Devoli automates services, saves over NZD $20,000 annually

Devoli, a telecommunications wholesaler, has implemented automation bots across its Customer Success and Finance teams to enhance its round-the-clock customer service without increasing full-time equivalent costs.

The recent deployment of robotic process automation (RPA) spans four key areas within the company, enhancing the efficiency and responsiveness of customer service operations while also boosting internal productivity. This strategic move is coupled with Devoli's efforts to strengthen its Automation Centre of Excellence with the expertise of Quanton, a New Zealand-based specialist in artificial intelligence and automation.

Devoli's Chief Financial Officer, Blair Woodbury, outlined the company's objectives, stating, "[We wanted] to make the 11-strong customer success team feel like a team of 100 by automating repeatable tasks to enable human workers to focus on more complex, thought-based tasks; automating some back-office processes for cost savings; and upskilling Devoli's own team."

Under the guidance of Quanton, Devoli has successfully implemented four RPA processes, including automating parts of its Customer Success and Billing teams. The automation of the fault-logging process has been particularly impactful, allowing faults to be logged at any time and freeing employees from after-hours duties.

Devoli's Head of Customer Success, Leah Middleton, explained the benefits: "With automation they're now able to log faults through the system as they happen—whether it's 2pm Saturday, or 1am Thursday, and that secures the next available tech, rather than them waiting until LFC business hours resume and going into the queue for a tech." This change facilitates faster responses for Devoli's retail customers and improves the experience for end-users across New Zealand.

A notable result of the automation is reflected in the handling of tickets with Tuatahi First Fibre, where over 922 tickets were processed in just three months. Middleton highlighted that this equates to savings exceeding NZD $20,000 annually as staff are relieved from repetitive tasks.

Additionally, the deployment includes processes for identifying correct addresses for broadband connections and developing automation for tasks like porting Voice services. Middleton noted, "It's all giving back time within the team... But what is really important is that we're improving outcomes not just for ourselves internally, but for Devoli's customers."

Woodbury pointed out that Quanton's approach was pivotal, stating, "Quanton's preference to lift capability of organisations—providing them with the skills and capabilities to continue long after Quanton has moved on to other jobs—was a winner for Devoli." This partnership has allowed Devoli to enhance its Automation Centre of Excellence, equipping it with leading expertise and governance structures essential for sustainable automation growth.

Garry Green, Managing Director and Founder of Quanton, remarked on the broader industry implications: "Devoli have chosen to double down on bots because it relieves the pressure on people and lays the foundations so they can grow further and still provide excellent customer service. They have enhanced their 24/7 customer support without making people work overtime or shifts, or adding staff, and have seen enhanced customer service, massive productivity gains and no increase in human FTE cost."

Looking ahead, Devoli sees these automation efforts as laying the groundwork for more sophisticated artificial intelligence applications. Woodbury explained, "You can't use AI properly unless you have RPA in the background, because AI can provide answers, RPA can execute on things. So this is about how you build on your foundational capability." This strategic approach ensures that Devoli is well-placed to advance its technological capabilities for the benefit of its team and customers alike.