Customer Service

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.


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.

Estimated Business Benefit


released for additional work