RPA Automation for Telco Operations
The Challenge
The operator's customer service and operations teams spent 60% of their workday on data entry tasks across four systems that did not communicate with each other: CRM, billing system, provisioning platform, and support portal. Billing process errors were frequent and costly, and the time required to complete a new service activation was double the market standard.
The Solution
BeeWorks first conducted a process mining exercise on the existing workflows to identify and prioritize automation opportunities with the highest return. With that map, 15 Rocketbot bots were designed and implemented covering the three highest-volume processes: billing validation and issuance, new customer onboarding, and service provisioning. The team of 4 BeeWorks specialists worked with detailed process documentation to ensure bots replicated the exact business logic, including exceptions and edge cases.
Results
Manual processing time in automated processes fell 70%. Billing errors, which had been generating constant complaints and credit notes, were reduced by 95%. Over 20 positions were freed from repetitive tasks and reassigned to complex customer service and analytical work. The project's return on investment was achieved within the first six months of production operation.
Services used
Testimonial
"Automation transformed our operations in a way we could not have achieved on our own. BeeWorks didn't just implement the bots, they taught us to think of automation as a permanent company capability."
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