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Case Study

UPC lowers costs and achieves faster resolutions

  • Consolidated relevant customer information into one accessible view
  • Reduced internal costs and AHT by implementing digital-first customer journeys
  • Transformed customer and agent experiences by simplifying processes, products, and ways of working

"Today, the agent finds all relevant customer information on the first screen. It takes no clicks and only five seconds to understand the customer. As a consequence, we reduced average handling time by more than 30 seconds and the customer gets quicker, better service."

Urs Reinhard Chief Digital & Customer Officer, UPC

The Business Issue

UPC is one of Switzerland’s largest cable providers that serves one million customers and has an annual revenue of $1.3 billion. It is launching a full digital transformation effort to achieve its goal of providing best-in-class customer experiences today and in the future.

When UPC began examining their customer journeys, the company found that customer move requests made up a large portion of volume. Customers were required to call into the contact center to initiate their request, while agents managed over 100 move request processes that depended on various parameters and customer needs. In order to provide a seamless experience, UPC is focused on simplifying agent and customer processes across channels.

The Solution

The telco company transformed their entire core business by redesigning the customer journey, the customer experience, and how they touch every customer channel. Using a digital-first approach (center-out) that prioritizes the journey before the channels, UPC was able to introduce a new digital IMove customer journey that enables customers to fully initiate and resolve move requests online. This process now only takes 10 seconds to complete and has reduced internal costs from $10 per request to nearly $0.

Additionally, with the implementation of Pega as the core CRM platform for UPC’s contact center operations, agents now have a unified view of all relevant customer information that appears on a single screen. This has resulted in improved efficiency, cost savings, and overall enhanced customer service.

The Results

  • Internal costs dropped from $10 per move request to nearly $0.
  • Introduced and implemented new Pega CRM system in less than six months
  • Eliminated 79 clicks with new Pega CRM agent desktop
  • Reduced the average handling time (AHT) by more than 30 seconds, resulting in lower costs and faster time to resolution

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Tags

Herausforderung: Kundenservice Herausforderung: Operative Leistungsfähigkeit Industry: Kommunikations-Dienstleister Produktbereich: Kundenservice