 |
Esat BT
Improving customer service
and bottom line results
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 BT.
Esat BT commenced operations in 1994 and is now the second largest Irish telecoms company, with a customer base ranging from large corporations to small businesses.
Immense growth
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," says 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 and effectively.
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' requests.
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 has 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 to inform 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.
Key differentiator
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.
|
|
|
Featured clients
|
|
How to chop waste and drive productivity
How solving a client problem became a catalyst for change
|
|
|