems: Outlook, DISE, CUK, Kana

 

Solution

The customer can now request the Sim Swap online using a structured online form. The form is received via the robot which then checks the information given against the customers account. If the robot finds the details are a match then it will go ahead and change the customers mobile number to the new SIM.

Replacement SIM Cards

Problem Statement

Customer needs a replacement SIM card due to it be lost, stolen, damaged or the customer has upgraded to a new handset where they requires a smaller SIM card.

 

Process Overview

The customer calls into customer service, the advisor goes over security details with the customer. If the customer passes the data protection questions the advisor finds out what type of card they need and then fills out a request for one to be mailed out.

Systems: Outlook, DISE, CUK, Kana

 

Solution

The customer can now request the new Sim Card online using a structured online form. The form is received via the robot which then checks the information given against the customers account. If the robot finds the details are a match then it will send out the new SIM card by filling out the details on the customers account the same way a human advisor would.

Mobile Number Ports PAC Requests

Problem Statement

Customer wants to cancel their mobile with the network, move it to another but keep the same number, they need to request a PAC code. The customer cannot move to the new network without this code, so they need to obtain it as soon as possible.

 

Process Overview

The advisor taking the call in Customer Retentions would set the mobile for disconnection in 30-days, then set the mobile number for disconnection on the O2 Network. Finally the advisor would give the customer his PAC code taken from the MNP website.

Systems: Outlook, ABS, DISE, CUK, Kana, SMP, MNP Site

 

Solution

The customer can now text the words PAC Request to a mobile short code. The robot receives the text and goes through the necessary checks including making sure the customer is out of contract and hasn’t upgraded recently. Within 10 minutes the customer receives a text back with the PAC code. The customer may then take the PAC to his new network who can arrange the switch over and cancellation on the Network on behalf of the customer.

Tariff Transfer

Problem Statement

Should a customer wish to change their tariff to a higher or lower tariff as their usage has changed,  they must contact customer service in order to action this change.

 

Process Overview

A customer calls into customer service, the advisor goes over security details with the customer. Once the customer passes the checks they are asked what tariff they would like to change to. If the tariff is a more expensive one, the advisor goes ahead with the change. If the advisor notices that the tariff change would be a lower price than the current tariff, checks need to be made to ensure the customer is out of their contract. If the customer is within the contract the tariff change must be rejected.

Systems: Outlook, DISE, CUK, Kana

 

Solution

The customer can now request a tariff change via an online form, the form asks the customer to make sure they are not going onto a lower tariff if still within contract. The robot picks up the request and goes through the necessary security checks. If the checks pass, the robot then compares the new tariff to the one the customer is currently on. If the monthly cost is lower and the customer is still within contract then the request is rejected. If the request is ok to go ahead the robot actions the change and informs the customer via a text message.

Migrations to Pay & Go

Problem Statement

Customers are calling in to cancel their mobile phone and the Customer Retention team often manage to keep the customer by offering them a Pay & Go deal keeping the same number. Customers also phone in at the end of their contract and request to have their number migrated to Pay & Go.

 

Process Overview

The advisor taking the call in Customer Retentions or Customer Service would manually disconnect the mobile number on the billing system and then on the network. A reconnection would then take place on the Pay & Go Network and on the Pay & Go billing system. Once this has all gone through the advisor calls the customer to let them know the number has been successfully migrated to Pay & Go.

Systems: Outlook, ABS, DISE, CUK, SMP, Kana, PCMT, Geneva

 

Solution

The customer can now request the migration to Pay & Go via a structured online form which is then sent to the robots to pick up and action. The advisor in Customer Relations now has access to the form and can fill this out for the customer in order to make sure he stays with the Network. Customers are made aware of when changes are complete via a text message.

30 Day Return Credits

Problem Statement

When a customer returns a phone within 30 days, they require a credit on their account for the line rental and handset cost that they have incurred within the 30 days. Advisors must answer customer calls and run a manual check to see if the handset has been returned by the customer.

 

Process Overview

A call is received into customer service, a manual check is made on the IMEI of the handset to make sure it has been returned. If it has been returned a credit is then manually put on the customers account. If the phone is not back in stock the customer must call back in a few days to check again.

Systems: ABS, DISE, CUK

 

Solution

All requested Bars/Unbars are now captured on a structured online form which is then sent to the robots to pick up and action. If the robot checks and cannot find the handset has been returned then the case is deferred for a few days and a second and then third check is made a week later. Customers made aware of when changes are complete via email or text message if available.

Adding / Removing Blocks & Services

Problem Statement

Calls were coming into customer service at all times of the day including out of hours due to customers losing their mobile phones and requesting for the lost device to be immediately blocked. Sometimes hours or even minutes later, a call could come back in to unblock the mobile if it had been found.

 

Process Overview

The advisor manning the out of hours blocking line receives a call from a customer that has lost their mobile phone. The advisor asks data protection questions to be sure the caller is the owner of the mobile phone. If the customer passes the checks, a block is placed on the network which takes effect immediately.

If a call is received from a customer asking to have the mobile unblocked the same happens, after the security checks are passed the phone is unblocked.

Systems: ABS, DISE, CUK

 

Solution

All requested Bars/Unbars now captured on a structured online form which is then sent to the robots to pick up and action. Customers made aware of when changes are complete via email or text message when available.

Access Control

Problem Statement

For every new starter to a call centre or a high street store, there can be up to 12 system IDs that need to be created. For every staff member who leaves, there is a leavers report generated at the end of every month and these IDs must be manually deleted one by one. This is very time consuming and many emails need to be sent out which can sometimes lead to inaccuracies.

 

Process Overview

The Access Control team manually create all the required IDs once they receive a new advisor request. Once the IDs are generated which can take up to an hour or more, emails are sent out to the new advisors with usernames on one email and passwords on another. Also an access database is updated logging all user IDs that have been created for each advisor so that the team have a record.

Deletion email ID requests are also generated that Access Control team advisors have to manually find and delete at the end of each month.

 

Solution

All requests for new IDs are now sent to the robots inbox where the robot picks these requests up and creates the IDs. These IDs are then automatically mailed out to the advisor and the database updated with the results of IDs created.

Consumer Ad-Hoc Amendments

Problem Statement

High volumes of various consumer account change calls received into customer service keeping customers on the phones whilst changes are made. Also keeping advisors tied up on the phones filling out details and making changes adding to lengthy call times.

 

Process Overview

The processing of various ad-hoc changes to customer accounts such as address changes, username changes, number changes and number migrations from one billing platforms to another.

Systems: MS Excel, DISE, ABS, CUK, Kana.

 

Solution

All requested changes of Ad-Hoc type now captured on a structured online form which is then sent to the robots to pick up and action. Customers made aware of when changes are complete via email or text message.

Handset Orders

Problem Statement

Volumes of iPhone orders during product launches (for approx. 6 weeks) increased from approx. 200 to 1,250 per day. 3 manual FTE in back office had to be increased to 18 in order to fulfill the orders on time. An unfortunate consequence meant that other workstreams were impacted. There was an inability to report on the types of handsets being ordered and the frequency, MI was lacking.

 

Process Overview

The processing of Handset Orders for Customers via Customer Services.

Systems: MS Excel, DISE, ABS, CUK, Kana, Anovo, SMP, Gateway, Hansen, Synergy

 

Solution

All orders to be captured in a structured format within Salesforce. An automated report sent to the Robots to work the orders. Efficiencies to be introduced to ensure iPhone orders are not hindering the ordering process for non-iPhone orders. Sufficient Robots made available to handle the influx of volumes.

Handset Unlatching

Problem Statement

Fraudulent activity of handset unlatching not monitored or realised. The inability to report on the types of handsets being unlatched and the frequency. MI is lacking.

Additional resource needed during iPhone launches caused by the unlatching of current handsets to pass on or sell after upgrading. Back Office resources were reorganised to handle the influx of work, an unfortunate consequence of SLA’s suffering periodically.

Process Overview

Enables Customers to use their handsets on alternative networks. Charges for this service where applicable. Identifies potentially fraudulent requests, blocks and alerts the Fraud & Security team.

Systems: MS Excel, DISE, ABS, MNP Website, CUK, Kana

 

Solution

All Handset Unlatching requests to be automated. All forms are standardised, start with 5 handset types and ramp up to full handset catalogue.

Self-Service Requests

Problem Statement

~90% of all inbound calls requesting basic account transactions with only ~10% relating to calls considered ‘complex’ (such as billing disputes or general enquiries).

 

Process Overview

Handles a multitude of customer account transactions such as: Sim Swaps, Tariff / Package Changes, Ports (Switching Networks to a competitor and visa-versa), Handset Barring / Unbarring, Adding / Removing Service Bolt-On’s (Additional Mins / Data) and Adding / Removing User Names.

Systems: MS Excel, DISE, ABS, MNP Website, CUK, Kana, Anovo, SMP, Geneva, Gateway, Hansen, PCMT, Salesforce, Shield, Synergy

 

Solution

Provide all Partners with a ‘Self Serve’ form for requesting the automated account transactions. Pilot with 5 stores and ramp-up to full UK coverage. Outsource the remaining calls to existing operations ‘Offshore’.