Reduction in Complaint Resolution Time by 40%

Scenario

The client needed to pace up the Complaint Resolution Time due to the fast internal growth and business acquisitions. They had to manage high customer service demands for broadband services at the newly launched locations and were struggling to manage customer service issues due to substantial growth in customer onboarding. Iconradius helped them to speed up their Complaint Resolution Time by 40% by utilising its enhanced features and services.

Client Background

Client is one of the top 5 ISP’s in the state of Telangana, India, and has launched its Broadband services to provide FTTH internet services to homes. The response was huge and massive. They went through major internal growth and business acquisitions. The demand for their services was so high that it hit the peak of customers, and many of the hundreds of thousands' customers signed in to avail broadband services. They were able to fulfil increasing demands, but their customer service was not able to keep up with the substantial growth of business operations. The customer complaints were so high that their owner was ready to hire any solution at any cost.

Challenges

The main challenge was handling customer complaints, which were the result of major business expansion. The service demands were taken care of and were on time, but as in most cases, the issues were more Issues were:

1. Allocation of complaints to appropriate business operations department
2. Time management related to resolving issues
3. Segregation of complaints based on time duration
4. Sectioning the complaints as per the customer's business model
5. Splitting up the complaints into different categories, viz new, In-progress, On-hold, resolved or Closed
6. SLA Management
7. Most of the onboarding processes were manual and error-prone.

Solution

Iconradius is a 360-degree, one-stop solution for ISPs around the globe with 14+ modules. And it also has a complaint management module that automates the complete process of on boarding, customer care, and ticketing. Key points that were considered:

1. Trouble Ticket Management: Enables Service Providers to open Trouble Tickets (TT) against customer complaints and assign it to Service delivery Engineers.
2. SLA's & Escalation Matrix - Helped in configuration of escalation rules after which complaints are escalated to the next level automatically, helps keep a tap on breach of Service Level Agreements.
3. Notification Rules - helped in setting the workflow for informing the concerned team or individuals for smooth handling of Complaints.
4. Reports & Dashboards - helped managers and management team to understand the service quality , level of customer satisfaction and take corrective actions.

Benefits

Apprehending the challenges faced by ISP, the major blessings showered were:

1. Complain management module helps to segregate complaints based on operational requirement.
2. Helped to provide proper allocation of the Customer feedback.
3. Isolation of complaints based on employee name and/or code.
4. On-time Complaint resolution
5. Segregating complaints as per the level from start to finish.
6. Reduction in Complaint Resolution time by 40%
7. Preview of complaints and their levels on dashboard as a real time view.
8. Allocating tickets/Complaints as per their operational needs and requirements
9. Got 5 Star ratings in 75% cases.
10. Involvement of every employee in resolution of complaints by tracing complaint load on every employee of the company

Conclusion

Client managed to cope up with the increasing complaints at the time of its major business augmentation. Client got a peak high demand for the services but bombarded with complaints and faced major crunch with its customer services. IconWave technologies, with its Complaint management module and active training to employees, helped the client to face off the challenge efficiently and effectively.