BT is rolling out Full Fibre to the premises (FTTP) in the UK, via Openreach, its last mile access network provider.
Openreach had complex legacy systems and operating models for customer support. The service desk staff used 27 different systems and a huge volume of data, making customer service time-consuming and error-prone.
Infosys developed an award-winning Heads-Up Display (HUD) that delivered an intuitive desktop, enabling service agents to respond quickly to customers with relevant information.
Key Challenges
The service desk staff faced several challenges:
- Navigate 27 complex systems
- Booking an engineer’s appointment took 64 steps, across six systems
- Average handle time on customer calls was prolonged due to long hold times caused by agents waiting for different systems to interact and respond
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The Solution
Single, real-time, user-centric design transforms customer service
Infosys undertook a digital transformation of the service desk landscape, by developing a user-centric HUD system that changed the way service agents served customers.
Based on the principle that everything appearing on the agents’ main screen should add value, our team transformed the existing process and systems into a single Heads-Up Display. It replaced the existing 27 systems and simplified the process for both agents, communication providers, and customers. The intuitive system, which presents relevant information on the agent’s desktop, has improved the customer experience and reduced operational costs.
Significantly, it accelerated the pace of implementation of FTTP by Openreach. Within a year of its implementation, HUD, the first fully agile project in Openreach, has delighted agents, customers, and communication providers, ranking among the top five critical communication provider interfacing projects in Openreach with three active squads managed by two Scrum masters, delivering a feature every 15 days.
The HUD is built on APIs that extract information from several source systems. While designing the API, it was decided that data will be fetched from actual system which will result in faster and accurate data fetch. Different profiles / personas and capabilities are set up according to the role, but the overall set-up and feel are uniform. The audit trail, an inbuilt feedback mechanism to record bugs or ideas for improvement, is a notable feature.
HUD won the the ‘Innovation and Transformation of the Year’ award at the Forum Awards Gala 2020.
User-centric UI helps agents deliver faster results
Evolution in communication
HUD elevated the customer experience by making customer calls shorter, reducing on-hold times on calls, and driving faster time-to-market. With domain experts and technical architects, HUD provided a solution that focused on a superior customer experience.
Better collaboration
Infosys developed the solution after thorough research of the customer service landscape involving workshops for over two months to identify challenges. An agile coach and Scrum Masters ensured collaboration between vendors, Openreach UK, and Infosys.
Agile way of working
HUD delivers an interactive desktop with information displayed in logical order at one place. All transactions are completed by agents in a few clicks. The new system has reduced average handle time and enabled customer self-service, leading to fewer repeat calls and lower customer contact volume.
Benefits
Fewer calls
The Heads-Up Display simplified the process for both agents and customers, leading to a 30% drop in inbound calls.
Single system
Service agents accessed data from a single system rather than 27 systems, with all case notes displayed chronologically, with the most recent at the top
Quicker response time
The appointment booking process is down from 64 steps to one click on a calendar, and the average handle time (AHT) is reduced by 18%
Easy to use
The HUD system was extremely user-friendly, registering a system usability score of more than 90%
