Expedien

The Client:
One of the fastest growing telecom service providers in Europe.

Challenges:
Client had a base of around 22,000 customers mainly acquired through field force with limited scalability.

Our Role:
Expedien role is to help with integrated sales, accounting, tech support, collection and credit control process outsourcing. Expedien took a multi steps approach:

Expedien started building a wider customer base in Europe through offshore tele-sales by a team of experts in telecom tele-sales processes. Expedien also defined the structured tele-sales processes for the client so that client can use other outsourcing providers also.
Expedien set up a customer service and help desk to increase the existing service level as well as to cater to the increased customer base.
Expedien also set up a team for credit control and collection process which resulted in reducing the bad debt by almost 65%. The average periodical collection time reduced by 15 days.
Expedien started providing level I and II technical support to the broadband customer base.

Benefits:

Customer base almost doubled in less than a year
Better customer retention
Significant increase in revenue by expanded customer base as well as reduced bad debt and timely periodical collection