AREAS PRIMED FOR TELECOM AUTOMATION
Telecoms can reap value from Autosphere particularly in the below highlighted functional areas.
Account Management
The Lead-to-Cash process is traditionally a key indicator for a CSPs operational efficiency, most steps and activities within this process are customer-centric and imperative for an organisation to automate in the world of 5G. The process typically covers order fulfilment, credit check, order validation, service activation, revenue management which are all closely coupled with legacy systems.
Autosphere robots can assume responsibility of these mundane but core tasks of account management and make sure that these tasks are performed quickly, efficiently and with minimum error. The use cases for which Autosphere robots can prove to be a great ROI are:
Use Case 1
Number Portability Through Autosphere ( Donor Network )
Let your sales focus on making new customers.
Challenges in MNP
- Order download from portal
- Porting request verification
- Search & verify portable area
- Order creation in legacy systems
Solution
- Order fetching from MNP CRDB portal
- Searching and data aggregation from various web & Citrix based Applications
- Automated order entry in legacy systems
Outcome
- 90% reduction in errors caused by manual intervention
- 60% reduction in the time needed to complete the process
- 70% FTE reduction
Use Case 2
Cessation Request Through Autosphere
Help your sales team focus on gaining new customers
Problem
- Compliance and Regulatory requirements demanded to handle the services terminations within specific time period
- The process was tedious as it involved agents verifying information across multiple portals before approving cessation request
Solution
We offered solution where RPA robots would handle end to end cessation process
Outcome
- 75% reduction in compliance and regulatory fines
- Up to 70% decrease in cessation request errors
- 60% FTE reduction
Use Case 3
Order Fallouts Management Through Autosphere
Reduce the handling and resolution time for fallouts
Problem
An order fallout occurs due to non-scalable systems, inconsistent data, and incomplete processes. Fallouts result in customer churn, degradation of service offerings and bad customer experience. In some cases Telecom operators have implemented first layer of automation for managing fallouts, but in several cases fallouts are still being manually handled even with management systems
Solution
Autosphere bots used to monitor, handle, escalate fallouts in realtime. The bots are trained to handle / resolve most common exceptions in case of fallouts. If robots cannot understand the fallout it can escalate the request to the relevant team
Outcome
- 60% FTE reduction
- 70% decrease in average handling time
- 80% Error reduction
Contact Center
Customer experience holds a great and lasting importance for telecoms. Telco companies own and operate some of the largest call centers in the world. These call centers have countless possibilities for automation and can prove to be a great return-on-investment. The repetitive task, that doesn’t require decision making at all but are essential to the completion of the process, can be automated and optimized through Autosphere assisted RPA.
Typical Challenges
- Switching between multiple systems for detailed information
- Updating information Manually
- Error Prone Tasks
Use Case 1
Contact Center Applications Navigation (Attended)
Stay updated with the customer and product information.
Problem
Most call center agents require trainings on multiple systems and they need to constantly switch between multiple systems which can negatively impact call experience of the customer, the overall call duration and accuracy as it is often required by them to copy and paste between applications and systems
Solution
Autosphere bots used to: Get the relevant information regarding customer and products from multiple systems and display on single form. Update or take actions with single click of button the robot will take care of filling the information to the dependent systems.
Outcome
- 60% decrease in average handling time
- 90% Error reduction
Use Case 2
Repeated Calls
Review previous interactions and track resolution progress
Problem
There are cases where the customer is required to repeat the details of the issues to various agents until the solution to customer’s issue is reached. This results in customer getting frustrated, hamper customer relationship because of repetitive questions and increased turn around time and average call duration.
Solution
Autosphere bots can keep track of the progress on a specific problem, without having to monitor all applications. During call Autosphere bots can highlight the recent interaction and load details with a single click. With this, the agent does not need to ask for same details
Outcome
- 50% decrease in average call duration
- Improved customer experience
Network Operations
Network operations hold great potential for RPA. Large BSS and OSS transformations are very challenging for telcos most of the times. Telecom industry is required to perform mission-critical tasks with complex networks, multiple systems and numerous vendors. Such complexity can create unwanted issues and delays if not managed. Autosphere can use Autosphere Digital Workforce to automate the operations and optimizations to ensure a uninterrupted flow of business and network continuity.
Use Case 1
Automated Network Inventory Reconciliation
Update and monitor changes in the network inventory
Problem
Traditionally, field technicians work with customer service representatives (CSRs) to update the network side changes and in parallel work with the provisioning & activation team for order completion. These manual activities are time-consuming, error-prone, and it takes several hours/days to see the changes reflected in the BSS Inventory. Often, these network changes never get updated in inventory management systems causing data integrity issues.
Solution
Autosphere bots can monitor changes in Network Inventory ( Master Data ) and update the downstream systems in real time
Outcome
- 80% FTE reduction
- 90% Error Reduction
Business Support Functions
Processes within business support functions are one of the most significant functions for all companies. These tasks are repetitive, administrative and are critical to the success of any business. They may not be the core of the company’s goals or aims but without these, the functioning of the company is affected. Business support functions may include compliance, operations support, records, clearance, finance, and IT services, etc
Use Case 1
Purchase Order Processing Through Autosphere - Finance
Monitor emails, prepare headers and purchase orders within CRM
Problem
Finance department receives tons of work orders that require resources to spend most of their time on tasks related to purchase order creation. The resources are required to manually create headers and order lines against every work order in CRM. This activity is error prone and can have high impact on business
Solution
- Monitor emails for new work orders
- Prepare Header and Lines data accepted by CRM
- Create Purchase orders for suppliers within the CRM
Outcome
- 80% decrease in average handling time
- 90% Error reduction
Use Case 2
HR Onboarding Process (R2R)
Generate requests for external services, offer letters and handle data system
Problem
Onboarding process can take a lot of time as it requires HR to perform multiple repetitive tasks including provision of access to company data systems that are needed for employees to do their work. This access is granted according to specific position’s job description
Solution
Autosphere bots and Conversational AI bots work to :
- Configure and Provide Access to company data systems based on roles
- Generate Offer letters
- Generate requests for external services for employee ( Official Number, Salary Account)
Outcome
- 90% decrease in average handling time
- 50% FTE reduction
