Case Study
Telenet orchestrates and automates customer service with Pega
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Launched an agent desktop that centralizes disparate data
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Pega’s AI platform empowered agents to solve customer problems, fast
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Customer satisfaction is up, churn is down, and agents are happy
“For us, customer intimacy is our differentiator in the market. It’s something we strongly believe in, so we really went to look for the best technology to fit that strategy.”
The Business Issue
Telenet is a leading provider of connectivity and entertainment services in Belgium, where private and public competitors vie for price-sensitive residential customers.
The company’s customer service system was run on homegrown legacy platforms – with more than 20 years of customizations that made tracking service orders unmanageable.
Agents in stores and call centers were struggling with a siloed workflow that required handing off service tickets to multiple tech experts on different platforms – a time-consuming process that was frustrating for customers. As Telenet moves from analog service options to pure digital offerings, more efficient customer service has become essential.
Telenet set its goals high. It needed to streamline the agent experience, simplify processes, improve case management, and refine systems and channels to enable customer intimacy on a massive scale.
The Solution
By implementing Pega Customer Service™, Telenet eliminated service bottlenecks, allowing agents to rapidly troubleshoot technical problems and resolve billing inquiries without juggling multiple screens and platforms. With Pega, customer interactions are brought into one centralized hub, meaning the customer experience is unified across all channels.
With this end-to-end solution, agents can now use the intelligence and orchestration built into the system to move effortlessly through the steps of any resolution, rather than waste time passing service tickets between colleagues as they did previously. And the company can more easily track service calls and resolution times, which means they can rapidly respond and make changes to ensure customer satisfaction.
The Results
The change has improved both customer and agent satisfaction:
- Major reduction in the number of screens agents use
- Major reduction in the number of clicks agents make to complete a task
- Reduced time to resolution
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