Optimizing the Operation of Corporate and Government Services Through Automation- An Innovative Approach
Innovation across industries is largely driven by the rapid technological advancements taking place and corporates have to embrace them for enhancing customer’s experience. axs, which is an operational entity of TECOM Group in Dubai started its digital journey end of 2014 with the main focus on employing advanced technologies in upgrading its service level to its partners. In this paper, 3 advanced methods were applied in the department namely digitization of archiving system, usage of Genesys system in upgrading the system used in the Call Center and deployment of robotic process automation in the back office processing government services. The achieved results exhibited major improvements in terms of higher customer engagement with over 6% in 2 years period, shorter duration of the services delivered to the partners, achieving more visibility on the customers’ profiles and their expectations and elimination of process errors in the back office and above all achievement an improvement of 30% in the employee engagement in the department.
Keyword - Digitization, Robotic Process Automation, Artificial Intelligence, Customer Engagement.