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Robotic Process Automation Targets Order Failures and Helps 
Cable Provider Unit Increase Sales by 90%

Industry

Fast Growth Technology

case studies
Robotic-Process-Automation-Targets-Order-Failures

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dOWNLOAD CASE STUDY
A mature business sector like the cable industry needs to do everything possible to ensure every interested prospect ultimately becomes a customer. Reducing customer effort and troubleshooting system issues that prevent successful sign-ups can play an important role in expanding the cable customer base and keeping potential customers from choosing a competitor.

Challenge

A long-time U.S. Cable client faced significant reporting challenges around failed orders:

  • Highly manual, mundane, and repetitive reporting process could only deliver reports 3-4 times a day
  • Report processing exceeded resource capacity, making it impossible to meet the required 15-minute frequency
  • Accurate reports were needed in eight categories, making the requirement even more complex
  • Lack of timely response to order-related issues was a major challenge

Solution

Applying robotic process automation (RPA) facilitated high frequency report delivery and greater responsiveness. The solution enabled:

  • Automatic generation of lead file reports
  • Real time reporting on a regular cadence
  • Reallocation of labor resources to other critical customer-oriented work

Results

The Client operations team now has uninterrupted access to real-time, precise leads. RPA-generated success included:

  • More than $75K in annual savings
  • 90% increase in closed sales targeting customers likely to churn
  • 180 hours monthly resource time shifted from repetitive/mundane tasks to higher value work
  • Accurate lead files to help client outreach teams deliver resolution-centered experience
  • Accurate reporting to help internal operations analyze and address preventable problems

Because of my ongoing issues, [the agent] asked to call me to help resolve the issue. She stayed on the phone while I verified that all services on the bundle worked.”

– Customer comment

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