Case Study: Australian Broadband Provider achieves 40% cost reduction in fault case management with Teleperformance RPA

Robotics Process Automation Implementation for an Australian Broadband Provider led to a 40% cost reduction in Fault Case Management

Teleperformance helped an Australian Broadband Provider address a manual, tedious, and error-prone refunds process for customer fault complaints. The provider faced increasing errors, complex processing steps, and average handling times of 8 to 10 minutes, with 100% human interaction in the workflow.

Teleperformance implemented Robotics Process Automation (RPA), alongside Lean optimization and Design Thinking, to identify automatable steps and deploy bots across three swim lanes. The solution achieved 100% proficiency with no errors, reduced average processing time by 60%, and delivered a 40% cost savings in fault case management.