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Client

Bell

Client

Bell

Project

Back-Office Transformation

Industry

B2B

Telecommunications

Services

Business Process Operations

Information Tech

Background

Bell 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.

Brief

Bell 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.

Goals

Transform 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.

Challenge

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.

Solutions

Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence.

Results

Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks.

Recognition

Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center & Customer Service Awards (ECCCSA), as well as a Gallup Trailblazer for Excellence in Engagement Award.