A UK-based telecom service provider saves USD 1.28 million annually by reducing invalid adjustments and waivers by 71% Solution
Client Background
The client is a leading fixed line broadband and voice telephony service provider in UK. It serves broadband, phone, TV and mobile needs of customers globally.
Industry Landscape
Telecommunications is an extremely competitive space. Cost and margins being the major decision making elements, all service providers turn towards innovation-driven flawless execution of back office processes.
Opportunity
The client’s compensation process was highly error-prone. Customers connected with the technical helpdesk through chats or emails to resolve their issues. Even before the customer helpdesk representative could fix their issues, the customers demanded compensation and received payment immediately. These kinds of erroneous compensations resulted in more than 38% invalid spend on adjustments and waivers. The client wanted to remove such faulty procedures and make its compensation process more efficient and flawless.
Solution
The client’s compensation process was reengineered after a workflow analysis to streamline invalid compensations and curb the cost associated with it.
Business Impact
Successful deployment of solutions helped the client to streamline its compensation process and avoid invalid costs associated with it. The holistic and robust scrutiny and approval process helped establish an effective approach to error-proofing and cost-cutting.
“This transformation initiative by Wipro helped the client to strengthen its compensation process and reduce cost due to invalid adjustments and waivers.”
- Animesh Sengupta Global Head and Account Delivery Excellence Lead, Wipro