Aussie ahead of the game as cutting-edge automation processes nearly 90% of orders

October 14th, 2019.

Aussie Broadband today announced that almost 90% of its residential and small business NBN orders are now fully automated.

That means an NBN service can be connected without any staff member needing to touch the order.

The company says automation is one of the keys to keeping costs low and customer satisfaction high.

“Our in-house built NBN integration system means that we can provide a speedier service to our customers,” said General Manager Service Delivery, Leigh Markham.

“We can basically take an order from our website to installation – without any human intervention.”

One of the main benefits of automating repetitive, manual tasks is that it frees employees to focus on more important work, such as customer experience.

Leigh said: “It’s one of the reasons why we don’t need to offshore our service centre and can maintain an all Australian support team.

“The automated provisioning process can connect a new service in as little as 10 minutes.

“This allows us to maintain low service delivery costs, whilst still maintaining high sales levels each month.”

The chart below shows the dramatic change that automation has made in how many orders the Aussie Broadband Service Delivery team has to “touch” on the way through to getting a service live.

Order Automation

In January 2017, nearly half of all workflows needed human intervention. Now, only just over 10% of orders are “touched”.

Leigh said: “The results are amazing. We aim to continue to improve our business processes, whilst enhancing our customer experience.”




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