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FOR A WORLD LEADER IN NETWORKING, HI-TECH PRODUCTS AND SERVICES
16
WHY REINVENT?
Create world-class
customer
experience and
drive efficiency
across operations
Experience
Assure
Insight
Client
Digital
Journey
Accelerate
Innovate
HOW WE DID IT
Converting back office to Elite
agents in front office focusing
on customer experience and
building value to reinvent.
customer's operations.
WHAT WE ACHIEVED
-333
33-
-33-
Operations Excellence
$
•
Process Orchestration
• Automation at Scale
95%
of cases processed through online
customer service portal are resolved
without human intervention
1.5+million
Digitized Cases per year
80% Savings in dollars
spent
~50% reduction in Back
Office Agents
Forecasted Cost
33% Savings from baseline
8Mn
"Cost to serve"
hours of wait time
eliminated
Infosys
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