Boosting CX with Smart Automation

Overview

The client, a leading media and entertainment company, faced operational inefficiencies, revenue leakages, and cost overshoots. These challenges stemmed from poor ad revenue reconciliation, lack of customer churn visibility, delayed payments affecting cash flow, and continued payments to deactivated customer connections. To address these challenges, the client collaborated with Tech Mahindra to embark on a transformative journey to improve operations.More

The client, a leading media and entertainment company, faced operational inefficiencies, revenue leakages, and cost overshoots. These challenges stemmed from poor ad revenue reconciliation, lack of customer churn visibility, delayed payments affecting cash flow, and continued payments to deactivated customer connections. To address these challenges, the client collaborated with Tech Mahindra to embark on a transformative journey to improve operations. We implemented a two-phased approach focusing on capacity improvement and root cause elimination to drive sustainable impact.

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Client Background and Challenges

The client is New Zealand’s premier satellite TV provider, operating in a fast-evolving media landscape. As a key player in the media industry, they depend on seamless customer experiences and efficient billing processes for retention and profitability. However, the company faced intricate challenges across customer support, billing, and collections, where inefficiencies in one area often impacted another.

Our Approach and Solution

Tech Mahindra designed and implemented a holistic solution combining automation, process optimization, and advanced analytics to address key challenges:

  • Customer Journey Mapping
  • Business Process Optimization
  • Advanced Analytics for Performance
  • Intelligent Automation
  • Automated Billing, Payments, and Document Processing

Business and Community Impact

  • After implementation, customer satisfaction (CSAT) improved from 75% to 90%.
  • Response time was reduced from 48 hours to just 4 hours following implementation.
  • Operational efficiency increased from 60% before implementation to 85% after implementation.
  • Financial compliance improved from 80% to 98% after implementation.
  • By deploying 21 bots, the initiative targeted a reduction of over 40,000 hours of manual effort per year.
  • Data-driven insights utilization doubled, increasing from 40% before implementation to 80% after implementation.