Increasing Efficiency through Automation

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

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Japan

HEAD OFFICE

Kanto Head Office

Odakyu Southern Tower 16F 2-2-1 Yoyogi, Shibuya-ku, Tokyo 151-8583

*with our parent company, Relia

BRANCH OFFICE

Hokkaido Branch

Sapporo Sosei Square 1-6 Kita-Ichijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0001

*with our parent company, Relia

 

Tohoku Branch

Sendai Honcho Bldg 2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi2-3-10 Honcho, Aoba-ku, Sendai-shi, Miyagi 980-0014

*with our parent company, Relia

 

Chubu Branch

Nagoya Lucent Tower 6-1 Ushijima-cho, Nishi-ku, Nagoya-shi, Aichi 451-6007

*with our parent company, Relia

Kansai Branch

Harvis ENT Office Tower 2-2-22 Umeda, Kita-ku, Osaka-shi, Osaka-shi, Osaka 530-0001

*with our parent company, Relia

Chugoku & Shikoku Branch

Hiroshima Diamond Bldg 7-19 Hondori, Naka-ku, Hiroshima-shi, Hiroshima 730-0035

*with our parent company, Relia

Kyushu Branch

Tenjin Twin Bldg 1-6-8 Tenjin, Chuo-ku, Fukuoka-shi, Fukuoka 810-0001

*with our parent company, Relia

Okinawa Branch

Naha Shintoshin Media Bldg East 1-3-31 Omoromachi, Naha-shi, Okinawa 900-0006

*with our parent company, Relia

OPERATION CENTER

Sapporo Center

ORE Sapporo Bldg 1-1-7 Kitanijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

*with our parent company, Relia

 

Sapporo-Kita Center

Sapporo Kita Bldg 2-8-1 Kita-Shichijo Nishi, Kita-ku, Sapporo-shi, Hokkaido 060-0807

 

 

Sapporo Mega Center

Maruit Sapporo Bldg 1-1 Kita Nijo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0002

 

Sapporo IT Front Center

Sapporo IT Front Bldg 15-28-196 Kita-kujo Nishi, Chuo-ku, Sapporo-shi, Hokkaido 060-0009

China

DALIAN

Room 502, Building 23, Dalian Software Park, No. 40 Software Park East Road, Dalian High-tech Park, Liaoning Province

*with our parent company, Relia

Thailand

BANGKOK

3rd Floor, Siripinyo Bldg, 475 Sri-Ayudthaya Rd, Thanon Phayathai, Rajthevee, Bangkok, 10400 Thailand

*with our parent company, Relia

Vietnam

HANOI

Floor 10, Detech II building, 107 Nguyen Phong Sac Street, Dich Vong Hau Ward, Cau Giay District, Ha Noi, Viet Nam

*with our parent company, Relia

HO CHI MINH

222-226 Hoang Hoa Tham, Ward 12, Tan Binh District, HCMC, Vietnam

*with our parent company, Relia

Philippines

PASIG CITY

Robinsons Cyberscape Alpha

5F Robinsons Cyberscape Alpha
Sapphire and Garnet Roads
Ortigas Center, Pasig City 1600
Metro Manila

Robinsons Cyberscape Beta

23F Robinsons Cyberscape Beta, Topaz and Ruby Roads, Ortigas Center, Pasig, Metro Manila

MAKATI CITY

Global Headquarters

6F LV Locsin Building
6752 Ayala corner Makati Avenues
Makati City 1200
Metro Manila

 

Insular Life Building

Ayala cor. Paseo de Roxas Avenues
Makati City 1209
Metro Manila

 

QUEZON CITY

Mega One Building
España Boulevard corner Mayon Street
Quezon City 4329
Metro Manila

 

Jackman Plaza Muñoz
4th Floor, 1038 Epifanio de los Santos Ave, Bago Bantay, Quezon City 1105, Metro Manila

MANDALUYONG CITY

Mandaluyong

418 Domingo Guevara corner Arayat Streets,
Mandaluyong City 1550
Metro Manila

ILOILO CITY

Molo

2F Iloilo Supermart Building,
San Jose corner Avanceña Streets,
Molo, Iloilo City 5000

DUMAGUETE CITY

LP Information Technology Park
Jose Romero Sr. Street, Bagacay
Dumaguete City, Negros Oriental 6200

Australia

SYDNEY

Suite 3, Level 27

Governor Macquarie Tower
1 Farrer Place
Sydney NSW 2000 Australia

Romania

BUCHAREST

Headquarters

3 Avrig Street, First Floor, District 2, 021571 Bucharest, Romania

*with our partner, Global Remote Services

PIATRA NEAMT

Office

11 Republicii Boulevard,
610005 Piatra Neamt, Neamt County

*with our partner, Global Remote Services

SUCEAVA

Office

Str. Narciselor, nr. 33, Suceava, Jud. Suceava

*with our partner, Global Remote Services

Nicaragua

MANAGUA

Invercasa

Centro Financiero Invercasa Torre 2,
4to Piso, Managua

Cobirsa

2nd floor, Edificio Cobirsa I, KM 6 1/2 Carretera A Masaya, Plaza Santo Domingo, Managua

 

United States

COEUR D’ALENE

Coeur d’Alene

Silver Lake Mall,
200 W Hanley Avenue,
Coeur d’Alene, ID 83815

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