Client care Agents were using 25+ separate systems to handle calls which required ‘swivel-chair’ integration between views to diagnose a customer’s problem then lead to high call handling time. Calls into the Support line were tying up resources and the Client’s Support organization was spending an inordinate amount of time researching and generating reports for the Customer.
Optus engaged Apptium to create a single platform that enables a single interface to customer care. This solution integrated with existing chatbots and SMS systems,and uses machine learning to provide recommendations for how to solve a service issue in an automated fashion.
• Integrated disparate systems to a single unified Customer Service Experience Platform
• Improved Net Promoter Score by 30 %
• Enhanced Productivity for the Agents by 40 % and Field Technicians by 30 %
• Achieved 60 % Faster Time to Market
• Estimated Cost Savings of $1.5 Million