Altius Link Achieves 95% Workload Reduction for QTnet Back Office Operations

Altius Link's Groundbreaking Collaboration with QTnet

Altius Link, a leading BPO service provider based in Shibuya, Tokyo, has recently shared a significant success story in partnership with QTnet, headquartered in Fukuoka. The collaboration focused on optimizing QTnet's back office operations, effectively reducing workload by an impressive 95% through the implementation of Robotic Process Automation (RPA). Not only did this initiative drastically cut down on operational hours, but it also brought the error rate down to an astonishing 0.0002%, approaching a state of zero mistakes.

Background and Challenges

As QTnet expanded its services and customer base, it encountered challenges in maintaining a high quality of work while simultaneously reducing operational costs. There was also a noticeable trend toward task specialization, which made it imperative to alleviate workload and standardize quality across the board. The urgent need to streamline these processes propelled Altius Link and QTnet into action.

Implementation and Achievements

The project focused on automating 46 different tasks related to the billing process, with a particular emphasis on twelve key operations that launched in 2024 as part of a three-year initiative aimed at boosting productivity. By adopting RPA technology, the teams managed to slash man-hours by 9,344 over a six-month period, which was pivotal in significantly enhancing operational efficiency.

The main tasks affected included customer-related billing changes and registrations—operations that often involve complex conditions like combinations of options or discounts. With RPA taking over these processes, the potential for human error was dramatically diminished, leading to a service quality that nears perfection.

Furthermore, the detailed case study made available by QTnet illustrates the advantages of using AI chatbots alongside human operatives, fortifying the customer experience and fostering self-service solutions.

Future Directions and Commitment

Altius Link is determined to continue its collaboration with QTnet, focusing on continuous quality improvement and operational enhancement. Upcoming technological integrations, including generative AI and advanced operational insights, will further elevate the accuracy, efficiency, and flexibility of their back office operations. The commitment extends beyond just technology; Altius Link aims to harness the combined potential of human expertise and digital solutions to bolster their customer enterprises' growth and overall value.

Through their advanced BPO services, Altius Link covers a vast spectrum of business needs—from front office to back office and IT services—by leveraging AI and digital solutions. The company's ethos revolves around creating meaningful customer interactions, reinforcing the connection between businesses and their clients as they integrate the pursuit of customer experience excellence (CX) with corporate transformation efforts.

Striving to make these connections stronger, more appealing, and engaging, Altius Link is committed to contributing to a sustainable societal framework while supporting their clients' long-term growth. The company's headquarters are located at 2-2-1 Yoyogi, Shibuya, Tokyo, with operations expanded across seven countries, including major markets in Asia and North America.

To explore further details of the implementation and the direct impacts on QTnet's operations, please visit Altius Link’s service page and their case study links.