Case Study
The power of automation: How UST's single click biller update solution improved customer experiences
OUR CLIENT
Founded several decades ago, this company has evolved to become one of the largest media technology companies in the world. By offering broadband and mobile services as well as entertainment services, such as streaming and gaming, the company generates nearly $120 billion in annual revenue.
THE CHALLENGE
Inefficiency at the core: Legacy UI hampered biller account updates
The company faced a critical challenge in its customer care operations. Updating core account information for customers was complex and time-consuming. Agents relied on a cumbersome, outdated UI, manual interventions and multiple vendor applications, leading to:
- Time-consuming processes - On average, agents spent 30 minutes per update, involving five separate steps.
- Legacy UI dependence - The outdated interface hindered efficiencies and user experiences.
- Data errors - Manual processes increased the risk of account errors.
- Limited access - Scripts required backend updates, creating bottlenecks.
THE TRANSFORMATION
Transforming customer and employee experiences through automation
UST implemented a full-stack solution to automate biller account updates and streamline customer care operations. Here's what we delivered:
- Single-click biller account update - A user-friendly interface that allowed agents to retrieve and update wireless and core biller account information with a single click.
- Customizable UI (React-based) - The front-end application, built with React, offered a modern and intuitive user experience.
- Flow engine integration - UST leveraged Flow Engine, a low-code workflow platform, to seamlessly interact with billing systems, like Amdocs (for wireless accounts) and CSG (for residential accounts).
- Automated build and deployment - A CI/CD pipeline using Concourse and Cloud Foundry ensured efficient development, testing and deployment.
- Scalable agent access - The application was accessible through a deployed URL, enabling secure access for a growing number of agents (currently over 3,000).
THE IMPACT
Efficiency boost: 90% faster biller account updates
UST's solution streamlined customer support operations, delivering these significant benefits:
- Effort reduction - Search and update time for wireless accounts dropped from 30 minutes to under 3 minutes, resulting in a significant efficiency gain.
- Improved accuracy - Automation minimized the risk of human error in account information.
- Enhanced user experiences - The user-friendly interface empowered agents to work faster and provide better customer service.
- Faster time to market - The CI/CD pipeline enabled quicker roll-outs of new features and functionalities.
- Scalability - The application can onboard a large number of agents, ensuring future-proof scalability.
- Wider agent reach - Agents across locations can access the application simultaneously.
RESOURCES
https://www.ust.com/en/what-we-do/digital-transformation