{"id":14190,"date":"2020-09-23T13:37:36","date_gmt":"2020-09-23T13:37:36","guid":{"rendered":"https:\/\/www.borngroup.com\/?page_id=14190"},"modified":"2022-02-03T16:50:23","modified_gmt":"2022-02-03T21:50:23","slug":"bell","status":"publish","type":"page","link":"https:\/\/www.borngroup.com\/work\/bell\/","title":{"rendered":"Bell"},"content":{"rendered":"\n\n\n    \n\n\n  \n  <section class=\"cs-2-hero cs-2-hero--light\">\n    <div class=\"cs-2-hero-main\">\n            <img decoding=\"async\" class=\"cs-2-hero-bg\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/01-20-1440x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/01-20.jpg\" alt=\"\">\n      \n            <div class=\"cs-2-hero-main-client-desktop\">\n        <p class=\"label-heading\">Client<\/p>\n        <h1>Bell<\/h1>\n      <\/div>\n    <\/div>\n\n    <div class=\"cs-2-hero-content container\">\n      <div class=\"cs-2-hero-details grid\">\n        <div class=\"cs-2-hero-section cs-2-hero-main-client-mobile\">\n          <p class=\"label-heading\">Client<\/p>\n          <h1>Bell<\/h1>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Project<\/h5>\n          <p>Back-Office Transformation<\/p>\n        <\/div>\n        <div class=\"cs-2-hero-section\">\n          <h5>Industry<\/h5>\n                      <p>B2B<\/p>\n                      <p>Telecommunications<\/p>\n                  <\/div>\n        <div class=\"cs-2-hero-section cs-2-hero-section--services\">\n          <h5>Services<\/h5>\n                      <p>Business Process Operations<\/p>\n                      <p>Information Tech<\/p>\n                  <\/div>\n\n        <img decoding=\"async\" class=\"cs-2-hero-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2022\/02\/Bell_logo-1.svg\" alt=\"\">\n      <\/div>\n\n      <img decoding=\"async\" class=\"cs-2-hero-screenshot-desktop\" src=\"\" srcset=\"\" alt=\"\">\n    <\/div>\n  <\/section>\n\n<style type=\"text\/css\">\n .label-heading{\n  font-size: 13px;\n    font-weight: 700;\n    line-height: 1.34;\n    text-transform: uppercase;\n    letter-spacing: 0.02em;\n }\n<\/style>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Background<\/h2>\n    Bell is one of the largest Canadian communications and media companies. Covering wireless communications, cable television, telephone, and Internet connectivity with significant telecommunications and mass media assets, the company\u2019s extensive back-office processes were operating at sub-optimal levels, directly impacting their performance and customer satisfaction levels. \r\n\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Brief<\/h3>\n    Bell had been struggling with tedious manual tasks, high operating costs, and low engagement on key online account management services. Invoice billing errors were also leading to low Net Promoter Scores (NPS) and high volumes of bill inquiry calls. Bell engaged our team to optimize its systems through large-scale digital transformation. \r\n\n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Goals<\/h3>\n    Transform existing processes into automated, streamlined workflows that improved the customer experience. Improve engagement and usage of online account management services by end-users. Leverage AI and Robotic Process Automation (RPA) to improve operational performance while also reducing operating costs. \r\n\n  <\/div>\n<\/section>\n\n\n\n<section class=\"case-study-screenshot-section case-study-screenshot-section--dark\">\n            \n\n<section class=\"cs-point  cs-point--dark container\">\n  <div class=\"cs-point-content\">\n    <h2 class=\"h5 cs-point-title\">Challenge<\/h2>\n    <p>There were numerous areas that required attention and improvement, including customer care voice chat support, back-office ticketing, bill data audits, post-sales support, and enterprise technical support. Leveraging our digital, contact center, and consulting expertise, we implemented a compatible tech stack with a powerful RPA, AI, and workflow combination. <\/p>\n\n  <\/div>\n<\/section>\n    \n    \n          <\/div>\n      <\/section>\n\n\n\n<section class=\"case-study-screenshot-section case-study-screenshot-section--light\">\n      \n                  <img decoding=\"async\" class=\"csss-screenshot\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/iStock-888973514-1280x0-c-default.jpg\" srcset=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/iStock-888973514.jpg\" alt=\"\"  >\n          \n          <\/div>\n      <\/section>\n\n\n\n<section class=\"cs-intro container grid\">\n  <div class=\"cs-intro-main\">\n    <h2 class=\"h5 cs-intro-title\">Solutions<\/h2>\n    Through the introduction and integration of RPA, our team automated back-office tasks to improve lead and response times. The bill auditing process was transformed end-to-end with a next-gen API solution and extensive IT engagement. We integrated multiple back-office applications to automatically share data for improved visibility, reduced resource allocation, and low error incidence. \n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Results<\/h3>\n    Robust efficiencies were achieved, with 20,000 monthly transactions deflected to RPA. To support the overall transformation, our team documented several processes into formal Standard Operation Procedures, which reduced the associate training program tenure from nine weeks to six weeks. \n  <\/div>\n\n  <div class=\"cs-intro-column\">\n    <h3 class=\"h5 cs-intro-title\">Recognition<\/h3>\n    Our work with Bell garnered critical acclaim, earning us an International Outsourcing Contract Award, European Contact Center &#038; Customer Service Awards (ECCCSA), as well as a Gallup  Trailblazer for Excellence in Engagement Award. \n  <\/div>\n<\/section>\n\n\n\n\n\n\n<section class=\"banner       banner--has-overlay  \">\n      <div  aria-hidden=\"true\" class=\"banner-background lax\" style=\"background-image: url('https:\/\/static.borngroup.com\/uploads\/2020\/09\/verizon_hero_banner.jpg')\"><\/div>\n  \n  \n  <a href=https:\/\/www.borngroup.com\/work\/verizon\/ class=\"banner-content-holder\" data-custom-cursor data-cursor-text=\"Learn More\">\n    <div  class=\"banner-content container lax\">\n      <header class=\"banner-header lax\" >\n                  <div class=\"u-text-small-caps\">Next Case Study &#8211; Verizon<\/div>\n                          <img decoding=\"async\" class=\"banner-logo\" src=\"https:\/\/static.borngroup.com\/uploads\/2020\/09\/verizon_logo.svg\" alt=\"\">\n              <\/header>\n\n      <div class=\"banner-copy lax\"\n              >\n        <div>\n                      <h2 class=\"banner-title\">Enabling an Improved Support Experience<\/h2>\n          \n          \n                      <div class=\"banner-tagline banner-tagline--half-width\">\n              <p class=\"\">&#8220;Improving Verizon&#8217;s processes and applications to better serve their enterprise clients.  &#8220;<\/p>\n            <\/div>\n          \n          \n                  <\/div>\n\n              <\/div>\n    <\/div>\n  <\/a>\n<\/section>\n","protected":false},"excerpt":{"rendered":"","protected":false},"author":1,"featured_media":0,"parent":595,"menu_order":543,"comment_status":"closed","ping_status":"closed","template":"","meta":{"footnotes":""},"service":[81,82],"industry":[76,27],"acf":[],"aioseo_notices":[],"_links":{"self":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14190"}],"collection":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/users\/1"}],"replies":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/comments?post=14190"}],"version-history":[{"count":33,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14190\/revisions"}],"predecessor-version":[{"id":24262,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/14190\/revisions\/24262"}],"up":[{"embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/pages\/595"}],"wp:attachment":[{"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/media?parent=14190"}],"wp:term":[{"taxonomy":"service","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/service?post=14190"},{"taxonomy":"industry","embeddable":true,"href":"https:\/\/www.borngroup.com\/wp-json\/wp\/v2\/industry?post=14190"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}