Tele2 Case Study 18-6-2021

Telecom

Saying Hello to a New Customer ServiceParadigm in Telecom

Case Study

While 4G is synonymous with a telecom revolution that brought people closer with greater mobile network speeds, always-on connectivity and handsome reliability, 5G ushers in a mammoth transformation with its limitless possibilities. This sea change, the ordained natural progression in the telecom landscape, is expected to generate waves of data, bigger, faster and better for the experience. And change is the proverbial constant with products, services, business models all set to re-invent themselves to surf the waves of this persuasive network.

Bigger the backdrop, greater the challenges and for a leading Nordic telecom giant whose mission is to fearlessly liberate people to live a more connected life, connecting the dots for a seamless transition for the future was the key. The challenges were aplenty though.

www.hexaware.com | [email protected]

Transactions Overload – Turmoil in the CampWhen serving 8 million customers, enhancing the customer experience can be a daunting proposition. Surging transactions associated with invoice generation, mobile number portability and payment verifications had slowed down customer responses. It was the right time for the client to take pro-active action. We were asked to step in and help simplify the complex and pave the roadmap for process excellence and business transformation.

A deep dive threw more light. With newer services being promoted at an accelerated time to market and rising subscriptions to digital services, managing invoices at our client’s had to be highly meticulous. However, with hundreds of customers requesting invoices every hour, the processes had become cumbersome and started affecting the turnaround time (TAT).

Beside the fact that each process or group of processes was managed by different stakeholders with complete control, as many as 190 processes were scattered across various businesses functions with absolutely no documentation, making the transition extremely challenging.


With multiple levels of invoices generated, an agent was expected to log in manually, search, download and verify the invoice type before sending it as a zip file to the customer. This process made a simple task tedious while taking an estimated 12-14 minutes to complete. Besides, incorrect charges reflecting in bills led to an increase in the disputes as CSAT scores started getting hit!

Strategic customers often requested a single invoice for cumulative services from multiple accounts and from different applications to help them get the overall monthly invoice picture instead of calculating individual invoices. The process followed was that an application created a single invoice after performing the required validations from different applications which was sent to customers. However, the original invoices created for multiple accounts and services through different application would remain open and were followed by payment reminders. This would lead to rising disputes and higher talk time.

Payment processing for our client’s customer became a marathon task as the timespan required to complete payments often led to temporary suspension of services causing serious discomfort. Adding further woes were the endless list of customers looking to resolve such issues by calling customer services leading to long IVR queues and severe escalations! The direct impact of the extremely manual payment process was revenue leakage due to the high TAT for payment completion.

Revolutionizing the B2C experienceWhen Team Hexaware embarked upon the journey to transform the customer engagement in the B2C landscapewe had two important immediate priorities to attend to:

Using flow charts to represent the processes made it easier for our teams to understand the complexity and recommend the level of automation required in addition to introducing harmonization and standardization.

Quality Turnaround Time

Proactively BOTs were able to identify open invoices of large

customers from different applications and send an exception

report to Hexaware’s Payments handling team. These invoices were validated with all multiple accounts

and services, which resulted in a drop in repeated reminders to customers and helped improve

customer delight which resulted in 4% increase in the Net Promoters

Score (NPS).

Effective invoice handling for strategic customers

Improved delivery through BOTs, enabling of better payment

verification process with faster TAT, higher accuracy and reduced

customer account suspensions helped in improving customer

satisfaction levels.

Customer-centric Payment Experience

By automating key aspects of our client billing, Hexaware was able

to bring greater clarity in the invoice processing and reduce

customer complaints. BOTs were utilized for the multiple process invoice generation, right from receiving the requirements to

sharing the same in an email with reduced AHT of 5 minutes.

Faster invoice generation

Redefining the B2B segmentWithin a year of the B2C engagement, the client asked us to lead their automation journey to offset the severe challenges that they faced related to

manual processing, that often led to delayed delivery and implementation of products. Our automation expertise was able to effectively improve turnaround and optimize key areas listed below:

Order Management Access Provisioning Circuit Provisioning Service Provisioning

Customer Service Technical Support Assurance Billing Invoice Management


The benefitsdelivered in theearmarked focusareas spokevolumes.

• Backlog Clearance: Hexaware helped clear backlog of around 30k orders in less than 4 months of engagement.• Cost Saving: - The revenue leakage related to vendor contracts was analyzed and fixed by Hexaware, yielding incremental savings on a monthly basis - Process improvements and optimization have brought in approx. 45% of efficiency resulting in reduced workforce within 3 months of Go-Live• Enhanced Database: Hexaware helped and created an Order Orchestration Tool (Access Database) to view and efficiently track all orders.


In the 4 years post successful implementation of the solution, Hexaware has managed to bring significant improvement in the customer service operations for the client. The statistics shown below are proof of the performance enhancements:

Over 4 million customer requestshandled successfully in the last 4 years

250% surge in FTE count supporte additionally by the new businesses bagged

through a performance driven culture

Accuracy levels hitting a high note at

99.81% against the benchmark of 95%

66 value additionsbrought forth across several areas

An additional 60,000ad-hoc activities processed

160+ processes and 270+sub-processes transitioned successfully

• Automation: We identified scope for automating email communication with a macro-based solution.• Standardization of Workflow: Hexaware developed and implemented standardized templates which reduced the access rework within the team for improving the order turn-around time.• Translator solution: We created a glossary of translated telecom jargons with their synonyms to enable faster processing by associates which in turn has helped reduce AHT.

© 2019 Hexaware Technologies limited. All rights reserved.www.hexaware.com | [email protected]

India Headquarters152, Sector – 3Millennium Business Park‘A’ Block, TTC Industrial AreaMahape, Navi Mumbai – 400 710Tel: +91-22-67919595Fax: +91-22-67919500

EU HeadquartersLevel 19, 40 Bank Street,Canary Wharf,London - E14 5NRTel: +44-020-77154100Fax: +44-020-77154101

APAC Headquarters180 Cecil Street,#11-02, Bangkok Bank Building,Singapore - 069546Tel: +65-63253020Fax: +65-6222728

NA HeadquartersMetro 101, Suite 600,101 WoodAvenue South, Iselin,New Jersey - 08830Tel: +001-609-409-6950Fax: +001-609-409-6910

About HexawareHexaware is the fastest growing next-generation provider of IT, BPO and consulting services. Our focus lies on taking a leadership position in helping our clients attain customer intimacy as their competitive advantage. Our digital offerings have helped our clients achieve operational excellence and customer delight by ‘Powering Man Machine Collaboration.’ We are now on a journey of metamorphosing the experiences of our customer’s customers by leveraging our industry-leading delivery and execution model, built around the strategy— ‘AUTOMATE EVERYTHING®, CLOUDIFY EVERYTHING®, TRANSFORM CUSTOMER EXPERIENCES®.’

  We serve customers in Banking, Financial Services, Capital Markets, Healthcare, Insurance, Manufacturing, Retail, Education, Telecom, Professional Services (Tax, Audit, Accounting and Legal), Travel, Transportation and Logistics. We deliver highly evolved services in Rapid Application prototyping, development and deployment; Build, Migrate and Run cloud solutions; Automation-based Application support; Enterprise Solutions for digitizing the back-office; Customer Experience Transformation; Business Intelligence & Analytics; Digital Assurance (Testing); Infrastructure Management Services; and Business Process Services.   Hexaware services customers in over two dozen languages, from every major time zone and every major regulatory zone. Our goal is to be the first IT services company in the world to have a 50% digital workforce.

Safe Harbor StatementCertain statements in this press release concerning our future growth prospects are forward-looking statements, which involve a number of risks, and uncertainties that could cause actual results to differ materially from those in such forward-looking statements. The risks and uncertainties relating to these statements include, but are not limited to, risks and uncertainties regarding fluctuations in earnings, our ability to manage growth, intense competition in IT services including those factors which may affect our cost advantage, wage increases in India, our ability to attract and retain highly skilled professionals, time and cost overruns on fixed-price, fixed-time frame contracts, client concentration, restrictions on immigration, our ability to manage our international operations, reduced demand for technology in our key focus areas, disruptions in telecommunication networks, our ability to successfully complete and integrate potential acquisitions, liability for damages on our service contracts, the success of the companies in which Hexaware has made strategic investments, withdrawal of governmental fiscal incentives, political instability, legal restrictions on raising capital or acquiring companies outside India, and unauthorized use of our intellectual property and general economic conditions affecting our industry.

The Staunch Delivery Promise holds good. At all times.

This engaging win-win conversation with the client has stood the test of time and paved new roads for greater milestones in the days to come. All through the engagement, the trust factor has been very important and periodic visits of C-level folks to the client premises is just a simple testimony to the journey together. The staunch delivery promise has stood the test of time and no better case than Hexaware’s response during these uncertain times of Covid-19. We faced heavy challenges during this scenario, as maintaining delivery standards was critical despite the interruption.

The Hexaware team reacted well in advance by proactively initiating a business continuity exercise to support the crisis. Operations were resumed shortly after hitting a brief respite, in spite of the enforcement of

quarantine mandate. Workplaces were shifted to the homes of the employees with facilitation of internet connectivity for their systems. The initiation of the Work from Home model of delivery brought in a robust structure for allocation of tasks, monitoring and control for the agents. Hexaware handled 100% of the volume without interruptions even after experiencing a shift to a different execution approach. Critical activities like compliance, audit and feedback were extensively monitored and regulated to ensure security standards compliance for the client data. To help adapt and motivate employees to this new way of work, Hexaware introduced newer engagement programs to keep them motivated and promote togetherness while practicing social distancing. The business continuity plan made the difference.

The Automation-led journey turned the corner for the client. With process efficiencies in place, it is all geared up for 5G expansion. With the right strategy. And the right partner in tow……

Tele2 Case Study 18-6-2021

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