Business Process Operations
BackgroundBell is one of the largest Canadian communications and media companies. Covering wireless communications, cable television, telephone, and Internet connectivity with significant telecommunications and mass media assets, the company’s extensive back-office processes were operating at sub-optimal levels, directly impacting their performance and customer satisfaction levels.
BriefBell had been struggling with tedious manual tasks, high operating costs, and low engagement on key online account management services. Invoice billing errors were also leading to low Net Promoter Scores (NPS) and high volumes of bill inquiry calls. Bell engaged our team to optimize its systems through large-scale digital transformation.
GoalsTransform existing processes into automated, streamlined workflows that improved the customer experience. Improve engagement and usage of online account management services by end-users. Leverage AI and Robotic Process Automation (RPA) to improve operational performance while also reducing operating costs.
There were numerous areas that required attention and improvement, including customer care voice chat support, back-office ticketing, bill data audits, post-sales support, and enterprise technical support. Leveraging our digital, contact center, and consulting expertise, we implemented a compatible tech stack with a powerful RPA, AI, and workflow combination.