Client:

The client is one of the world’s largest cable and home internet providers in the United States.

Challenge:

The client struggled with unreliable outage monitoring process for their proprietary home automation service. With this industry being prone to service outages and downtime, a consistent 24/7 outage monitoring service is absolutely vital. However, with the client’s operations relying on inefficient manual methods, it often took a notable amount of time to notice and update both customers and agents whenever an outage occurred. This not only cost their organization extensive avoidable operational expenses, but also heavily impacted the productivity of their agents as customers called in to CARE services asking for updates.

Solution:

After analyzing the client’s current manual processes, eClerx’s Technology team decided to leverage Roboworx, our proprietary RPA technology solution, to aid in the construction of a series of seamless end-to-end automated bots that ensured full coverage of the outage monitoring process. After modifying Roboworx for the home automation industry, the bots began tackling numerous manual activities to regulate outages and ensure that service runs as smoothly as possible. While Roboworx automated those processes, eClerx’s Technology team deployed additional technology enablers like an automated dialer and SMS solution to ensure customers are updated on outages across all the client’s support channels. Additionally, our experts also developed custom chatbots that provided real-time monitoring to internal support agents with updates on outages to ensure they are also kept up-to-date.

Impact:

Over the first 90 days, these initiatives resulted in:

• 90% Customer Confirmation Rate
• 35% Avoidable Contact to CARE
• 400% Efficiency Gain: Correlation to Close

After the overwhelmingly positive results they received, the client plans to incorporate even more of eClerx’s bots into their services, as well as leverage existing ones as a foundation for future automation in their home security product.