Use Cases
Energy
Use Case: Account Owner Change
Background:
An oil and gas multinational company with operations in 79 countries
Challenges:
Needed to streamline the address change process
- Over 80 agents process 15,000 requests a month
- High error rates
Implementation:
- Attended automation assists agents by providing a consolidated user interface to gather required customer data, to automatically create a new account in CRM and conduct a meter check
- 4 Automation robots handle owner change requests in CRM
- Agents are now free to address other customer needs
Benefits:
- Reduced agent handle time from 11 minutes to 1 minute
- Reduced total handle time by half
- Eliminated all data input errors
- Freed agents from repetitive, time-consuming tasks to focus on higher value activities