Increasing Efficiency through Automation
Client Background
Leading Connectivity Company in the US
Case Background
For more than twenty years, Inspiro has been a trusted partner to a leading connectivity company in the US. We provide support at every stage of the customer journey, from acquisition to retention.
Our team of 2,000 highly skilled CX professionals includes a dedicated Billing & Credit team. This exceptional team processes over one million transactions monthly, ensuring accurate and efficient billing for our marquee client and their brands.
In the fast-paced world of wireless mobile business, the Billing & Credit team is essential. They play a crucial role in managing important back office processes, particularly in optimizing our client’s database. This involves identifying and tagging legitimate accounts, as well as separating accounts for testing.
How We Delivered
Inspiro’s DX (digital experience) team developed a cutting-edge tool to simplify account-tagging and enhance efficiency. This intelligent automation solution eliminates time-consuming manual steps and allows transactions to be completed faster, with fewer agents involved.
Results
Our automation initiative enabled:
- FTE (full-time employee) reduction from a factor of 9 to 1
- 99.22% decrease in average time spent by agent
- 99.91% resulting accuracy
- optimized operations, with agents freed to handle more complex tasks, devoting their expertise where it’s needed most
Contact Us
Drop us a line, and let's see what we can do for you!
Industries today face a common challenge: delivering unmatched customer experience (CX) amid rapid digital transformation. This daunting task can overshadow your core business focus, but Inspiro can help! We transform challenges into CX successes, earning us decades-long partnerships with some of the world’s leading brands.
