Case Study: Australia’s Largest Telecommunications Company achieves 90% reduction in Average Handling Time with EdgeVerve’s AssistEdge

How AssistEdge helped Australia’s Largest Telecommunications Company Enhance Customer Experience

Large Telecommunication Company, Australia’s largest telco, faced rising customer frustration and long average handling times (AHT) due to lack of effective two‑way SMS communication and manual processing of Australia Post Change of Address Notifications (COAN). EdgeVerve’s AssistEdge RPA was engaged to address these gaps and modernize agent workflows.

EdgeVerve implemented AssistEdge RPA integrated with the client’s Siebel CRM, SMS application and email systems to automate two‑way SMS interactions and COAN processing, including database updates and customer notifications. The solution delivered 24/7 automated handling, cut AHT by over 90% (COAN AHT reduction >95%), increased customer connects and drove a more than 13% uplift in customer orders, significantly improving agent productivity and end‑user experience.