We helped the client which is one of the largest private broadband companies in America and serves six and a half million homes and businesses across 18 states. The client faced higher DSAT due to an increase in the volume of pending calls and current calls per asset (CPA). They wanted to adopt appropriate support technology to achieve high end-user customer satisfaction, reduce the efforts on service desk, improve productivity and lower support cost.
Various autonomic solutions were deployed like: enabled Self- service by deploying Optibot Healing Station with automations, technology adoption by end-user, faster deployment of service desk analyst’s solutions, improved productivity by reducing service desk efforts. Automation fixes provided the client with various business benefits like huge reduction in their monthly call volume, effective utilization of service desk analysts, improvement in the end-user productivity and satisfaction, reduction in pending calls leading to low CPA and a huge reduction in the support cost.