Improving customer service and bottom line
A 100% improvement in the rate of successful case closures,
substantial bottom line improvements, increased employee morale -
all the result of collaborative work between VISION and Esat
Esat BT commenced operations in 1994 and became the
second largest Irish telecoms company, with a customer base ranging
from large corporations to small businesses.
As a result of its immense growth, some 15% per quarter, Esat BT
was unable to commit sufficient resources to the planning and
implementation of effective internal procedures. VISION was asked
to streamline the processes.
"We were growing the organisation very rapidly but we were
having growing pains, particularly in the processes area. There was
a three to four month timescale where VISION went in and out and
the improvement was absolutely dramatic" Denis
O'Brien, former CEO of Esat BT.
Customer service optimisation
VISION helped Esat BT improve post-sales customer service,
particularly in how it fixed customers' technical problems swiftly
VISION conducted a detailed diagnosis of the customer service
centre that included interviews and the review and analysis of
existing processes and reports. All activities performed by the
customer service centre were evaluated, which led to the
development of thorough processes, roles and responsibilities.
Recommendations were made by VISION, which specified timeframes,
responsibilities and deliverables of the project, which were to be
implemented by a joint Esat BT/VISION team.
New diagnosis system
A new diagnosis system was also created to assist helpdesk
agents track and make real-time categorisations of customers'
For example, with technical issues, a remote diagnosis was
performed and in some cases this led to the problem being solved
instantaneously. The remote fix rate increased by over 50% and Esat
BT recorded substantial bottom line improvement.
A single point of contact was established with responsibility
for maintaining contact with customers and informing them of the
status of their service requests. Customers had to declare approval
before the service request could be signed off and closed.
The creation of new roles with clearly defined responsibilities
has increased employees' morale. Staff turnover has reduced and
performance-related bonuses have increased.
"VISION brought in a team and straight away the feedback
from my colleagues on the floor was: 'these people have real
added-value to offer us, they know what they're talking
about.'" says O'Brien.
Customers' recognition of a significant improvement in Esat BT's
post-sales customer services has equipped the company with a key
service differentiator in the Irish telecommunications market.
"On purely the basis of delivery, I would recommend VISION
way ahead of everybody and we've worked with a number of
consultants over the years", O'Brien concludes.