8
Use case: digital customer self-service enhances
customer experience in telco industry
AT A GLANCE
TELCO INDUSTRY – PROBLEM-SOLVING WITH SELF-SERVICE
The PROBLEM-SOLVING PROCESS
of telecommunication providers can
be digitally leaned by introducing
a CUSTOMER SELF-SERVICE app:
• The time-to-problem solution is
reduced through ELIMINATION
OF MANUAL PROCESS STEPS –
customer service acts as
escalation instance only
• Interfaces are reduced through
ELIMINATION OF MULTIPLE
INTERACTIONS between
customer service and engineers
STANDARD
PROCESS
Customer
service
DIGITAL LEAN
PROCESS
Self-service
ASSESS
CUSTOMER
PROBLEM
PROCESS
CUST.
PROBL.
TEST & FIX
LINE
REMOTELY
If no solution
TEST & FIX
LINE
If no solution
DISPATCH
APPOINT.
REQUEST
ENGR
APPOINT.
PROVIDE
APPOINT.
TO CS
LOCAL
SUPPORT
PROPOSE &
SCHEDULE
APPOINT.
PROVIDE
FEEDBACK
TO ST
LOCAL
SUPPORT
REQUEST
ENGR
FEEDBACK
PROVIDE
FEEDBACK
TO CS
• Transparency is increased
through REAL-TIME STATUS
INFORMATION, e.g. on
appointment dispatching
PROCESS TIME
CUSTOMER SERVICE ONLY FOR ESCALATION
- 40%
• Complexity is reduced, e.g.
through AUTOMATED TICKET
CLOSURE after engineer
feedback
PROCESS COSTS
After digital lean
Before digital lean
- 25%
After digital lean
Before digital lean
CUSTOMER CARE
STAFF (CS)
ENGINEER
(ENGR)
SELF-SERVICE
SYSTEM (ST)