Industry

Media, Telecom

A long-time U.S. Cable/MSO client needed real-time reporting on failed orders, but manual processes exceeded resource capacity and couldn't meet a required 15-minute frequency across eight report categories. ResultsCX leveraged Rubraik Automate to facilitate earlier report delivery and greater responsiveness, automatically generating lead file reports in real time and freeing labor resources for higher-value, customer-oriented work.

The Results:

90%

increase in closed sales from connecting to customers before they chose another vendor

180 hrs/month

of resource time shifted from repetitive/ mundane tasks to higher value work

$75K +

Annually cost savings

Client outreach teams now have accurate lead files to guide resolution

Accurate reporting enables internal operations to analyze and address preventable problems

The Challenge

A long-time U.S. Cable/MSO client faced significant reporting challenges around failed orders. Preparing reports was highly manual, mundane, and repetitive, with report processing exceeding resource capacity and making the required 15-minute frequency impossible. Accurate reports were needed across eight categories, adding further complexity. Timely response to order-related issues was an overarching goal, yet delivering reports 3-4 times daily was the best the manual process could achieve.

The Solution

ResultsCX leveraged Rubraik Automate to facilitate earlier report delivery and greater responsiveness across the client’s failed-order reporting process. Lead file reports were now automatically generated, eliminating the manual bottleneck. Reporting became real-time, with a regular cadence replacing the prior 3-4 times daily limit. With report generation handled by agentic execution, labor resources shifted to other critical, customer-oriented work.

The Customer

The client is a long-time U.S. Cable/MSO provider operating in a mature, competitive industry where every interested prospect matters. Reducing customer effort and resolving system issues that prevent successful sign-ups directly protects the customer base against competitor churn. With real-time, precise lead visibility now uninterrupted, the client’s outreach and internal operations teams both gained the accuracy needed to close sales and prevent recurring order failures.