Field Services Revamped for an Australian Telecom with Cognitive AI-based Solutions
Case Study

Overview

Our client, one of the largest telecom companies in Australia, was facing high operational costs and poor customer experiences with their existing field service management. They partnered with NavixusTM, Tech Mahindra BPS’ digital transformation business unit, to revamp their existing field services using cognitive AI solutions.More

Our client, one of the largest telecom companies in Australia, was facing high operational costs and poor customer experiences with their existing field service management. They partnered with NavixusTM, Tech Mahindra BPS’ digital transformation business unit, to revamp their existing field services using cognitive AI solutions. Through intelligent automation and efficient data migration, TechM delivered $30 Mn in savings and improved production efficiency by 20%.

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navixus ccaas

Business Challenge

The client experienced high technician dispatch rates, low technician utilization, elevated vendor costs, and suboptimal risk management, resulting in poor SLA adherence and CSAT. 

  • Disparate Platforms
  • Inefficient Processes
  • Obsolete Technology
  • Expansion Barriers
  • Budget Constraints

Strategy and Implementation

Intelligent Automation

Utilizing process mining to identify and implement intelligent automation for over 75 workflows.

Reduce Operational Cost

Building automated processes to reduce operational costs and increase productivity.

Data Migration

Migrating data from legacy systems to chosen cloud infrastructure.

Control Tower Solution

Implementing the control tower solution for end-to-end visibility and cognitive planning.

Technology Recommendation

Recommending viable technology to manage over one hundred workflow specialists.