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Airtel’s home delivery organisations leveraged Xtelify’s Work to increase productivity by 2x.

  • Date Icon January 9, 2025
  • Time Icon3 min read

Overview

As a leading telecom provider with a subscriber base of ~350Mn, a major priority for Airtel was to optimize the cost of service, accelerate service delivery, and improve overall service quality. Airtel’s Home Delivery Organization (HDO) is responsible for this service delivery for a wide range of services including WiFi, AirFiber, TV, Surveillance and UPS. With over 25,000 field agents conducting approximately 1.3 million visits per month, efficient workforce management is critical to control cost of service. Xtelify’s Work emerged as a catalyst for change, empowering Airtel to overcome these challenges and achieve significant improvements in operational efficiency and customer experience.

Challenge faced by Airtel

While Airtel needed:

  • Field agents were operating at 50% capacity with significant room for improvement
  • Airtel service delivery promise of 8 hours was met for 50% of requests
  • High rate of repeated faults, 30%, pointed to quality issues in service delivery
  • Lack of real-time tracking hindered effective management and resource allocation.
  • Manual dispatching and data entry were time-consuming and prone to errors

Field agent view –
“Our days were unpredictable. We’d often sit idle waiting for the next job, while in other areas, colleagues were overwhelmed. The lack of a clear system meant we were constantly on the go, but not efficiently. Without real-time support or clear guidelines, we felt like we were working in the dark. It was frustrating for both us and the customers.”

The Xtelify Solution

Airtel leveraged Xtelify’s Work platform to create Airtel Work – a comprehensive AI powered solution to cater to their priorities. Through Airtel Work, Xtelify ensured:

  • 360-Degree Visibility: Real-time tracking of agents’ location, status, and performance provided complete visibility into field operations.
  • Smart Task Allocation: AI-powered algorithms optimized task allocation based on agent skills, location, and workload, ensuring efficient resource utilization.
  • Guided Workflows: Step-by-step instructions and checklists supported agents in the field, ensuring adherence to standard operating procedures and improving service quality.
  • AI-Powered Monitoring and Governance: Real-time monitoring of agent performance, combined with AI-powered quality checks, ensured compliance and identified areas for improvement.

 

Digital tools for frontline teams

Field agent view Card
Field agent view
Supervisor view

The Impact

By leveraging Xtelify’s Work platform, Airtel’s HDO achieved remarkable improvements in efficiency, productivity, and customer satisfaction. The platform’s ability to provide real-time visibility, optimize task allocation, and ensure quality control enabled Airtel to deliver exceptional service and meet the evolving demands of its customers.

Challenge Before Xtelify Work’s Solve Impact
Low Workforce Productivity 50% fleet productivity 360-degree tracking and smart task allocation 60% increase in fleet productivity to take it to 110%
Poor Service Delivery Speed 50% of customers served in 8 hours Smart task allocation and guided workflows 40% reduction in service delivery time as 70% of customers served in 8 hours
Poor Service Quality 30% repeat service calls AI-powered quality checks and guided workflows 50% improvement in service quality as repeat service calls reduced to 15%

 

Key Benefits

  • Increased operational efficiency
  • Improved customer satisfaction
  • Enhanced workforce productivity
  • Reduced service delivery time
  • Improved service quality