Capita, a leading provider of business process outsourcing in the areas of customer care, consulting and digital services across Europe, faced a unique challenge. Every year, a customer, a German utility provider, would send their own customers product change offers by way of a postcard. If the customer elected to make changes, they would mark those changes on the postcard and return it to Capita, who then processed the change request.
Capita employees scanned each postcard and placed change requests in the utility provider’s system queue. From there, customer service staff manually entered the product change into the appropriate SAP system, checking if the offer was valid or expired. Customer service activated valid offers in the SAP system, completing the product change.
Even though all the necessary information was already available in the system, and the only thing customer service had to do was compare each postcard with the SAP data record, this was a time-consuming and challenging process. Furthermore, process volumes were unevenly distributed, which caused severe resource bottlenecks at peak times. In the worst-case scenario, order changes negatively affected the SLAs of other customer service processes.
Capita wanted to solve this challenge through automation, but also needed to maintain postcard distribution, since many older customers did not have email addresses or access to the online customer portal. In addition, their customer, the utility provider, used different types of product change cards and recognized them all as valid, which increased the average handling time of product change requests.