| Most Innovative Telecom Project | Project Remedy (Optus) |
Optus had a customer experience concern. It wanted to keep its fixed unbundled local loop (ULL) network users tethered when mass service disruptions (MSDs) occurred. With a limited number of technicians are available and a short timeframe to fix resulting faults, the company looked for a better way.
The answer: Project Remedy. It rolled out a new Optus Internet Assistance Kit that kept customers connected during MSDs using a pre-paid Optus Mobile Broadband solution with more data and longer expiry times. A moderated “Yes” crowd page offered a lifeline for those affected.
The result: The repeat call rate dropped from 35.6% to 14%, NPS increased by 60%, issue resolution improved by 300%, and the Most Innovative Telecom Project award.
This article first appeared on Telecom Asia December July 2018 Edition
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