Customers

Sprint wanted to reduce inefficiencies in their billing disputes and adjustment processes and improve customer satisfaction by speeding time to resolution. With Lombardi, Sprint was able to standardize methods and procedures for processing billing disputes and adjustments. Call center employees now receive the right customer information at the right time and are guided through the standardized steps which has cut down training time and eliminated manual tasks. With these improvements, Sprint has documented a variety of benefits - from a reduction in invalid deductions, increase in productivity per agent, and increase in profit per representative. Improvements were realized in a short timeframe because of the seamless integration with current legacy systems.

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