Case Study: Australia’s largest telecommunications company cuts AHT by over 90% and boosts orders 13% with EdgeVerve’s AssistEdge

How AssistEdge helped Australia’s largest telecommunications company enhance customer experience

Largest Telecommunications Company, Australia’s leading telco, was struggling with long customer handling times and frustrated callers because contact-center agents could not resolve issues quickly and had to manually process Australia Post Change of Address Notification (COAN) data. EdgeVerve was engaged, deploying its AssistEdge RPA platform to streamline communications and automate COAN workflows.

EdgeVerve implemented AssistEdge RPA to enable integrated 2‑way SMS notifications (linked to Siebel CRM, the SMS system and email) and to ingest Australia Post COAN files to auto-notify movers and update customer records. The solution delivered dramatic results: over 90% reduction in average handling time for 2‑way SMS, more than 95% AHT reduction on COAN processing, 24/7 automated operations with no manual intervention, and a greater than 13% uplift in customer orders, while boosting agent productivity.