Telecommunications companies face mounting pressure from the many new customer demands driven by rapid technological advances. Continuous availability, outstanding customer service and access to services regardless of location are now standard expectations for every customer.
The Challenge
Vodafone's customer service team had to serve customers across several distinct business divisions. Activities varied significantly, partly due to the different services offered, even though many customers used multiple services from the company. Customer service operations needed to be standardized to ensure the highest standards in daily work while also delivering marketing messages to customers.
Our client, a leading company in the telecommunications sector, chose xFLOWer to optimize its customer service operations. Its business is characterized by international operations, nationwide coverage, hundreds of thousands of subscribers and, accordingly, a large workforce handling complex customer service activities.
Its business divisions offer fundamentally different products and solutions to a diverse target audience, yet all customer requests are routed to a central customer service team.
Standardizing and automating customer service processes became essential to resolving widely varying issues and providing customers with fast, efficient, high-quality service.
The xFLOWer Solution Task Assignment—Regardless of Location
Implementing xFLOWer enabled hundreds of employees working across different geographical locations to receive their daily tasks through the system in a way that supports high-quality responses to customer issues and needs. Based on predefined parameters, xFLOWer assigns tasks so that specific issues reach colleagues with the necessary availability and expertise. This prevents, for example, a large enterprise request from being assigned to a customer service representative who has spent years handling only residential customer issues and has no experience serving corporate clients.
Integration
Through its built-in middleware, xFLOWer integrates with existing major systems, enabling processes that span organizational units and subsystems to support consistent customer service activities and operations.
A good example is when a customer with an overdue balance contacts customer service. In this case, xFLOWer identifies the incoming call and uses data from the financial and customer records systems to display all customer information in the customer service interface as soon as the call is answered. This reduces handling time, resulting in both more efficient customer service operations and higher customer satisfaction. The system's CTI (Computer Telephony Integration) functionality also enables the delivery of pre-sales and marketing messages, ensuring that customers receive information about products and services relevant to them.
Hundreds of Processes, Thousands of Tasks
xFLOWer manages more than one hundred different business processes, mapped in xFLOWer flowcharts as thousands of individual tasks. xFLOWer manages and stores the document templates associated with these processes, along with all correspondence (paper, email and SMS), retaining records going back several years. Our client's own “workflow team” designs the processes independently, without our company's involvement.
Summary
This clearly demonstrates how xFLOWer's capabilities support even complex integrations that require custom-developed systems to work together to support sophisticated processes.
We ensure our software's outstanding efficiency in every case through comprehensive implementation and professional support, including the design and configuration of all required business processes.
PROJECT INFORMATION
Client:
Vodafone
Project Objective:
Automating customer service processes
Start of Collaboration
2020