Leading Telecom

_Overview

The following case study discusses a leading telecommunications company, which is among the world's largest telecommunications companies, one of the largest providers of mobile telephone services, and a leading provider of fixed telephone services in the United States.In 2012, the company contacted Q-nomy, via its systems integrator Amdocs, with a request to implement an advanced appointment scheduling solution for their stores. The company has been a Q-nomy customer ever since.

_{The Challenge}

The unique challenges of the project resulted from the sheer size of the operation – around 2,300 stores that need their calendars supported and accessible online at all times. This scale of deployment necessitated:

• Highly efficient administration, requiring minimal manual intervention in everyday operation;
• Extreme stability and survivability;
• Very high performance, ensuring excellent customer experience and real-time updating of backbone calendar database even during peak usage;
• Same-day deployment of initial package and any future upgrades across all 2,300 stores.

_{The Solution}

Q-nomy's project team implemented a solution based on the our flagship software platform "Q-Flow®", which provided:

• A multi-channel scheduling system, enabling all modes of appointment booking: in-store or call center agent-operated, mobile / online self-service, etc.
• A full range of interfaces to the telecom company's administrative systems, enabling almost 100% automatic setup of stores, calendars, employee schedules and permissions, etc.
• Integration with the company's proprietary greeter and store service management systems, ensuring a seamless experience for customers arriving for their appointments.
• High performance array of servers, tested to provide the required peak-hour workload with sufficient safety margins.

The most significant component of the solution is the online scheduling application developed by Q-nomy and embedded in the telecom company's website:

_{Results & Benefits}

Q-nomy's solution was highly successful, and attained its goals:

• Successful, same-day launch at 2,300 stores (following a brief, smaller-scale pilot that was equally successful).
• 100% stability in 8 years since launch.
• An effective customer experience, which has been shown to reduce repeat visits and increase customer satisfaction score.
• The online appointment scheduling solution was presented by one of the company's senior executives at the top of the list of customer service enhancements introduced by company in 2013.
• The system contributed to this company's unprecedented improvement in customer satisfaction scores, rating highest in J. D. Power's purchase rankings and overall customer care satisfaction.