Executive Summary

Bots now do the once lengthy and very manual customer billing process in half the time.

Today, the company’s billing agents no longer have to manually log in to multiple tools and devices to make adjustments to customer accounts as they did before.

The new automated process does the work of 10 full-time employees and has enhanced the company’s operational efficiency.

But that’s not all. The new automated process has improved the Average Handling Time (AHT) for billing agents. The AHT is a customer service metric that measures the average length of a customer’s call.

As a result of automating their billing process, the cable & internet services company is experiencing increased customer satisfaction due to faster turnaround times and a more efficient billing process

About the Customer

As one of the world’s largest cable & home internet services providers, this organization provides services to residential and commercial customers across the United States. This company is also a producer of feature films for theatrical exhibitions and cable television programming.

Challenge

This cable & home internet services company was hampered by customer complaints about its billing process.

The company needed to implement a streamlined audit process to reduce customer complaints. The audit process would verify customer accounts within their system, identify any billing errors, correct the mistakes, and inform the customer(s) of any changes made to their account

Solution

The cable & home internet services provider partnered with eClerx to re-design its time-consuming manual process with a mix of human interaction and robotic automation. Using Roboworx, we implemented an audit process to verify customer accounts within the cable & internet services provider’s system, identifying errors and making appropriate corrections.

Future Plan

Our client plans to implement more bots and leverage existing ones as a foundation for future automation