CASE STUDY | MEDIA AND TELECOMS
Increasing Efficiency through Automation
CLIENT
Leading Connectivity Company in the US
CHALLENGE
For more than twenty years, Inspiro has been a trusted partner to a leading connectivity company in the US. We provide support at every stage of the customer journey, from acquisition to retention.
Our team of 2,000 highly skilled CX professionals includes a dedicated Billing & Credit team. This exceptional team processes over one million transactions monthly, ensuring accurate and efficient billing for our marquee client and their brands.
In the fast-paced world of wireless mobile business, the Billing & Credit team is essential. They play a crucial role in managing important back office processes, particularly in optimizing our client’s database. This involves identifying and tagging legitimate accounts, as well as separating accounts for testing.
STRATEGY
Inspiro’s DX (digital experience) team developed a cutting-edge tool to simplify account-tagging and enhance efficiency. This intelligent automation solution eliminates time-consuming manual steps and allows transactions to be completed faster, with fewer agents involved.
IMPACT CREATED
88%
FTE reduction from 9 to 1
99.22%
Improvement in average time spent by agent
99.91%
accuracy
OUTCOME
Our automation initiative enabled:
- FTE (full-time employee) reduction from a factor of 9 to 1
- 99.22% decrease in average time spent by agent
- 99.91% resulting accuracy
- optimized operations, with agents freed to handle more complex tasks, devoting their expertise where it’s needed most
