Operational Innovation In Australia
Success Story
Operational Innovation & Digitalisation in Australia
Realising Digital Efficiencies
The Opportunity
The first operator in the Asia Pacific purpose-built for the National Broadband Network, MyRepublic provides ultra-fast internet services to homes and businesses in Singapore, Australia and New Zealand. As their ANZ operations expanded, MyRepublic Australia was looking for further opportunities to improve operational efficiency via digital channels and automation.
Challenges
- Improve cost to serve
- Reduce the number of customer interactions while improving customer experience and service quality
- Drive operational efficiency
Solutions
- Assessment of operational processes and customer touchpoints
- Training and expansion of Live Chat support channel
- Development and launch of Live Chat bot to faciliate self-service
- Enhancements in customer self-service experience by improving and increasing number of knowledge base articles
- Expansion of relevant digital channels providing support e.g. Discord for GAMER customers
Results
Majority of customer interactions handled via chat and social channels
Live chat bot deflects up to 40% of chats, requiring no human intervention and facilitating prioritisation of most urgent cases
0
%
Reduction in call volume
0
%
Improvement in call answer speed
0
%
Reduction in cost to serve
0
%
Improvement in churn
