Telecom
Case Studies

Leading Telecom

Published on
11 Jan 2022

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:

Appointment Scheduling by Q-nomy

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.

highest in J. D. Power's purchase rankings and overall customer care satisfaction.

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