Work Flow Engine has consolidated 19 separate systems into a single streamlined workflow
Giving our employees tools to provide better service
Feedback from our employees is often the starting point for finding new and better ways to serve our customers. After all, our field technicians work directly with customers every day; they’re the experts when it comes to identifying new tools for improving the customer experience.
Bringing it all together
Case in point: a tool we call Work Flow Engine. Our techs told us that in trying to address customer issues, they often ran into disjointed and overly complex workflows. What’s more, that flow was prone to interruption by a variety of system defects and other issues. Work Flow Engine brings together 19 systems into one integrated flow that walks a technician through the proper installation or repair steps, using a consistent yet customized approach for the job at hand. The tool streamlines diagnostics by telling a tech where to begin troubleshooting, and from there suggests the best way to quickly resolve customer issues.
Work Flow Engine brings together 19 systems into one integrated flow that walks a technician through the proper installation or repair steps, using a consistent yet customized approach for the job at hand.
We launched Work Flow Engine in the summer of 2014, and it’s now being used by all AT&T U‑verse techs. And they’re not the only ones. Our Customer Care team and even our customers themselves are using it, as well:
For techs, Work Flow Engine has improved customer service and our business – increasing productivity and troubleshooting accuracy, building real-time process knowledge, and boosting compliance and overall quality.
For Customer Care agents, this solution helps to troubleshoot and resolve customer issues more quickly and efficiently.
And customers now have the power at their fingertips to diagnose and resolve service issues on their own via a personalized experience on myAT&T. This has reduced their need to contact our call centers and improved our overall quality of service.
An adaptable tool
One of the keys to Work Flow Engine’s effectiveness is that it works across multiple organizations and functions, whether we’re using it in the office, in a customer’s home or on the go. It’s an adaptable tool that helps keep us agile, efficient and responsive in a busy and dynamic environment.
It all comes down to leveraging the same premier network and mobile services that our customers rely on every day to mobilize our employees – and, in the process, provide an effortless customer experience.