The challenge

A global communication services provider wanted to reduce the time it took associates to log into various applications.

Associates needed to access more than 10 applications to perform their jobs, and the process of logging into to all of them ate up 17 minutes at the beginning of their shifts. In addition to wasting time, it frustrated associates and hindered productivity.

Our solution

We started by examining the associate experience, taking stock of what applications they needed to access daily and what roadblocks were slowing down the process. We noticed associates had to login to each application separately, which impacted their productivity. Automating a way for them to log into multiple apps at once would save time.

We implemented automation that launched all the applications simultaneously.

The results

With automation in place, it took each associate 6.5 minutes to launch and log into the apps – 61% less time than it previously took. That reduction saved associates 10 minutes per day that they could now spend helping customers. Associate and customer experience improved as results.