“A simpler, more dynamic organization” is their battle cry. This organization is working to radically simplify their processes and modernize existing technologies, including network and architecture refreshes. These initiatives will help the organization become more efficient, fund future growth, and boost customer experience.
To meet their goal of providing “a better customer and colleague experience with lower cost through unmatched productivity,” the organization needed to simplify processes and focus on experience and services for their products. This initiative included building simple zero-touch, fully automated processes, creating modern IT components to enable digital experiences, and migrating customers from legacy networks.
This company is a multinational, UK-based telecommunications company. As one of the world's leading communications service providers, it caters to customers in 180 countries. As the United Kingdom's biggest fixed-voice and broadband provider, it also and offers TV and mobile services. The company consists of seven main business lines: Global Services, Business and Public Sector, Consumer, EE (Everything Everywhere), Wholesale and Ventures, Openreach and Technology, and Service and Operations.
This customer collaborated with Wipro Philippines, and currently there are a vast number of processes within the account covering different functions. Managed Enquiries process changes require an advisor to perform customer account information changes manually, which involves interacting with several applications. The issues are related to activities that are primarily repeatable from contact name changes to bill copy requests, inventory questions, service installation requests, Onebill additions, and billing address changes. These processes are rule-based levels from simple to complex and could benefit from automation or process changes to enhance service delivery.
At a high level, the following steps are involved in the customer address change request process -- one of the activities that were reviewed during the feasibility analysis. First, an advisor receives the issue through ME Macro. Then, the advisor reads the email attachment and confirms the contact name change requirement. They then search the account number through CSS and process the change in this system. After that, they search the account number through Collections Desktop and process the change in this system. Next, they draft a reply to the customer to confirm that the action is completed and send the email through Outlook. Once sent, they save the email on their desktop and upload saved file to the ME Macro. Next, they close the request using closing categories and actions in ME Macro. Finally, they update the Collections Desktop and ME notes.
For ease of understanding and the re-usability of the various process concepts involved in the customer contact name change process, an object model diagram was created.