Customer Service and Technical Service – RPA in Practice
Customer Service is kind of heaven on earth for RPA because it offers an enormous amount of possible applications. The ongoing digitalization causes many companies to not only communicate with their customers on the phone but also on all other digital channels. After all, this is exactly what customers expect from modern companies today. Apart from the telephone the main choice of communication is by e-mail but also formats like WhatsApp are becoming more and more popular.
RPA vs the Flood of E-Mails – Process Automation in Customer Service
Let’s use a real-life example: a service provider receives several thousand e-mails every day concerning almost the same number of topics and issues. So far, a large number of employees had to read these e-mails, categorize and forward them to the respective department. These tasks create huge delays in resolving customer problems and block other resources from being productive.
RPA gets this mundane job done in a fraction of the time because the robot identifies the content, categorizes it based on pre-defined criteria and forwards the e-mail to the respective department automatically.
Additional application areas in customer service are:
- Data Management & Migration
- Processing of Product Returns
- Processing of Cancellation
- Handling of customer complaints
- RPA integration within chat-bots
Use Case – Data Quality in Customer Service Through RPA
A telecommunication company needs to meet the raised demands towards an extraordinary customer service experience. The requirements are high data quality and superbly equipped service staff. In order to ensure this, Another Monday introduced the “Personal Interactive Assistant" (PIA) that has been installed onto the customer service employees’ computers and support them in their daily work through automation. PIA carries out research or initiates other functions while the employee can continue working simultaneously. This reduces the workload of your staff and subsequently leads to improved customer satisfaction.
- Reduction of handling time per call by 25 %
- 30 % increase of first contact customer request solution
- Improvement of customer satisfaction by 20 %
Process Automation of Fault Tickets in Customer Service
Thanks to RPA solutions incoming customer messages regarding malfunctions can also be used as early warning systems. For instance, the possibility of determination of thresholds or the creation of heat maps to identify bigger problems much quicker.
Further there are many recurring activities when processing fault tickets. Depending on the company, fault messages can be received via many different channels. Our virtual employees monitor these channels, extract all relevant problem information and transmit them to an internal ticketing tool. Of course, the ticketing tool can apply as a basis for processing. Next the virtual employee carries out various tests and measurements and enriches the ticket with results from the diagnosis system. Subsequently the customer will be informed or the ticket will be forwarded to second level support.
Mobile App for Line Measurement in Customer Service
Within 3-months, Another Monday developed and rolled out a mobile phone app that allows customer service employees to initiate circuit measurements (internet, telephone, television) directly from their mobile phones. Where previously two phone calls and a manual step was needed to conduct circuit measurements, a virtual employee now automates the circuit measurement and transmits the result as a push notification back to the mobile phone of the technician. Data protection and data security are, of course, of first priority: all transmitted data are transmitted encrypted.
Endowment Policy Conversion
An insurance company receives requests from clients to convert endowment policies into a life annuity. Because of the sensitive nature of these transactions, agents performed multiple, manual checks to ensure accuracy.
These extremely time consuming and mundane tasks tied-up highly skilled resources. and prevented them from being used on more valuable tasks. Additionally, the company understood this process was mind-numbing for the skilled employee, lacked scalability, and was costly.
Surrender of a Life Insurance
A company receives requests from clients for an early surrender of a life insurance policy. The process consists of a tedious search for all relevant information in a legacy environment and the preparation of the required documents. The complete process used to take approximately 20 minutes by first and second level resources. The process time could be even longer due to reworking mistakes.
More Use Cases for Customer Services
New Connection of Communication Lines
Every new connection (internet, telephone, television) frequently requires customer premise equipment to be installed. The technicians work time needs to be recorded and input into SAP for productivity and attendance tracking. Thanks to RPA solutions from Another Monday, this activity is now carried out by a virtual employee. The work times of technicians are automatically entered into various systems with no “swivel chair” activity. That’s how employees in HR find the time to handle more value-adding tasks.
Termination of Contracts with Borrowed Hardware
Telecommunications companies often install company-owned hardware as part of their service. Upon contract termination, the equipment contracts needs to be returned. In the business customer sector, company-owned hardware is retrieved at the customer's premise by a technician. This procedure needs to be scheduled and monitored internally. Our solution included identifying the cancellation, examining and removing the hardware in SAP, notifying all relevant persons for the process as well as creating a ticket/work-order for the technician, including a precise list of the hardware that needs to be picked up at the customer. By using software robots, it was possible to significantly reduce processing times of contract terminations with borrowed hardware.