Challenge
Our client and its resellers have a huge responsibility - provide and maintain our access to a high quality, reliable internet connection across the entire country. Doing so effectively requires a highly efficient operation.
Solution
We developed a tool to predict, flag and prioritise potential issues with customer journeys, enabling customer service teams to proactively make interventions to reduce costs and improve the customer experience. In addition, we developed a ‘task-time predictor’, a ‘task failure-rate predictor’ and a dynamic scheduling model, further increasing efficiency.