Case Study: a fast-growing telecom company achieves faster customer resolution with HGS Digital process automation

Implementing Process Automation & Personalization to Improve the Customer Experience

HGS Digital was engaged by a fastest-growing telecom company to address challenges with its consumer support operations. The client, a major Indian mobile network operator, struggled with inconsistent consumer experiences across communication channels, inefficient resource deployment, and the need to replace automated responses with personalized engagement to handle high volumes of customer queries effectively.

HGS Digital implemented a solution combining process automation and response personalization to improve efficiency and the customer experience. This involved eliminating repetitive manual tasks to better deploy resources, which significantly reduced response and resolution times. As a result, HGS Digital helped the client achieve a first response time of just 10 minutes, reduce customer resolution time from 6 hours to 2.5 hours, and maintain a 99.3% service level achievement.