Inbound call volumes had grown 33% in the last 12 months, with 60% of them being from customers who wanted to update their banking details. While the processes for updating the bank details were good, there were many manual steps and it was very time consuming, as well as prone to human error.
On average, it took a customer care agent an additional 11 seconds per customer to manually capture the updated information and add the customer details to the bulk SMS queue for confirmation. Four full-time resources were allocated to updating bank-mandated changes, as well as loading bulk SMS. Unfortunately the manual process only allowed for a generic, bulk SMS to be sent out at the end of each day.
In order to address growing call volumes, and maintain their customer satisfaction levels, Customer Care faced a challenge: grow the number of customer care agents, at a huge expense of time and resource, or simply automate some manual, tedious tasks to allow agents to service more customers in a work day and remove the stress of making mistakes. Process automation seemed the obvious choice, but projects like this could be very costly in both time and money, typically taking several weeks to document, develop, test and finally implement.
How Warewolf Helped
The Unlimited had seen the recent success of using Warewolf to enhance the systems in another area of the business. A small task team was put together to run with the project, outside of day-to-day IT operations.
The head of Customer Care, along with a Business Analyst and a Developer met to understand the process, business rules and how the existing systems could be leveraged and integrated with.
Using Warewolf at the centre of the project, IT were easily able to use system generated information to capture the reason for the call or request, integrate with the queuing technology, see the changes off the queue and use a simple web API to get the customer details and update them accordingly in the custom CRM.
A Warewolf service was built to trigger an instant, personalised SMS via the existing SMS provider. By using existing tools and services from inside Warewolf, they were able to check for a customer email address and integrate into Exchange Server to email the customer a notification of the changes – an easy and quick value add for the business.
After less than a day, the Warewolf-built system was ready to be tested and prepared for implementation.