A leading Indian Telecom player wanted to reduce the time taken for activating the new mobile connections from about 24 hours (The time the customer applies for the Prepaid connection) to about 1/6th of time due to procedural changes as per a DoT directive and it’s need remain competitive while honouring the directive. The Application Forms were to be collected from Touchpoints across the cities and had to be complete & correct, so that the rejection do not happen once they reached the processing centre. ShellEX deployed a team of trained FOSs ensuring Application Forms were checked for completeness at the time of Pickup form the Touchpoints, so that Incomplete Forms could be handed over at the Touchpoint itself.
As the pickups were be done from the same Touchpoint multiple times based on a Beat Plan within a day, ShellEX gradually with Continuous Improvement was able to deliver the collected Application Forms within an hour of Collection resulting Service Excellence. This process due to constant efforts and endeavours of ShellEX Team soon turned into a routine exercise which was flawless and exceeded customer expectations.