Transforming Telecom:

A 4G Package Change Success Story

Discover how WiserTribes, in collaboration with Mercurial Minds, helped a leading South Asian telecom

provider streamline their 4G package switching process, reducing handling time, errors,

and improving customer satisfaction.

Client Overview

Our client, a leading telecom and broadband provider in South Asia, has a rich heritage dating back to 1947 when it began as the premier telephone and telegraph service provider. Today, they’ve evolved into a major telecommunications player offering:

  • Broadband and wireless internet services
  • Smart TV and satellite services
  • Comprehensive telecom solutions

While partially privatised, the company maintains strong government ties, cementing its dominant market position across the region.

The Challenge

Complex Package Switching

Agents struggled with multiple complex portals and interfaces to authorize 4G package changes, causing significant processing delays during customer interactions.

Time-Consuming Process

The telco processed approximately 110 requests daily with an average handling time of 138-150 seconds per request, severely impacting efficiency and customer satisfaction.

High Error Rates

Manual processing with 20-25 clicks per transaction created significant opportunities for human error, requiring additional time for corrections and follow-ups.

With 135 full-time employees managing various requests, the company needed a solution that would reduce technical training time while maximising operational efficiency and improving customer experience.

WiserTribes, in collaboration with Mercurial Minds, developed a sophisticated automation solution to address the telco’s technical challenges. Our approach leveraged cutting-edge technology to create a streamlined process that:

  • Deployed an intelligent BOT to handle package switching requests
  • Reduced average handling time by 50%
  • Decreased required clicks from 20-25 down to just 6-10
  • Cut error rates by nearly 90%

The solution intelligently navigates multiple portals for request registration and provides on-call troubleshooting, dramatically reducing the burden on employees while improving accuracy.

Measurable Results

5%

AHT Reduction

Average handling time decreased significantly, improving agent efficiency and customer satisfaction

7%

Click Reduction

Fewer interface interactions led to streamlined workflows and reduced complexity

8%

Error Reduction

Automation significantly decreased processing errors, enhancing service reliability

Our Approach

Interface Reduction

Minimised the number of portals agents need to interact with for package changes

Status Tracking

Implemented comprehensive monitoring systems to ensure efficient request handling

Agent Training

Provided targeted training to equip agents with necessary skills for the new process

Continuous Improvement

Established regular review cycles to optimise efficiency and customer experience

Key Lessons Learned

Focus on Outcomes

Excessive details about existing processes can be counterproductive. WiserTribes in collaboration with Mercurial Minds emphasises desired outcomes and improvements rather than dwelling on legacy systems.

API Integration

Incorporating APIs for fast responses proved essential in achieving efficiency and automation goals, allowing for seamless system integration.

Client Education Matters

Ensuring clients understand intelligent automation capabilities is crucial for informed decision-making and successful implementation.

Thorough Testing Required

Proper test cases and staging environments are vital to prevent potential issues when implementing changes in live environments.

Ready to Transform Your Business Operations?

WiserTribes, in collaboration with Mercurial Minds, specialises in creating innovative, cost-effective solutions for complex business challenges. Our telecom client experienced:

  • Reduced process complexity
  • Decreased average handling times
  • Improved customer satisfaction
  • Shorter training periods

Significantly increased operational efficiency

Let us help you achieve similar transformative results for your business operations.