Helping Telus Enhance Customer Experience

IT & CX

Client Overview

Telus provides multilingual customer service and technical support for international brands. It is the largest in its industry in Ireland and in the UK.

Challenges

• Improving client NPS scores while meeting their increasing demands.
• Scaling operations effectively to match client growth.
• Maintaining clear alignment with clients on goals and expectations.

Solution:

LSPartners worked closely with the operations management team to review the customer experience.

• Identified key moments in the customer journey that needed improvement.
• Developed and tested potential solutions to enhance those moments.
• Implemented a pilot process and rolled out successful changes to the main process.

Results

• Number of overall interactions in the journey reduced by 36%.
• Number of direct Customer Contacts decreased by 58%.
• Number of people involved in the process reduced by 34% as escalations decreased.
• Improvement in customer NPS score by 14%, achieving the client NPS target.
• Number of days to resolve case decreased by 44.

Increasing Customer Satisfaction At Trilogy

Impact of A Lean Start Programme

Client Overview

Trilogy, designs, implements and manages agile infrastructure for its clients. They help their clients enhance their operations, mitigate risk and achieve their business strategy. The company embarked on a Lean initiative under Enterprise Ireland’s Lean Start Programme. The main objective was to address client issues at the company’s service desk improving customer experience.
Challenges

• Dispatcher overwhelmed by numerous ticket queues.
• Engineers waste time on queue management instead of ticket resolution.
• Partial ticket completion due to engineers juggling multiple tickets simultaneously.

Solution

Acting as a process consultant, LBS Partners implemented lean principles and the Lean Plus Program, which included:

• A review of the business processes; identifying and then eliminating areas of waste
• Examine the service desk operations from the customers’ perspective
• Make the voice of customer present in all decisions.
• Reduce the turn-around time of service desk tickets: quicker, right first time.
• Switch the focus of service desk resources from responsive to proactive.
• Reduce downtime when incidents occur and maintain uptime for clients.   

Results

• Average ticket turn-around time29% reduction.
• Average ticket time25% reduction. 
• Average daily backlog44% reduction.
• Clarity and visibility for management team.