One of the largest telecommunication networks in the APAC region with a large mobility, data and IP product footprint wanted to enhance the user experience across the order fulfilment cycle.
Multiple systems made self-service cumbersome for customers. Consequently, the customer service team received 300-400 emails from customers daily, 50% of which were requests seeking order status information. At the same time, order updates sent by the telco did not meet customer experience requirements.
