LIME, the Caribbean division of Cable & Wireless Communications PLC, has engaged self-service specialist, VoxGen, to support the transformation of its customer service operations across 13 countries.
Under the five year managed service contract, VoxGen is responsible for designing, building and hosting an entirely new multi-channel experience, which will be continuously updated and optimised to provide LIME’s customers with world-class self-service.
LIME is the Caribbean’s leading telecommunications company and aims to deliver the best service and the best communication solutions across the board - from landline to mobile and from broadband to TV and entertainment.
LIME currently receives over 150 million calls per year; the new solution will automate all the 130 million calls received from customers wanting to top-up or check the balance of their prepay phone. Furthermore, VoxGen will automate around 60% of the remaining 20 million general customer service enquiries, reducing the number of calls handled by agents by 15%.
Joan Whitehead, Regional Vice President of Service Assurance at LIME said: “As the Caribbean's leading telecommunications company we promise our customers that we'll deliver the best service and the best communication solutions across the board. VoxGen has the specialist skills and expertise to deliver a world-class system and we look forward to a prosperous working partnership.”
Through the segmentation of callers, improved call routing and increased levels of automation, the new solution will provide customers with a highly personalised experience. LIME will also see significant cost savings, enabling them to re-invest in future improvements.
Simon Loopuit, CEO at VoxGen said: “Our self-service solution offers a transformative leap to a world-class customer experience. It will provide a strategic view of customer contact across multiple channels, products and countries and increase satisfaction and reduce the cost to serve. It’s a winning solution for both LIME and its customers.”
VoxGen has deployed hosting platforms, within LIME’s own data centres in Jamaica and Barbados, to improve security and leverage existing IT infrastructure. The solution also provides a business intelligence dashboard that will give LIME rich data about customer behaviour and a wider view of service standards and delivery.
Throughout the design process VoxGen undertook extensive usability testing with real customers to ensure the new service experience met the demands of LIME’s different segments and regional markets. The first phase of the development has already been launched and has set the social media world buzzing in the Caribbean, with positive comments from LIME’s customers on Facebook, Twitter and Blackberry Messenger groups.