This client, a US-based ISP, was looking to consolidate its disparate vendor support solutions and realize cost savings in the process. The solution needed to address both the company's business to business (B2B) and business to consumer (B2C) markets for their variety of Internet solutions, including dial-up, DSL, satellite, cable and Voice over IP (VoIP).
We redesigned the Ticket Assignment Process and generated a workload balancing Web Portal that improved first contact resolution and reduced invalid ticket types. HGS initiated a process whereby new customers receive a welcome call to address order status and are proactively informed in the event of a delay in order completion. We also created an aggressive and effective escalation process within the vendor network to ensure appropriate expectations on order completion dates were set with the customers. Based on trend analysis and observations, HGS conducted customer blitz campaigns to address all issues leading to repeat calls and cases.
- 95% provisioning rate
- 65% reduction in open tickets over 6 months
- Approximately 10% reduction in repeat calls
- 5% reduction in customer churn
- 7% improvement in order conversion