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Client

Verizon

Client

Verizon

Project

Enterprise Customer Enhancements

Industry

B2B

Telecommunications

Services

Business Process Operations

Experience Management

Integration Experience

Technology & Engineering

Testing Services

Background

For more than 100 years, Verizon has been at the center of the communications revolution. As one of the largest communication technology companies in the world, they provide services to over 154 million subscribers.

Brief

Our team was approached to create a fully integrated solution for Verizon that could deliver advanced services to 3.5 million businesses on six continents.

Goals

Provide and upgrade Verizon’s broad service support component. Set and meet benchmarks for on-time billing, order fallout provisioning, and overall performance.

Challenge

System and user input issues, data inaccuracies, and complex manual processes were leading to stuck orders with incomplete or incorrect information. Correcting these issues was essential for Verizon to retain its Fortune 1000 and neighborhood business customers.

Solutions

We implemented a diverse range of technology improvements, including new feature development, integration of multiple updated applications, and development of automated work flows.

Outcome

Our tech stack solution, covering an RPA, AI, and workflow combination, optimized business processes and improved the experience for Verizon’s global business clientele. Key capabilities, such as billing and order management, were able to be completed in a timely and accurate manner.

Long-Term Value

Verizon saw an improved user experience with a 5 point NPS improvement while manual human effort was reduced by 70%. This provided ongoing benefit for the organization as they continue to service their enterprise customers.