Case Study: Leading Telecommunications Company achieves higher customer satisfaction with EdgeVerve AssistEdge

How AssistEdge helped improve service assurance to elevate customer satisfaction

Leading Telecommunications Company, a New Zealand broadband and mobile provider with more than a million subscribers and listed on the NZ Stock Exchange, faced long lead times and falling customer satisfaction because root-cause identification and treatment-planning for broadband issues were manual and labor‑intensive (options were limited to dispatching a modem or sending a field technician). To address this, they engaged EdgeVerve and its AssistEdge RPA platform to streamline proactive service assurance.

EdgeVerve implemented AssistEdge RPA to automatically identify poorly performing broadband services, run triage and additional tests, recommend treatment plans, and create tickets to invoke actions (dispatch modem or send a field technician). The automation made processes faster and more reliable, reducing service and equipment downtime, enabling first‑time‑right resolution, and increasing customer and employee satisfaction as measured by customer NPS and employee NPS.