At a Glance

• 1/3 of all calls To call centres were new customers requesting updates to their order, upgrading/downgrading or dealing with missed engineer appointments
• £2m+ Annually A significant outgoing for the organisation in terms of cost and resources
• Order Tracking issues Calls mainly occur soon after placing the order or shortly before the Go Live Day
• Improve Customer relations A clear demand to for a better method of communicating with new/existing customer base.

The Challenge

Reduce the need for customers to contact call centres with queries which could be handled online. Provide an end to end digital solution that not only was responsive but also worked on the company’s call centre system. To create a single and seamless joining experience for our customers which they would be able to access via multiple devices to keep them up-to-date with their orders (acquisitions, upgrades, home moves and leavers) for products covering broadband, Phone and TV, SIM only mobiles. The features available to our customers should also be available and suitable for call centre agents located around the world.