As the need for fast, efficient, and reliable broadband continues to accelerate throughout the world, service providers are facing increasing pressure. Today’s broadband users, both in the business and consumer world can’t afford to lose access to the internet for even a moment. They rely on their internet vendors to maintain smooth connections, and respond quickly when issues occur.
To succeed in this competitive landscape, many organizations are investing in rapid digital transformation strategies, focusing heavily on finding new ways to streamline customer service. However, many find themselves searching not just for new technology, but expert support.
When a leading broadband company discovered a growing need to update its digital customer service strategy, it turned to the outsourcing experts at Cognizant for help. Fortunately, the BPO team was on hand to deliver a step-by-step guide to digital transformation.
Modernizing Customer Service Processes
As one of the largest private broadband companies in the US, serving both commercial and residential customers, Cognizant’s client was struggling to adapt to a changing landscape with outdated tech. More than 25 North American call centers were still relying on legacy equipment to manage customer experience, and the business needed to act fast.
The organization was facing a host of challenges with its existing technology stack, including high annual maintenance costs, fragmented tools, and a complex IVR application which often led to customer journey abandonment. To make matters worse, customer satisfaction scores were diminishing, due to long wait times, limited self-service options and poor routing strategies.
Fortunately, Cognizant was able to step in, to provide the consultation and outsourced expertise the company needed to introduce next-generation technology to the CX stack. The company took a step-by-step approach to helping its client transform customer service, starting with a careful evaluation of the company’s goals, customer base, and the pain points clients faced.
The outsourced team performed discovery and due diligence research, benchmarked future opportunities for growth, then got to work on consolidating a fragmented set of tools. They began by combining processes and IVR flows into a single platform offered by Avaya, before exploring new opportunities for self-service customer journeys.
Taking Customer Satisfaction to the Next Level
The BPO team worked with the broadband company to introduce new self-service solutions with conversational AI tools provided by Genesys. These self-service solutions were implemented to handle routine customer requests, such as paying bills, rebooting modems, and setting up cable boxes. Cognizant also updated the IVR experience for the company, with more personalized, AI-enhanced call flows for every customer.
Throughout the process, Cognizant provided the broadband brand with end-to-end managed services and application support, training, and assistance. The new strategy allowed the broadband team to increase call deflection numbers by 8%, while streamlined self-service solutions reduced maintenance costs by 45%. Additionally, because agents had more time to focus on complex issues and maintain customer loyalty, they increased the company’s CSAT score by 15%.
